IT Support Coordinator

hace 2 semanas

Apodaca, México Johnson Controls A tiempo completo

**Job Details**
**What we look for Required**:

- **Bachelor's degree in relevant field**:

- **Minimum of 5-10 years of IT experience, including support coordination**:

- **2-5 years working experience with Oracle technologies preferably Oracle CPQ or other Sales & Service platforms such as Salesforce, Service Max or similar - Understand Sales and Services capabilities and limitations; clearly articulate those to stakeholders to derive an acceptable solution**:

- **Native or Fluent Spanish speaking**:

- **Great command of English, advanced communications skills and stakeholder engagement skills**:

- **Ability to work both independently and within a team environment**:

- **Well organized, results driven and eager to handle difficult problems**:

- **Ability to facilitate communication between IT business leads and technical support teams to achieve actionable outcome and clarity on the solution and next steps.**:

- **Experience with system integrations and understand how to troubleshoot data discrepancies**:

- **Excellent problem-solving skills and ability to present analytics findings various business teams**:

- **Flexible and adaptable in regards to learning and understanding new technologies**:

- **Has a Proven track record on working in a cross-cultural environment.**:

- **Acts independently to determine methods and procedures on new or special assignments. May supervise the activities of others. Preferred**:

- **Oracle cloud platform experience**:

- **Support coordination**:

- **In-depth knowledge of Sales/Service processes**:

- **Experience in sizeable multinational corporations**:
**What you will do?**:
**How you will do it**:

- **Facilitate triage and incident resolution cadences between JCI IT teams, vendor partners and other parties as needed.**:

- **Own co-ordination and update communications on incidents.**:

- **You will drive discussions ensuring providing clarifications, generating of specific reports which cannot be generated from front end upon business request - Triage new requests and set appropriate support expectations with IT business leads**:

- **Provide root cause analysis documentation and present JCI per JCI 8D policies;**:

- **Engage with Application Vendor for Support for product related issues.**:

- **Analyze the past incidents and look for pattern of occurrence and conduct Root Cause Analysis;**:

- **Directing bug fixes for the functionality not working by design that involves changes to the existing custom code to L3 Support using the Incident Management Process.**:

- **Publish comprehensive operational reports on a daily / weekly / monthly basis per JCI reporting needs.**:
Johnson Controls values a diverse and inclusive workplace. Providing this information will help us to ensure our recruitment practices promote equality of opportunity.

Your response to the self-identification questionnaire below is voluntary. It is however mandatory to answer the questions, even if you choose not to provide the information.

The information will be kept anonymous and your answer will be treated with the strictest confidence and protected from misuse. We assure you that your answers will be used only for the purposes of monitoring our equal opportunities policy and will not be used by us to make any unlawful decisions affecting you, whether in a recruitment exercise or during the course of any employment with us.

**You are not obliged to provide this information and you will not suffer any penalty if you choose not to do so.

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