IT Analyst Employee Experience Rayong Factory

What you’ll do:

User Experience:

• Understand the Electrolux users and stakeholders, their needs and challenges in order to drive improvements. Ensure end user experience, friendly technology and easy to use processes.
• Focus on user experience to connect dots with other teams and functions to deliver an end to end experience
• Offer users an easy solution to order service, access, hardware etc
• Offer different channels to get IT support
• Offer value-adding activities such as IT training sessions to improve user satisfaction
• Offer IT support and advice to VIP users as IT ambassador of Electrolux IT team
• Offer an easy on/offboarding process and solution
• Drive an E2E thinking and execution towards more integration and automation
• Automation to improve productivity

Service Delivery:

• Ensure an excellent IT service delivery within the operational scope
• Second level of contact and support for all Electrolux users in Rayong Factory.
• Incident management during incident lifecycle including incident logging, categorization, prioritization, escalation, follow-up and resolution.
• Request fulfilment during request lifecycle including request logging, categorization and fulfillment within SLA
• Create and maintain IT Knowledge Base for team usage.
• Support other IT functions and workstreams as onsite hands and feet during IT incidents, events, changes, auditing activities etc.
• Manage IT hardware and assets during the full lifecycle from purchase to daily maintenance and disposal.

Technology Excellence:

• Follow Group Solution technology design and guidance.
• Transform technology excellence into employee daily IT experience.
• Provide regular feedback to the technology team for technology improvement.

Who You Are:

• 5-8 years’ work experience in IT onsite support or end-user support role.
• Factory and manufacturing experience is an added value.
• BS degree or above in Information Technology, Computer Science, or relevant field.
• English Fluency both written and verbal.
• ITILv3 Certificate is preferred.
• Growth mindset with a can-do attitude to work towards short term and long-term objectives.
• Customer and end user focus with a service mindset whilst maintaining a strong stakeholder management.
• Strong experience in IT service management procedures and tools (e.g. ServiceNow)
• Exceptional communication and presentation skills. Ability to provide step-by-step technical help both written and verbal
• Strong interpersonal skills with a collaboration mindset both within and outside the immediate team
• Self-driven, strong influential leadership and relationship building skills.
• Structured, fact based and persistent, also in times of uncertainty.