357 days ago on alpina-hr.com

"IT Communication & VIP Management Support" (m/f)

Alpina HR-Services AG

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"IT Communication & VIP Management Support" (m/f)

Region Zürich
Beginn alternativ: 
Permanent - Full Time

Alpina HR Services is eeking for an "IT Communication & VIP Management Support" (m/f) on a try and hire basis.

The IT Process Analyst function is responsible for ensuring value-added ITIL v3 processes are developed and updated to reflect operational changes in conjunction with the Infrastructure Technology Outsourcing partner(s), and IT, produces a rich set of Service Level Agreement (SLA) and Operational Level Agreements that provide critical insights into performance for a diverse set of stakeholders, and drives business partner communications for all Infrastructure events.
As a Supporter you have the responsibility to ensure that business partners are receiving the technology support needed in order to maximize their productivity through the Global Infrastructure Support and Services organization and the Infrastructure supplier. The support provided will be a differentiated set of support that caters to the unique requirements of this audience. This position will work closely with all Infrastructure organizations responsible for providing the underlying capabilities deployed and ensure that the highest levels of support are being provided to End User’s of these services.

Key Duties & Responsibilities as a Process Analyst (70-80% workload):
- Provide oversight and direction across the wide set of ITIL v3 processes that are required to ensure the effective and efficient operations of the Infrastructure and ADM organizations for both internal and external stakeholders
- Drive proactive continuous improvement of all ITIL v3 processes with an emphasis on the evolving needs of all stakeholders and new end user computing functionality introduced over time
- Document and communicate all processes, policies and procedures for obtaining IT support
- Partner with the ITO provider in the development and maintenance of a knowledge management framework and repository that drives higher levels of self-help, First Cal Resolution and end user satisfaction
- Implement and manage a business partner satisfaction measurement and feedback process
- Communicate effectively with business partners, producers and stakeholders on all changes and planned / unplanned service outages in a timely and effective manner
- Set, track, measure and report on key performance metrics
- Partner effectively with all IT organizations, including strategic partners in executing all responsibilities

Key Duties & Responsibilities as a Supporter (20-30% workload):
- Ensure that the End User Computing support and services being provided to VIP business partners identified by VIP’s, regardless of how the support is being sourced, are meeting established service level commitments and End User Satisfaction
- Regularly communicate with VIP End Users improvements and changes that are taking place including ways in which the technology that is available can be fully utilized to drive greater levels of productivity

Required Education/Training & Experience:
- Bachelor's Degree (required), in IT or Business Informatics
- First experience in process, reporting, and performance service, preferably with ITIL
- 2-3 years hands-on experience in Service Desk Support or End-User Support
- Strong IT flair
- Proven relationship management and interpersonal skills
- Extensive analytical skills
- Ability to execute and prioritize a number of tasks simultaneously
- Proven practical experience with analytics of infrastructure related data
- High service orientation and ability to measure customer satisfaction
- Ability to establish priorities and processes
- Strong written and verbal communication skills
- Solid experience with conflict resolution
- Strong influencing and negotiation skills

If you are interested in this perm role, please send us your CV as a Word file and a phone number where we can reach you at magnus.meier@alpina-hr.com

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