IT Operations Analyst PCR

Role:

This GSR position is the face-off to European business in the field of Storefront PC Renewal. The position is part of a global IT team with colleagues in Romania, Chennai and Detroit and works closely with the business customers in Europe and European PC Renewal purchased service supplier. Storefront is part of the global ITO Support Operations organization, which is responsible for the portfolio of desk side computing products and services. The Storefront and subsequent PC Renewal part take care of the total life-cycle management of PC / laptop hardware and European operation of Accessory of Choice (AoC) & Hybrid working related equipment.

Scope:

• Operational support to the PCR service provider to deliver the agreed services.
• Point of contact to the suppliers to address issues (e.g warranty, supply, pricing, quotes etc.).
• Point of contact to the customers and the internal team for day-to-day operational issues and requests.
• Provides expertise on available hardware in the PC renewal catalogue.
• Assess supplier time and material requests.
• Interfacing with Information Technology Operations organization as needed to deliver services committed by the program.
• Support programs “back office” processes..
• Improve current processes by identifying, designing, and implementing the improvements (more customer centric and more efficient)
• Manage projects.
• Quickly and proactively learn and use company products required to effectively perform the activities needed.

Qualification:

• Degree Required, preferably in IT, Eng., or Business discipline.
• Minimum of 3+ years in progressive IT roles or equivalent.
• English (Required), German (Preferred), Additional (nice to have).

Leadership Skills:

• Excellent team player in different roles (as lead team member as well as contributing team member).
• Solid supplier relationship skills and experience.
• Strong communication skills, confidence in connecting with customers.
• Ability to influence diverse individuals with focus on results and based on organizational objectives and local needs.
• Excellent interpersonal skills.
• Demonstrates ability to work effectively on cross-regional and cross-functional teams.
• Data and process driven & continuous improvement and agile mindset.
• Ability to work with Business and IT Management, interfacing with all levels of personnel.

Functional/Technical Skills:

• Good knowledge of German and English languages (both at least at B2 level).
• Technical knowledge of IT equipment (DELL products, Apple products) and knowledge about respective accessories.
• High level knowledge of “staging” computers.
• Strong analytic mindset and ability to structure and visualize complex problems.
• Sound project management skills.
• Proven ability to adopt new IT technologies and drive Innovation.
• Capability to validate and when needed, to challenge Suppliers point of views.
• Capability to deliver technical solutions to user requirements and assist with implementation plans for those solutions.
• Excellent ability to analyse and evaluate raw data.
• Tools: Familiar with Rally or a similar tool, SCCM, Microsoft and Apple office productivity tools, SharePoint, OneNote, familiar with IT Connect service request system or equivalent, familiar with IT Service Management tool BMC Smart IT or equivalent.