On-site Senior Engineer

**IT Onsite Support Engineer
**General**:This role is to oversee the APAC and EMEA Service Desk function and staff ensuring that all end users are receiving the appropriate assistance. This includes the responsibility of managing all policies, processes and procedures related to the identification, prioritization, and resolution of all end user help requests regardless of geographic location and organization. This will include but is not limited to the monitoring, tracking, coordinating, and communicating status of requests made to the Service Desk. Manage escalations as appropriate.

This role will also contribute to individual and global problem resolution through detailed reporting, analysis, and the use of engineer to zero service management concepts. This position will also be responsible for managing the intake of new service functions and capabilities within the Service Desk function.

**Position Plan**:This role provides strategic direction to enable a world class Service Desk from both an operations and financial perspective. This function will provide services and support across multiple business units and geographies. The function provides solutions for end users as requested in the most professional and expedient manner possible.

Manage and refine Service Desk service level commitments and response times in consultation with end users and established corporate IT policies. Establish problem resolution expectations and timeframes along with a closed communication cycle that includes an end user feedback loop.

Continual process improvement of the function through the implementation and management of quality improvement methodologies.

This person will collaborate with other departments and business units to extend the functionality as new services are developed and delivered to the end users. This position will also conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts. Provide necessary vendor management to ensure the organizational strategies are achieved. Lead activities required to select vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.

**Operational Management**

Monitor and test fixes to ensure problems have been adequately resolved. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution and self-help methodologies.

Train, coach, and mentor resources and other staff as required to improve operational effectiveness and efficiency. Maintain knowledge management process and procedures to improve function capability within ServiceNow.

Conduct monthly feedback and participate as necessary in voice of the customer activities to ensure overall function continues to improve its customer satisfaction ratings.

**Essential Duties and Responsibilities will include**:

- Responsible for budget management and forecasting.
- Communicate openly and effectively with peers and subordinates. Mentor and coach team members on effective communications techniques.
- Provide vendor management and product selection leadership when necessary. Establish team goals and thresholds for SLA and resource allocations.
- Develop and demonstrate effective negotiation skills.
- Ensure actions adhere to the direction of the company vision and values, while setting a positive example for other team members to follow.
- Foster an environment of trust and teamwork.
- Lead team members with respect and unyielding integrity while driving to meet company objectives.
- Responsible for establishing IT strategy within function.
- Participate in service development design review meetings, as appropriate.
- Participate in IT project, knowledge management and service review meetings, as appropriate.

Bachelor’s Degree in Computer Science, Business Administration, Information Systems, Electrical Engineering, or equivalent combination of education and experience is required. Master’s Degree is highly preferred.

Desired: Relevant related experience in Information Technology Engineering and Information Technology functions. Experience in a large global corporate environment preferred.

Significant business acumen coupled with strong understanding of IT and Support methodologies.

Well-developed leadership skills and demonstrated project management skills.

Demonstrable business linkage, customer service, relationship management, change and transformation management experience. Ability to translate business needs into technical strategy and IT requirements.

Planning and budgeting ability.

Analytical & conceptual skills. Strong communication and negotiation skills.

Excellent communication skills in writing, presenting, informing and active listening, team player, excellent people skills, out-of-the-box thinker, and ability to interact with all levels of resources in an organization.

Demonstrated abili