IT Support Associate - Level III

Job Summary:

With limited supervision, provides system operational support ensuring the effectiveness, efficiency, accuracy, and availability of IT resources and systems for end users with opportunities for coaching and developing less experienced IT Support Associates. Must work collaboratively with others.

Key Responsibilities:

Performs IT production support for assigned area(s) according to documented processes. Creates and maintains process documentation and standards. Diagnoses and problem solves issues with IT hardware or software components with limited direction. Requires the ability to install, configure, or disposition IT hardware and/or application issues. Troubleshoots assigned issues per department standards to resolution. Uses Incident Management system to manage reported issues or requests submitted by end users and log any actions or support provided. Has reporting responsibility within the system. Trains less experienced associates on IT support processes and tools. Assists with additional IT responsibilities as assigned. Encourages root cause analysis using the formal problem solving approach for recurring issues.

External Qualifications and Competencies

Competencies:

Balances stakeholders - Anticipating and balancing the needs of multiple stakeholders. 

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives. 

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. 

Decision quality - Making good and timely decisions that keep the organization moving forward. 

Ensures accountability - Holding self and others accountable to meet commitments. 

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. 

Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement. 

Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations. 

Incident Management - Maintains reported issues or requests assigned via the Incident Management system to log actions taken and track trends. 

Troubleshooting - Diagnoses and resolves the customer-identified issue by utilizing appropriate department standards to satisfy customer expectations. 

Problem Solving - Solves problems and may mentor others on effective problem solving by 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 ensures actions to prevent problem reoccurrence are implemented. 

Values differences - Recognizing the value that different perspectives and cultures bring to an organization. 

Education, Licenses, Certifications:

Experience:

Additional Responsibilities Unique to this Position

Technical Consultant with experience of 3 to 5 years in Oracle Applications.
Technically sound in PL/SQL, Forms, Reports, Workflows, BI publisher reports, MWA, OA framework, Interfacesand integrations is must.Functional knowledge of manufacturing processes is preferred.Must be aware of production support activities. Implementation & upgrades experience is preferred.