Field Support IT Analyst

Position Summary

We’re looking for a Field Support IT Analyst in Reggio Emilia.

The Field Support IT Analyst is single point of “ownership” for customer issues and should/must:

• Work to provide local desktop and network support and act as a liaison among the stakeholders to understand the structure, policies, and operations of the organization, supplier, and customer, and to provide solutions that enable the organization to achieve its goals

• Be aware of and execute the Dana support processes and effectively utilize those processes and people within it to solve the issues for customers, without creating major disruption within the organization.

• Understands the priority and sensitivity of customer problems and assesses internal solution priorities effectively to maintain customer satisfaction

• Relate well to customers and understands the production environment.

• Communicate in a direct non-confrontational manner while maintaining good relationships and keep the customer fully informed of the status of any reported problems on a frequent basis.

• Actively seeks feedback from customers on ways to potentially improve the support process and relationships

Main Responsibilities

• Ownership for all IT activities at the facility (Involved and engaged)

• Serve as Single Point of Contact for the Plant Manager and Plant Staff relative to all aspects of IT, participate in all key meetings (Staff, Safety, Daily/Shift Huddle, Change Control, Program/Launch reviews)

• Serve as ambassador for the plant representing/escalating key IT requirements and issues to relevant IT support and process (Infrastructure, ERP, Manufacturing, etc.) to teams within IT

• In conjunction with central teams, maintain a technology roadmap/plan to track compliance to current standards relative to technology base and 5S organization principles; includes security, local data center, network components/cabinets, and peripherals

• Maintain and post the standard IT in-plant scorecard containing performance to IT metrics, incidents, and deployment/launch status

• Ensure IT policies, procedures, and standards are adhered to

• Budget input and tracking (represent plant requirements in AOP planning cycle)

• Responsible for deployment of Dana IT standards for HW, SW, and processes

• Actively participate in all P1/P2 incident calls providing information on plant impact and failure modes; communicate resolution status to plant personnel on a real-t