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IT OSS Regional Administrator

Date:  Jun 12, 2024
Location: 

Geismar, LA, US

Company Overview

 

Grounded by a history that is deeply rooted in innovation, Hexion is a global employer committed to building and protecting the future by producing innovative performance materials.  Our materials are the building blocks for critical industries, including construction, agriculture, energy, automotive, and infrastructure protection. Everywhere you look, you will find our materials and people at work to help customers make products that are stronger, safer, and cleaner. When you work for Hexion, you’ll join a team that is committed to operating safely and with integrity to build a more sustainable future for all, our associates, our customers, and the communities where we live and work.  

Position Overview

 

The IT OSS Regional Administrator provides technical and administrative support to locations situated in their responsible region. She/He will enable end-users to perform their business activities at multiple locations and provides the needed technical, business and administrative support to our end-users. Support encompasses Break-Fix, Site Projects, IT initiatives and Compliance activities. Additionally, this person provides IT support and administrative functions in coordinating multiple sites. She/He is promoting and enforcing IT policies, policies & standards.

 

For all activities carried out, the IT OSS Regional Admin receives guidance and tutoring from the IT OSS Regional Manager.

Job Responsibilities

 

IT End User Support

  • Guide and support users on creating incidents/requests, using Knowledge Base, User induction
  • Provision equipment to end users: Computers and other equipment
  • Act as a Subject Matter Expert for local hardware (Servers, routers, switches, access points, etc.) and software and guide dispatch-technicians from various vendors as needed
  • Support local IT hardware like workstations, printers and other (small) IT equipment. This consist of image/reimage, break fix/hardware Refresh and shipping of IT equipment (to other locations).  May install or rack servers, switches, routers, access points, etc. in coordination or at the direction of the managed service provider
  • IT on site services representative at primary site and coordinator for multiple
  • Build Relationship with End-Users and act as the voice of the customer
  • Provide local hands- and eyes services for all local IT Infrastructure for planned, unplanned, outages & turnarounds
  • Assist and support RDS (Remote Desktop Support)/Apps team on local applications. The IT OSS Regional Administrator will have detailed knowledge about the local IT solutions and will provide guidance for local non-SAP applications
  • Travel to sites to provide IT support as required (up to an average of 25%)
  • An IT OSS Regional Administrator could support other locations outside of their region as required.
  • Associate should expect to be in an on-call rotation.

 

IT End User Support Coordination

  • Supports Change Management for her/his region with a focus on Service Provider Management
  • Problem Management: Escalations and Manage End-User Satisfaction
  • Assures communication to end users about IT Services including translation of IT related announcements
  • Act as onsite contact and coordinator for dispatch-technicians, outside vendors and service providers
  • Assign tasks and responsibilities to dispatch-technicians and 3rd parties
  • Follow IT support escalation process and procedures
  • Train and guide dispatch-technicians as needed
  • Liaison between IT towers and the end-users
  • Support Workplace Services with Patch, Image and package lifecycle
  • Perform activities in adherence to Business Continuity
  • Service Validation and Testing Management
  • Continual Service Improvement


 

Additional Job Responsibilities

 

IT Asset Management / Procurement

  • Create IT procurement requests for her/his region
  • Supports invoice queries and selection of non-standard items
  • Supports Inventory management: Keep CMDB up-to-date and manage IT inventory at sites, including physical checks
  • High value assets recording in the CMDB and low value asset tracking in Tracking sheets
  • Enter Good Receipt in SAP for IT equipment receival
  • Responsible for full lifecycle Asset Management, end-to-end: Procurement to disposal

 

Telecom Management

  • Support mobile/data/voice lines (ordering and provisioning / deprovisioning mobile phones, desktop phones, and working with local telephony providers).
  • Provide support and coordinate vendors for wireless and Fixed-line Telecom services
  • Local Supplier Management
  • Asset management: Hand-out/collection equipment to end-user

 

Regional Business Relationship Management

  • Business Relationship with End-Users and act as the voice of the customer
  • Local Supplier Management - Other third-party supplier

 

Project Management

  • Support and participate in Site Projects, Enhancements, IT Projects and Compliance Projects as per IT plans
  • Act as IT representative and coordinator between business, IT and vendors
  • Act as a Subject Matter Expert for local hardware and software and guide dispatch-technicians as needed
  • Local Supplier Management - Other third-party supplier

Minimum Qualifications

 
  • 5+ years of relevant experience
  • ​​​​​Strong analytical skills for complex problem solving.
  • Has basic knowledge of ITIL framework and processes
  • Has basic knowledge of Project Management skills
  • Ability to articulate technical topics to non-technical audiences
  • Solid organizational skills including attention to detail and multitasking skills
  • Ability to effectively work and communicate within a matrix environment
  • Proficient in Microsoft Office and Outlook
  • Good interpersonal skills with strong written and oral communication skills

 

Education

 

  • Bachelor's Degree in Computer Science or Information Systems or equivalent professional experience

Other

We are an Equal Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to gender, minority status, sexual orientation, gender identity, protected veteran status, status as a qualified individual with a disability or any characteristic protected by law.

 

In order to be considered for this position candidates are required to submit an application for employment through our career site, be at least 18 years of age, willing to take a drug test, submit to a background investigation as part of the selection process, as well as additional periodic background checks as required by the Chemical Facility Anti-Terrorism Standards (CFATS) or regulations adopted by the department of Homeland Security or other regulatory agencies.

 

Candidates are required to have unrestricted authorization to work in the United States.

 

If currently an employee of the Company, you must have current satisfactory work performance and in most cases, have been in your current role for 18 months.

 

Disclaimer: We are not accepting unsolicited assistance from search firms/employment agencies for this employment opportunity. Please, no phone calls or emails to any employee about this position. All resumes submitted by search firms/employment agencies to any employee of the Company via email, the Internet, or in any other form and/or method without a valid written search firm agreement in place for this position will be deemed the sole property of the Company; no fee will be paid in the event a candidate is hired by the Company as a result of the unsolicited referral or through other means.


Nearest Major Market: Baton Rouge

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