Global IT Field Services Operations Engineer/Analyst

Our vision is to transform how the world uses information to enrich life for all.

Micron Technology is a world leader in innovating memory and storage solutions that accelerate the transformation of information into intelligence, inspiring the world to learn, communicate and advance faster than ever.

JR61807 Global IT Field Services Operations Engineer/Analyst

We are seeking a skilled and experienced Global Field Services System Manager / Business Analyst to join our team. The ideal candidate will have a minimum of 2+ years of experience in a business analyst role, with knowledge of business processes and data analysis, supporting Endpoints (Windows/Mac, Mobile), troubleshooting basic hardware issues, parsing error messages/logs, and designing solutions. They should have experience in IT Field Services/Desktop Support and be familiar with major OEM (Dell/HP/Lenovo) devices. They should also have good troubleshooting and technical knowledge in the client environment and be familiar with ITIL processes and documentation.

The Global Field Service Operation Team coordinates 200+ technicians and engineers over multiple sites delivering IT support to Micron employees in the Office, Production and Laboratories environment - The team operates across all regions in a distributed fashion and require high collaboration and innovation spirit. Due to the nature of the global role excellent communication formalization and reporting skills are mandatory.

Responsibilities:

• Work with stakeholders to understand their needs and translate them into requirements.
• Analyze business processes and identify areas for improvement.
• Collaborate with cross-functional teams to develop and implement solutions.
• Create and maintain documentation, including business requirements, process flows, and data models.
• Conduct data analysis to support decision-making.
• Communicate project status and progress to stakeholders.
• Collaborate with global support technicians in troubleshooting and resolving infrastructure and end-user problems.
• Maintain client hardware standards and test new technology to enhance the computing environment.
• Proactively address operational challenges.
• Organize and prioritize computers benchmarking tasks.
• Complete projects on time and with the resources allocated.
• Articulate findings in written reports.
• Keep project members and customers informed of project status through various mediums.

Requirements:

• 2 to 4 years of experience Business Analyst / System Manager.
• Bachelors degree in Computer Science, Business Administration or a related field.
• Proven work experience as a Business Analyst or similar role.
• Experience in business process analysis and improvement.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Knowledge of data analysis tools and techniques.
• Familiarity with project management methodologies.
• Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role.
• Experience in IT Field Service activities.
• A+ certification or equivalent is desired.
• Hands-on experience with Windows environments. Familiarity with Windows operating systems.
• Experience in ticketing tools such as Service Now, BMC Remedy, etc.
• Familiarity with endpoint management tools and practices.
• Knowledge in benchmarking tools (e.g., PassMark, PCMark).
• Understanding of performance metrics (CPU, GPU, memory, disk).
• Understanding of ITIL processes (incident, problem, change management).
• Ability to collaborate with cross-functional teams and communicate effectively.
• Strong problem-solving skills.
• Ability to analyze problems and create solutions.
• Experience working with teams in multiple time-zones, multi-national interaction.
• Experience with various client PC hardware and accessories (wireless devices, docking stations, Bluetooth technologies, etc.).
• Able to support individuals using different communication methods (phone, email, instant messaging). Creative thinker in developing solutions.