Senior IT Analyst

Job Summary    
The primary function of this position is to provide site support and ensure compliance with all Eaton's policies and procedures with minimal supervision.  Our customers include all Eaton’s users (local and remote). Day to day IT ownership for site(s), site health & site customer experience, ensuring fast and quality restoration of site IT service interruptions. Leads regional improvement initiatives.  

Job Responsibilites

Tools/Technology
•    Workforce Productivity: Deployment, configuration, and support of hardware client operating systems, and productivity software for end users. Support users with Office 365 and standard productivity tools; provide basic training and guidance.
•    End User Computing & Mobility: Assist with mobile device setup and EUC tools, following standard procedures.
•    Smart Hands in Server Rooms: Provide hands-on support in server rooms, ensuring safety protocols, monitoring environments, and installing/troubleshooting servers, Virtual Machines (VMs), and UPS systems.
•    Physical Security: Support visitor management systems and maintain knowledge of access control and video surveillance technologies.
•    PC Desktop Support: Deliver onsite and remote support via BeyondTrust, manage virtual desktops, Zscaler, printers, peripherals, and PC lifecycle; resolve connectivity and security configuration issues.
•    Network Infrastructure: Troubleshoot LAN/WAN, OT environments, and assist with network security operations.
•    Mobile: Manage on-site cellular tech and support mobile communication devices (femto cells).
•    Operational Technology: Supports OT systems by connecting industrial machines to the network. Understands the role of OT in industrial environments.
•    UC Technology: Deploy and troubleshoot VoIP/telephony, conference room tech, digital signage, call center connectivity, and POTS-in-a-Box solutions.
•    Knowledge Management: Create and maintain technical documentation to support knowledge sharing.
•    Prioritize the use of AI tools in standard work activities; identify opportunities to automate and streamline to gain efficiencies.

Process
•    Follow IT Service Management (ITSM): asset management, change management, incident management, request management, problem management, and project management processes to serve end users and maintain high levels of performance in achieving service level agreements.
•    Responsible for annual refresh of IT disaster recovery plan, as well as walkthrough of plan with stakeholders if required.
•    Provide input on IT process to support the Manufacturing equipment. 
•    Lead the Inventory, Risk Assessment & Profit Planning Process. Influence budgeting, forecasting, and spending for IT infrastructure.
•    Participate in internal audits related to IT processes, procedures, software, and systems.  
•    Cybersecurity: Follow security protocols, report suspicious activity, and apply foundational security principles.
•    Lean Daily Management: - Adhere to Lean Daily Management (e.g. 5S - clean workplace initiative, RCA, Gemba). Maintain accurate ServiceNow records and manage ticket queues for timely resolution.
•    IT Compliance/Risk Management: Support disaster recovery planning, adhere to ITAR/CTD compliance, and apply cybersecurity fundamentals. Comply with, and be an advocate of, company policies and procedures
•    Continuous Improvement: Apply EBS, Root Cause Analysis, and CI tools to enhance service delivery.

People
•    Lead a small project technical team with minimal supervision. 
•    Coaching & Mentoring: Mentor new hires and support onboarding experience. 
•    Vendor Coordination and Management: Facilitate telecommunications providers on site.
•    Customer Focus: Resolve user issues independently, manage expectations, and ensure high satisfaction through timely follow-up.
•    Relationship Management: Build trusted partnerships with plant leadership and act as a liaison between IT and business stakeholders.  
•    Perform additional duties upon leadership direction.

Opportunity to specialize in 1 or more areas not less than 15% of role
•    OPEX/CI: Assist with root cause analysis on aged or breached tickets, implement corrective actions and support OPEX Manager with the monthly bowler reviews.
•    Network Infrastructure: Troubleshooting across LAN/WAN (including SD-WAN), network security, and OT environments. Assist with support for Network Security Operations technologies that enable secure site connectivity globally including site firewalls, and network segmentation.
•    Mergers & Acquisitions (M&A): Support PC deployments and integration tasks during M&A activities.
•    Project Management: Lead small to mid-sized projects within zone as a ‘Citizen PM’, coordinating resources and ensuring on-time, in-scope delivery.
•    End User Computing & Mobility: Partner on EUC strategies, optimize user experience across devices, and manage EUC platforms and mobile device management solutions.

Education Level Required    

• Bachelor’s degree in IT or related from an accredited institution

Years and Area of Experience Required   

• Minimum 3 Years of experience in a related role (IT infraestructure support)

Technical Knowledge: 

•    Intermediate knowledge of MS Windows Operating Systems
•    Intermediate knowledge of MS Office Suites - PowerPoint, Excel, SharePoint, Outlook
•    Intermediate knowledge of Hardware Devices - online PCs, PC peripherals, PC non-networked, OT Systems (I4.0), hand scanners, printers, switches, wireless access points, virtual machines, UPS, R&D Labs, and mobile phones.  
•    Intermediate knowledge of other IT infrastructure - network, servers, storage, phone systems
•    Miscellaneous equipment used in manufacturing locations such as bar code scanners, specialized printers, industrial PCs, RF Scanners, etc.
•    Ability to adapt and learn; to support complex IT environments that may contain various operating systems, desktop, network, phone, and mobile technology
•    IT Service Management (ITIL) - Asset Management, Incident Management, Request Fulfilment, Problem Management, and Change Management
•    Ability to lead IT initiatives across the organization

•    Excellent customer service 
•    Ability to relate well to people at all levels of the organization
•    Optional Mentoring of Analysts
•    Instructional guidance for Customers
•    Communication: Communicate clearly across languages and audiences, translating technical content for non-technical users.
•    Self Motivation-Leadership-Responsibility-Teamwork-Problem Solving-Technical Agility -Ability to Work Under Pressure-Time Management-Flexibility-Agile Mindset-Conflict Resolution-Negotiation
•    Core Competencies: Demonstrate sound judgment, attention to detail, empathy, accountability, and effective conflict resolution.
•    Learning Agility: Actively pursue training and development opportunities.
•    Ability to draw conclusion from complex data sets to improve a metric or effort. Can present solutions and drive the improvement from data analysis.

Thinks and Acts Strategically, Gets Results, Builds Organizational Capability, Digital Mindset.