User Engagement IT Professional
hace 2 semanas
User Engagement IT Professional plays a crucial role in both Information Technology and IT service management, as this position frequently interacts with several areas simultaneously: the local Service Desk and IT User Engagement regional team, internal customers, suppliers and the rest of the IT organization. Meeting customer needs is generally the main goal of a IT User Engagement Professional which includes tasks such as:
The current services that Siemens provides to users are:
- Management of IT Assets and Asset Management vendor (around 3,500 PCs in Mexico Region)
- Service Desk supervision to ensure good support (e.g.SD operations meetings with Service Desk SDM and DWP supplier)
- Support internal & external audits (CTPAT, enviromental, fixed asset, etc )
- Coordinates Onboarding process together with P&O
- Coordinates Offboarding process together with P&O (including confidential withdrawals)
- Purchase and planning of PC’s and UseIT accessories
- Lead extended team: onsite support in factories and Corporate Buldings (UseIT Centers)
- Tech bar Management
- VIP Support requests supervision
- Manages new business requests/projects (new printers & PCs ) together with IT Business Partners.
- Follow up of Major Incidents related to IT Workplace Applications Incidents
- Coordinates Tech Refresh for MX
- Coordinates PCs Safe Disposal process together with safe disposal vendor
- Coordinates Obsolete PC Donations process together with NGO
- Coordinates Obsolete PC sale program to employees
- Printing Service supervision for Mexico Region. Main Point of Contact for Printing & special printing requests (Copy Center) in Mexico Region
- PC computer policy and other UseIT area policies management for audits
- Support planning of budget for UseIT area services
- Reporting KPI’s (iRAM) of UseIT area services (incidents, backlog, complaints, major incidents)
- Siemens Distribution Lists management for Mexico Region
- Software Asset Management for Mexico Region
- Ensure follow up of customer requests
- Managing work schedules of the team (capacity planning)
Soft Skills:
- Problem solving
- Encourage an agility and digital transformation mindset
- Leadership
- Resilience
- Ability to do tactical execution
- Oriented to objectives
- Results focus
- Initiative
- Empathy
- Developing others
- Collaboration
- Communication
- Teamwork
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