Job Summary: Provides system operational support ensuring the effectiveness, efficiency, accuracy, and availability of systems
for end users.

Key Responsibilities: Performs routine maintenance, facilitates customizations and changes to, and ensures system disaster
recovery for systems.

Facilitates new employee technology setup, including computer setup and delivery and system access.
Resolves issues and performs authorized changes and upgrades to existing systems. Performs preventative maintenance on IT
systems and networks; monitors system performance and accuracy. Performs root-cause analysis to identify issues.

Qualifications and Competencies Competencies:
System Change Management - Controls the life cycle of all system changes using the required processes and tools enabling
beneficial changes to be made with minimum disruption to IT services. Incident Management - Maintains reported issues or
requests assigned via the Incident Management system to log actions taken and track trends.
IT Operational Support - Executes ongoing activities and procedures required to manage and maintain IT services to deliver
agreed service levels.
Service Asset and Configuration Management - Manages service assets and configuration items by maintaining accurate
configuration records to support other service management processes with documented and verifiable information.
Request Fulfillment - Manages a service request through its life cycle with efficiency and professionalism using the required
processes and tools to maintain customer satisfaction.
Access Management - Manages access to services using the required processes and tools granting appropriate rights and
denying unauthorized users access to comply with policy.
Service Level Management - Ensures the quality of the services delivered meet agreed levels using the required processes and
tools in order to maintain customer satisfaction.
Troubleshooting - Diagnoses and resolves the customer-identified issue by utilizing appropriate department standards to
satisfy customer expectations.
Problem Solving - Solves problems using a systematic analysis process by leveraging industry standard methodologies to create
problem traceability and protect the customer; determines the assignable cause; implements robust, data-based solutions;
identifies the systemic root causes and recommended actions to prevent problem reoccurrence.
Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous
improvement.

Values differences - Recognizing the value that different perspectives and cultures bring to an organization.
Organizational savvy - Maneuvering comfortably through complex policy, process, and peoplerelated organizational dynamics.

Education, Licenses, Certifications:
College, university, or equivalent degree in Information Technology, Business or a related subject preferred. This position may
require licensing for compliance with export controls or sanctions regulations.

Experience: 3 -5 years

Preferable Additional Skill Sets for the role –
Knowledge of ITGC Processes and Audit
Managing support for Engineering Applications

Behavioural aspects – The person should be a good team player & should be able to manage the cross functional stakeholders.