Program Specialist
International Paper - Memphis, TN

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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

application servers.

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) .


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

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For International Paper (IP), business is a global paper chase. It is one of the world's largest manufacturers of printing papers....