5 Textron Jobs

• Should be familiar with the discipline of IT service delivery and IT Infrastructure Library (ITIL) framework
• Should have experience in vendor management, managing projects with MSP Should have experience with Infrastructure budget planning and financial reports for cost management Candidate should be flexible in his/her ability to learn new tools and technologies, maintain competency and enhance professional growth and development through continuous education and training
• Project a positive attitude and grasp opportunities to learn new processes and tools
• IT Service Management: Responsible for assuring users are provided efficient and timely first and second level support
• Monitor and manage ticket queue (participating in escalated calls as needed)
• Monitors problem management and service request databases (ServiceNow & iRequest), and follows up with assigned personnel to ensure timely resolution of problems
• Serves as liaison to business customers for service delivery efforts and processes
• Demonstrates decision making skills concerning Information Systems policies, processes and procedures, with a proven track record of completing tasks and/or projects on schedule
• Accountable for meeting IT infrastructure or operational Service Level Agreements established by Systems IT
• Drives ticket deep dive and develop strategies for improvement
• Partners with HR Ops to streamline Onboarding/Termination/Transfer processes Responsible for creating and maintaining process documentation Communications: Interfaces directly with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department
• Resolves problem situations in a professional manner
• Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
• Partners with Corporate Communications and IT leadership to deliver clear, concise messages during service interruptions, planned maintenance, and deployment efforts
• Regularly works across multiple time zones to facilitate appropriate transition of technical work from onshore to offshore teams

Position Requirements

• Bachelors degree (or Masters) in Computer Science, Information Technology, or related field
• Minimum of 6 years of experience in Service Management, or Service Delivery is a must
• Experience working directly with individuals in a customer service capacity
• Exposure to ITIL processes Basic understanding of IT/Cyber Security principles
• Basic understanding of human resource management principles, practices, and procedures

Additional Competencies

• Ability to effectively prioritize and manage multiple projects and deadlines
• Ability to resolve conflicts Strong organizational, interpersonal and communication skills Ability and willingness to travel as necessary Excellent written, oral, and interpersonal communication skills
• Ability to present ideas in business-friendly and user-friendly language
• Highly self-motivated, self-directed, and attentive to detail
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Extensive experience working in a team-oriented, collaborative environment
• Well versed with latest technology trends, New-age IT solutions, Cloud based IT solutions Cross cultural work experiences Ability to work in a matrix organization
• Qualifications Bachelors degree (or Masters) in Computer Science, Information Technology, or related field
• Minimum of 6 years of experience in Service Management, or Service Delivery is a must