Field Support IT Analyst
Rivoli, IT, 10098
Dana is a global leader in the supply of highly engineered driveline, sealing, and thermal-management technologies that improve the efficiency and performance of vehicles with both conventional and alternative-energy powertrains. Serving three primary markets – passenger vehicle, commercial truck, and off-highway equipment – Dana provides the world's original-equipment manufacturers and the aftermarket with local product and service support through a network of nearly 100 engineering, manufacturing, and distribution facilities.
Position Summary
We’re looking for a Field Support IT Analyst in Rivoli (TO)
The Field Support IT Analyst is single point of “ownership” for customer issues and should/must:
• Work to provide local desktop and network support and act as a liaison among the stakeholders to understand the structure, policies, and operations of the organization, supplier, and customer, and to provide solutions that enable the organization to achieve its goals
• Be aware of and execute the Dana support processes and effectively utilize those processes and people within it to solve the issues for customers, without creating major disruption within the organization.
• Understands the priority and sensitivity of customer problems and assesses internal solution priorities effectively to maintain customer satisfaction
• Relate well to customers and understands the production environment.
• Communicate in a direct non-confrontational manner while maintaining good relationships and keep the customer fully informed of the status of any reported problems on a frequent basis.
• Actively seeks feedback from customers on ways to potentially improve the support process and relationships
Main Responsibilities
• Ownership for all IT activities at the facility (Involved and engaged)
• Serve as Single Point of Contact for the Plant Manager and Plant Staff relative to all aspects of IT, participate in all key meetings (Staff, Safety, Daily/Shift Huddle, Change Control, Program/Launch reviews)
• Serve as ambassador for the plant representing/escalating key IT requirements and issues to relevant IT support and process (Infrastructure, ERP, Manufacturing, etc.) to teams within IT
• In conjunction with central teams, maintain a technology roadmap/plan to track compliance to current standards relative to technology base and 5S organization principles; includes security, local data center, network components/cabinets, and peripherals
• Maintain and post the standard IT in-plant scorecard containing performance to IT metrics, incidents, and deployment/launch status
• Ensure IT policies, procedures, and standards are adhered to
• Budget input and tracking (represent plant requirements in AOP planning cycle)
• Responsible for deployment of Dana IT standards for HW, SW, and processes
• Actively participate in all P1/P2 incident calls providing information on plant impact and failure modes; communicate resolution status to plant personnel on a real-time basis and post incident. Participate in post event root cause analysis (as required)
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• Ensure facility staff is properly informed on the IT support model (e.g., contacts, phone numbers by area/failure mode); align IT support model with operational patterns including shifts, weekends, shutdown and vacation periods
• Utilize ServiceNow to log, track, and resolve all incidents and requests
• Partner with Deployment teams to assist with in-plant deployment activities (contingent on skill set and workload); assist with coordination of change windows are review/approve all site-specific changes
• Adopt continuous improvement mindset; includes best practice “read across” and implementation
• Develop a strong working knowledge of the Dana Operating Systems (DOS), and the role of IT in enabling components of the DOS
• Comply to all in-plant safety practices; correct and/or escalate violations or potential gaps in equipment or procedure
• Develop a detailed understanding of plant operations including but not limited to: Manufacturing/Assembly processes and associated metrics, products, customers plants/OEM’s, OT environment and functional knowledge of all IT applications deployed at the site
• Support major roll-out projects of Windows 10/11, Office365, Windows Server environment, annual PC hardware refresh, local area network refresh
Job Position Requirements
Education: Associates or Bachelor’s Degree preferred in a business/technical discipline, related vocational training, or related certification program or equivalent experience of 5+ years related professional experience
Experience: 2-4 years related professional experience
Language Skills
• English B2
• fluency in reading, writing and speaking is a plus
Certifications: ITIL v3 Foundation is highly preferred
Additional skills
• SOX and ITIL
• Strong understanding of business processes, information systems, and technology
• Excellent analytical, problem solving, oral, written and team skills
• Proficient in eliciting, documenting, and managing business requirements
• Familiarity with project management methodologies and tools
• Effective communication and interpersonal skills, with the ability to work cross-functionally
• Experience with business analysis tools and techniques (e.g., process mapping, data modeling)
• Familiarity with Agile development methodologies is preferred
• Ability to work independently and manage multiple tasks and deadlines
Core Competencies
Ability to think and act in a strategic way
• Can lead & act consistent with the company’s strategy and values
• Able to demonstrate strategic problem solving, good decision making and sound judgment
• Demonstrates sound business and technical acumen
Ability to build and develop talent
• Able to align talent to company’s strategy
• Demonstrates ability to develop self and others
• Shows evidence of continuous learning
Ability to demonstrate an effective approach to engagement and problem solving
• Able to build trust and engage others
• Can build or contribute to an inclusive team environment
• Demonstrates strong interpersonal communications
• Exhibits a strong professional presence
Ability to achieve planned results
• Demonstrates a strong customer focus through planning and actions
• Acts with initiative and urgency
• Shows the ability to be a change leader with adaptability and continuous improvement
• Ability to hold oneself and other accountable for results
• Demonstrates the ability to leverage all available resources to achieve results
“If you are not contacted within 60 days after your application, the search should be considered filled. In compliance with law obligations and GDPR, your application could be considered for further opportunities aligned with you profile"
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
Unsolicited Resumes from Third-Party Recruiters
Please note that as per Dana policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters were engaged to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that Dana will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.