IT Service Systems Analyst

hace 5 días

Guadalajara, México Noralogic contrataciones A tiempo completo

Beneficios
*

Prestaciones de ley (IMSS, vacaciones, aguinaldo)

*

Prestaciones superiores a las de la ley

*

Contratación directa (100% nómina)

Descripción

Job Summary:
As an IT Service Systems Analyst, you will work collaboratively across multiple business and IT functions, providing support for Kodak Alaris’s Service System (ServiceMax) as well as the corresponding Service functions in our ERP solution (Microsoft Dynamics 365 Finance & Operations).

You will proactively monitor requests from business users for support, determine root cause of reported issues, determine the appropriate resolution and provide consultation as needed.

You need to have a comprehensive understanding of Service functions including Contact Center, Field Service, Asset Management, Spare Parts Management, Preventative & Proactive Maintenance, Warranty and Contract Management.

**Job Description**:

- Support day to day Keep It Running and Keep It Current activities including support ticket tracking, configuration updates, upgrades, data user updates and IT operational projects ERP upgrades, cost savings efforts, data archiving).
- Off Hours on-call for critical issues or work tasks approximately once every 3 months.
- Gather requirements from multiple sources and distilling those requirements into a single set of documented needs.
- Collaborate with Service users to understand their challenges and being able to solve those challenges.
- Articulate business problems, opportunities, and justification for change.
- Analyze information and make appropriate recommendations to align various stakeholder expectations.
- Be a point of contact between the Service users and various IT functions (server, workstation, database etc.)
- Work closely with software developers, project managers and systems testers/users to translate business requirements into successful technical deliveries, including preparation of functional requirements documents.
- Design and Test bug fixes as well as code enhancements.
- Identify opportunities for simplification of Service processes.
- Act as an IT expert on the Service systems.
- Conduct technical training, internal consulting, hands on internal support.
- Conduct meetings, workshops and/or presentations as required to facilitate overall Solution Delivery.
- Track all development items initiated throughout life cycle to ensure accuracy, budget, quality and schedule are met.
- Assist with defining, documenting & implementing Service business processes and policies
- Extract relevant knowledge and expertise from Service and IT resources and contribute to on-going creation and maintenance of knowledge repositories

**Requirements**:

- Bachelor's degree in Computer Science, Information Technology or equivalent
- Minimum 5 years’ hands-on experience with Service Functions as an IT Systems Analyst.
- Experience with Service operations including Contact Center, Field Service, Asset Management, Parts Management, Preventative & Proactive Maintenance, Warranty and Contract Management.
- Competent in English oral and written skills.
- 2-3 years of business process design and mapping experience.
- Effective communication skills both written and oral, and with various constituencies including technical functions, business functions and management.
- Demonstrated successful implementation or support/maintenance of Service Systems.
- Preferred: ability to configure Microsoft Dynamics 365 F&O or comparable ERP system.
- Experience working within a global organization including an understanding of the challenges that are presented by multiple languages, currencies and cultures.
- Ability to deliver detailed business requirements and test cases for systems enhancements.
- Possess a working knowledge of the ITIL processes including incident management, change management and release management.
- Ability to understand, communicate, interpret and document client business processes and requirements.
- Demonstrated exceptional analytical, troubleshooting, and problem-solving skills.
- Self-Starter, ability to work equally effectively within a team or independently.
- Ability to manage multiple tasks, projects and deadlines simultaneously.

Technical Skills:

- Salesforce Administration

oSecurity models

oStandard/custom objects

oValidation and workflow rules

oReports/dashboards

oData Loader technologies

oRelease management and sandbox environments
- ServiceMax Experience:
oAdministration

oService Flow Manager

Tipo de puesto: Tiempo completo

Salario: $68,000.00 - $85,000.00 al mes

Horario:

- Turno de 10 horas

Prestaciones:

- Seguro de gastos médicos mayores
- Vales de despensa

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