Operations Specialist

Operations Specialist – 10

Primary responsibilities of this position relate to supporting critical hands-on delivery of services locally with the assistance of service providers who are responsible for the other hands-on delivery of services, for developing and maintaining client relationships locally, and for managing requests for minor enhancements. The individual who fills this role is responsible for managing outcomes and results, improving the overall delivery of IT services, and for enhancing our clients' use of enabling technologies.

The responsibilities for this position include:

• Support integrated IT services for the Pittsburgh site, working with service providers' resources such as End User support issues on laptops, software, phones
• Learn and understand what the overall business plans are and the role each site has in achieving those objectives
• Work with the On-Site Support Leads to develop strong collaborative IT, supplier and business working relationships to ensure effective IT services
• Establish and maintain regular communications with business clients regarding local IT service activities
• Support site incident management, communication to IT and business leadership, status reviews, root cause analysis activities and follow-up actions.
• Manage each incident to its successful conclusion following the performance management framework
• Work with Supplier and Service Management to ensure that IT service providers are performing to contractual deliverables at the sites.
• Assist the On-Site Support Leads in managing Service Requests and Managed Requests, including request initiation, requirements, approval, prioritization, scheduling and execution
• Assist the On-Site Support Leads in maintaining the demand forecast for Service Requests and Managed Requests
• Prioritize IT services work within the assigned sites and keep a working log of top issues and status
• Ensure effective IT change management execution, following the ITIL framework and Aptiv standards and processes, including coordination of local maintenance windows and IT Solution Delivery scheduling considerations
• Understand the local and regional legal requirements and, on behalf of the client, assist the On-Site Support Leads for the execution of queries, audit, and other formal governance processes
• Work with service providers for effective problem management activities
• Support other IT teams with local insights into service delivery performance, recommendations for improvements and execution of agreed actions
• Develop and deploy local IT service improvements according to global best practices
• Align relevant IT services with the needs of the business and work to continuously improve the quality and cost of services delivered

Basic Qualifications:

• Two year completion of computer science/engineering or information systems degree
• 1 year of relevant work experience
• Demonstration of technical ability to support Windows, Mac, and Ubuntu
• Proven ability to make sound and logical judgments
• Demonstration of interpersonal, written, and oral communication skills
• Ability to prioritize and execute tasks in a high-pressure environment
• Able to present ideas in user-friendly language or engage in technical conversations depending on the user
• Highly self-motivated and directed with attention to detail
• Strong customer service orientation

Preferred Qualifications:

• Relevant IT certifications such as A++
• Proven ability to make sound and logical judgments
• Outstanding time management skills
• Experience working in a team-oriented, collaborative environment

Traits we seek:

• Curiously investigate everything – ability to solving problems analytically, creatively and collaboratively
• Lead with confidence – thought leaders who empower those around them
• Learn by doing – an entrepreneurial mindset that's driven by hands-on experimentation
• Embrace resilience – seeing every challenge as a learning opportunity and invitation to grow