Key Responsibilities:
Serve as a liaison between key Business stakeholders, regional IT Service Management and client's IT groups to manage and communicate any technology projects that will impact the production environment.
Coordinate and manage project-based initiatives that are high impacting or high risk technologically.
Proactively act as an escalation point regarding impact/risk related to implementation.
Become a subject matter expert in all technology (hardware/software) that is used by the business and act as an IT escalation point for junior members of the team.
Understand the overall business flow, supported application systems and its interface with clients while understanding the sensitivity with PII and sensitive information.
Manage and delegate responsibilities of key projects and initiatives to ensure all aspects of the projects are completed successfully.
Oversee the management of hardware inventory and inventory cataloging process being managed by the WSS Service Team members.
Participate in project meetings, status calls, stand-up meeting, etc.
Create / Maintain / Update support documentation and team websites.
Engage with BU and WSS Management on project-based initiatives by collecting feedback, providing detailed updates in both written format over e-mail and verbally on BU and team meetings.
Compose, review and send out e-mail communications to keep affected users aware of upcoming changes affecting their computing workspace.
Oversee the troubleshooting support for hardware, software, Windows Operating System, external/internal applications and Business unit specific applications being performed by other technicians on the team and assist in successful closure of user issues.
Perform backup responsibilities to team members while they are out of the office or unavailable, especially the Service Manager.
Host/participate in local and global project initiative update calls that keep all global and regional WSS counterparts aware of ongoing and upcoming project initiatives happening within in the BU.
Technical issue monitoring via Service Now and work on escalation/ownership of persistent technical issues.
Serve as liaison to other groups within IT through established operating procedures.
Work very closely with the WSS colleagues in regional and global branches.
Coordinate testing of new application or upgrades with global WSS counterparts and BU users.
Manage software installations, versions available for users to download via self-service and upgrades.
Maintenance of desktop environmental health and consider automation wherever possible.
Be proactively responsive to multiple mediums of communication platforms such as E-mail, Microsoft Teams, Skype, Symphony, Jive, etc.
Take initiative to stay current on technology and participate in training programs
Skills Required:
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