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- Works closely within the global network of Workspace Systems and ensure that standards, operations, processes and procedures are aligned and follows the directions of the function “Workspace Solutions.”
- Ensures overall adherence to the BMW Group Strategy.
- Evaluates and implements new solutions into the Workspace portfolio based upon changing business and technology requirements.
- Steers service request fulfillment for operational projects, moves or non-standard requests.
- Escalates to management unresolved, singular incidents or service requests after an end user escalation.
- Provides troubleshooting and specialized expertise in support of external/internal customers and IT Specialists located world-wide to resolve complex problems or design/implement substantial modifications to existing products.
- Provides tier 2 support for a variety of products including hardware, infrastructure and services technology and/or software applications throughout all phases of the service deployment life cycle.
- Identifies areas for potential automation and implements updates to processes and services to reduce operational risk and increase efficiency.
- Develops and maintains reporting and dashboards to display the status of the Workspace services and availability.
- Subject Matter Expert (SME) for Workspace technologies to include innovations, automation, transition, and operational support.
- Provides event, access, incident and problem management as well service request fulfillment for non-standard solutions.
- Utilizes technical and process skills to ensure delivery and complete customer satisfaction.
- Runs complex projects ensuring they are completed on time and within budget with only general direction from management.
- Monitors KPI’s and service SLAs to ensure all processes and providers are meeting expectations.
- Leads the planning, implementation and maintenance of Workspace Systems that performs to defined business expectations.
- Ensures equipment availability (planning, lifecycle upgrades) by steering operational processes surrounding IT End Devices.
- Provides and maintains documentation within the designated IT System for all installed devices managed by the Workspace Systems Americas scope.
- Provides support of worldwide service transitions (change management).
- Coordinates the IT standardization of legal entities or locations as required.
- Recommends and facilitates quality improvement efforts. Maintains current knowledge of future innovations, technical trends and applies this to direct future changes. Aligns knowledge of the solutions available to best practices for the business processes.
- Develops project plans, administers the change control process and ensures that tasks are completed on time and within budget.
- Performs other duties as assigned by Operations Supervisor.
- Education: BS/BA degree in Business, IT or related disciple or the equivalent of 4+ years of experience in Information Technology.
- Experience: 4+ years of technical experience in Information Technology to include experience with computer infrastructure in the areas of software, hardware and related processes in an operational production environment.
- Training: As applicable, per BMW Group training guidelines.
- Licenses and/or Certifications: N/A
- Knowledge/Skills/Abilities: Intermediate - 4+ years’ experience.
- 4+ years of knowledge of information system concepts and technologies.
- 4+ years of working knowledge of PC desktop tools (MS Windows and Office skills).
- 4+ years of inventory management skills (both logistical and financial) to manage the lifecycle for Workplace Systems.
- 4+ years of experience demonstrating strong communication and organizational skills to interface with associated vendors, interfaces, and processes.
- 2+ years of experience demonstrating project management and leadership skills.
- 2+ years of experience demonstrating strong written, oral communication and presentation skills.
- 2+ years of experience interfacing with the business to meet requirements and targets.
- 2+ years of knowledge of database systems from a workplace operations perspective.