ITSM Operations Analyst

ITSM Operations Analyst Requisition ID: 3289 Location: Moorhead, MN, US, 56560 Pay Type: Salary Travel Requirement: 11-20% ARE YOU READY TO BUILD PROGRESS WITH US? Driven by our purpose: Building progress for people and the planet.
We are transforming to become the global leader in innovative and sustainable building solutions.
Holcim is enabling greener cities, smarter infrastructure and improving living standards around the world.
With sustainability at the core of its strategy Holcim is becoming a net zero company, with its people and communities at the heart of its success.
The company is driving circular construction as a world leader in recycling to build more with less.
Holcim is 70,000 people around the world who are passionate about building progress for people and the planet through four business segments: Cement, Ready-Mix Concrete, Aggregates and Solutions & Products.
Description: ABOUT THE ROLE Under the general direction of Head of IT Plant Operations, the ITSM Operations Analyst role provides operational execution resolving end user concerns and requests.
This role will provide Tier 2 and Tier 3 support services and act as an escalation point for the Service Desk and Tier 1 support while ensuring that service levels are achieved.
Must have valid passport, valid drivers license, vehicle, and ability to travel to Canada.
WHAT YOU'LL BE DOING: Resolve and respond to customer issues Create technical documentation around new and established processes and procedures Effectively and efficiently apply predefined resolution frameworks, specialized IT system tools with the application of appropriate IT knowledge skills (e.
g.
troubleshooting) to resolve and respond to customer issues Responsible for the management of asset inventory in compliance with defined asset management processes Act as resolution Tier 2 and Tier 3 escalation point for complex business systems concern and issues Actively engage in project assignments including defining and leading project tasks and/or work packages to ensure adherence to budget, schedule, and scope of project Maintain, monitor, and administer related computing environments, including directories, systems software, applications software, and management tools Participate in the evaluation, design, and implementation of new systems that increase productivity or enhance overall business operations Contribute to ITSM Knowledge Base Develop an enhanced understanding of IT processes and policies as defined by the Americas Digital Center and how they affect our customers Participate in training to continue to develop key functional and technical skills and improve business acumen Lead customer training sessions on IT policies, directives, and processes and act as SME and Champion within the Business Work with the Operational Analyst team to resolve and communicate resolutions to customer inquiries, escalating issues as needed Communicate frequently with Management, working to develop personal skills and abilities Seek to continuously improve operations Identify and suggest process and system enhancements Perform at a level that assists in attaining overall and team-level performance measures and goals Stay apprised of service center knowledge and industry best practices Investigate and test new technologies related to the position Collaborate with other Shared Service and Global teams to deliver excellence to customers by way of projects or issue resolution Consistently meet assigned project deadlines in an agile and rapidly moving environment Ensure compliance with all Health and Safety policies and initiatives outlined in the Health and Safety manual Be available after hours for critical issue resolution WHAT WE ARE LOOKING FOR Required Education: Bachelor's/Undergraduate Degree Additional Education Preferred: Master's/Graduate Degree Field of Study Preferred: Engineering, Chemistry, Occupational H&S, HSE Required Work Experience: 5-7 years MSHA and OSHA experience (preferred) DOT experience (preferred) Experience in Management Systems and Continuous Improvement cycle: ISO – 9000, or ISO 14.
000 , or OHSAS 18.
000 (preferred) Experience in configuring, defining and implementing SOP’s Required Training/Certifications: Certificate in Occupational Health and Safety Required Computer and Software Skills: Proficient in MS Office and Google software programs: Excel, PPT, Word, G-Drive Knowledge of document management softwares (preferred) Additional Requirements: Demonstrate a commitment to communicating, improving and adhering to health, safety and environmental policies in all work environments and areas.
Promote a culture of safety and exhibit these behaviors.
Successful candidates must adhere to all safety protocols and proper use of Holcim approved Personal Protection Equipment (“PPE”), including but not limited to respirators.
Employees that are required to wear respirators must be clean shaven where the respirator seal meets the face in order to pass the qualitative and quantitative fit tests.
Sound knowledge of H&S principles, policies, procedures and regulations.
Sound knowledge of business operating processes and procedures.
Sound working knowledge of federal/state legislation per MSHA/WSIA/OHSA.
Must provide honest, objective feedback to management.
Building effective teams Influencing others Customer focus Decision Quality Action oriented Approachability Time management Management through systems What we offer: Competitive salary based on experience and qualifications Retirement Savings: Choose from 401(k) pre-tax and/or Roth after-tax savings Medical, Dental, Disability and Life Insurance coverage Holistic Health & Well-being programs Health Savings Accounts (HSAs) & Flexible Spending Accounts (FSAs) for health and dependent care Vision and other Voluntary benefits and discounts Paid time off & paid holidays Paid Parental Leave (maternity & paternity) Educational Assistance Program Dress for your day policy YOUR HOLCIM EXPERIENCE At Holcim, there is endless opportunity for you to play your part.
Whether you’re in a technical, managerial, or frontline role, you can shape a career that works for you.
With us you’ll have the chance to embrace the passion we share for our planet.
You’ll be encouraged to seek out diverse perspectives, share your ideas and build the skills and connections you need to perform at your best.
Because it’s only when we work together in a culture where everyone thrives, that we can build the world we all want to live in.
In compliance with the ADA Amendments Act (ADAAA), if you have a disability and would like to request accommodation in order to apply for a position with us, please call (773) 355-4557 or email recruiting-accommodations@holcim.
com.
This email address and phone number should only be used for accommodations and not general inquiries or resume submittals.
Driven by our purpose to build sustainable solutions for people and our planet, Holcim US encourages interested candidates who meet many, even if not all of the job requirements to apply for a position.
We provide a safe working environment for all and strive for diversity in our teams and inclusivity in our work.
We take pride in our hiring processes and our commitment to all qualified applicants will receive consideration for employment without regard to age, race, color, ethnicity, religion, creed, national origin, ancestry, gender, gender identity, gender expression, sex, sexual orientation, marital status, pregnancy, parental status, genetic information, citizenship, physical or mental disability, past, current, or prospective service in the uniformed services, or any other characteristic protected by applicable federal, state or local law.
Our goal is to drive diversity in our teams and inclusivity in our work.
Holcim (US) Inc.
, Holcim - ACM Management, Inc.
, and their affiliates and subsidiaries are an Equal Opportunity Employer, deciding all employment on the basis of qualification, merit and business need.
While we sincerely appreciate all applications, only candidates selected for an interview will be contacted.