This position is responsible for assisting in the evaluation and
coordination of IT programs for implementation across the IP enterprise
and businesses in North America, Canada and Mexico that engage Regional
Support (RS) resources and impact other ITSS groups. The programs may
all business sectors and all facilities both domestic and
internationally. It involves the identification and prioritization of
assignments and working with the Project Managers (PM), Service delivery
Managers (SDM) and RS Managers understanding the resources, the
availability, and ability to deliver on the programs and projects.
This is a role in the field within the RS organization and must
understand how each area of the infrastructure impacts support services
by other Technical Services and ITSS groups. This is a technical
position that may give direction to a small group of LAN Specialists/
Analysts in a facility or across a geographic area in the
Regional Support Organization.
Under direct supervision acts as liaison with Information Technology
second level support groups, facility management and vendors. In
addition this role may also participate in the planning, design, and
implementation of data communication infrastructure using IT standards
and direction from the business.
o Responsible for representing RS to the PM’s and SDM’s for program
related efforts in the field. This includes being familiar with all
enterprise programs that will require RS resources to perform any hands-
on implementation work.
o Work with the PM’s and SDM’s to understand the technical aspects of
the programs, and identify or work with ITSS to perform appropriate
testing, planning, communication and training for a successful
implementation. Must be able to evaluate and determine when to pull in
technical resources from RS to validate testing or assumptions.
o Must be able to coordinate several programs at a time and account for
resource needs, time constraints, perform gap analysis and effectively
communicate across multiple organizations.
o Also perform communication to the appropriate PM, SDM, RS Manager
and/or ITSS organizations on the status of any implementation effort.
Responsible for tracking, monitoring and reporting for each phase of the
program, as deemed necessary, from developing the plan through to
implementation and provide updates and feedback as appropriate.
o May be required to perform some enterprise or business related project
work to assist the RS organization move forward as deemed necessary.
o May be required to perform Third Level Troubleshooting – RS provides
on-site management for all desktop infrastructure incidents that are
escalated. The scope of the incidents include:
o Workstation – Computers, printers, handheld devices,
Blackberry’s, and peripherals.
o Server – Enterprise infrastructure and business specific
o Network – LAN equipment, Access Points, WiFi, RF, racks,
o Vendor Management – Manage the vendors used in infrastructure
support at the facilities (warranty, LAN enhancements/repair, printer
support, etc) .
KNOWLEDGE AND EXPERIENCE:
o Associate Degree in Information Systems or equivalent. A minimum of 3
years industry experience.
o Must have a complete understanding of the RS model and services
o Demonstrates an understanding of IT processes and programs.
o Must have knowledge of the IT related Refresh programs (PC’s, RF,
Switches, Servers and Printers).
o Demonstrates the ability to work with minimal supervision.
o Demonstrate an understanding of the ITSS model and roles and
responsibilities for each group
o Handle complex assignments with little or no supervision.
o Demonstrates the ability to handle complex assignments.
o Good communications and customer service skills.
o Demonstrates the ability to set goals and achieve targets.
o Must have excellent interpersonal skills.
o Developed in several other competencies which include: Organizing,
Planning, Drive for Results, Accuracy, Listening, Peer relationships,
Timely Decision Making, Priority Setting, Problem Solving, Action
Oriented, Time Management, Customer Focus, Integrity & Trust,
Functional/Technical Skills, Technical Learning
International Paper - 18 months ago
For International Paper (IP), business is a global paper chase. It is one of the world's largest manufacturers of printing papers....