Sr. IT Customer Support Specialist

Profile

The future is what you make it! When you join Honeywell, you become a member of our global team of thinkers, innovators, dreamers and doers who make the things that make the future. That means changing the way we fly, fueling jets in an eco-friendly way, keeping buildings safe and even making it possible to breathe on Mars. Working at Honeywell isn’t just about developing cool things. That’s why our employees enjoy access to dynamic career opportunities across different fields and industries. Are you ready to help us make the future?

This role will support the End User services leadership team to drive consistent IT service delivery and supplier performance for the Unites States and Puerto Rico sub region sites. You will be required to participate in onsite, face-to-face engagement with key stakeholders, functional peers and IT business partners and be able to provide oversight and management of our critical IT services using consistent standards, management operating system and utilizing industry and Honeywell best practices. This role will also play an important role to provide input on the design, development and support needed to advance key transformation-based programs, projects, system upgrades, in support of continued business growth across all of our core services.

Key Responsibilities:

Provide supplier management and governance

Review and manage the supplier-based SLA’s, OLA’s, SLO’s, Customer Sentiment, Kaizen Ideas and Customer Escalation Review sentiment, CSAT, VOC and other customer feedback to drive improvements in user experience and reducing user effort to obtain IT services and resolution of IT incidents

Provide design and support for IT and Business Transformation based work

Provide escalation and supplier management to Site & Business leaders as well as the provide direct on-site IT service and support, including design review, expansion, technology upgrades and project work

Ensure full adoption and implementation of Honeywell standards, tools, processes and strict adherence to Honeywell policies

Work with our cross-functional IT support organization and our suppliers in the planning and execution for other core services including: Cyber Safety, Audit, Compliance, M&A, Continuous Service Improvement and GSS Transformation including input on Strategy, Design and execution, Cross-Functional IT alignment

Support the business case development, IT transformation, and service optimization initiatives

Support businesses to adopt new technologies and drive transformation and in support of IT based cost savings initiatives

Provide guidance and recommendations for operational support in security, compliance, specialized applications, corporate audits, risk and cyber self assessments, sustainable disaster recovery and business continuity, and protecting information in non-federal information systems

Coordinate with vendor supplier on systems monitoring, event escalation, root cause / corrective action analyses, disaster outage response and management

Ensure vendor supplier engagement where cross functional IT support and alignment is required

Act as a conduit for assisting/managing site support vendor relationship

Ensure customer satisfaction targets for site customer feedbacks are achieved

Communicate business demand planning/requests for inclusion in STRAP/AOP

Develop roadshow and showcase initiatives and support customer training requirements.

Business travel: 10% of time

YOU MUST HAVE

5 years of IT experience with increasing technical and operational responsibilities

3 years of experience supporting IT Infrastructure, Desktop and Site based IT Services

3 years of experience working with contracting, managed service and third parties (internal and external)

3 years of experience working in large enterprise IT environment supporting the design, development and deployment of large enterprise IT projects.

3 years of experience managing and support IT sites and providing service at the in environments with greater than 1,000 end-users

WE VALUE

BS in technical degree or business area

Strong communication and customer service and support skills

Ability to communicate effectively in proactive manner at all levels of the organization

Ability to work under pressure with a strong business acumen and customer centric focus

Excellent Interpersonal and communication Skills

Ability to function in a collaborative environment with business clients

Solid understanding of infrastructure and business support related experience in Honeywell is a plus

Excellent Communication Skills: ability to influence internal / external customers, suppliers, and team members to drive best outcome for Honeywell with the ability to deliver complex information to diverse audiences

A high degree of knowledge and experience supporting critical IT service and support at very large sites (>250 people) or environments including deemed as business critical

Knowledge of security concepts, standards and processes

Six Sigma certified and IT certification a plus

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

Company info

Honeywell International Inc.
Website : http://www.honeywell.com