Mobility Support Analyst

MOBILITY SUPPORT ANALYST 

SUMMARY:

GOT-ITI is the organization that manages day-to-day IT infrastructure service delivery on a global scale for our client in partnership with both our internal customers and our external suppliers in accordance with contract requirements, SLAs and internal agreements. 

The Workplace and Mobility Team within GOT-ITI provides operational delivery and governance for IT End User Services. The operational services in scope include Service Desk, Platform, Mobility and Collaboration services delivered through a combination of in house and outsourced suppliers. 

The Central Team provides global and regional oversight of the services delivered locally in each in scope countries, ensuring that group standards, processes and policies are followed and providing a central point of ownership for the services and for management of suppliers. 

The Mobility Services Technician role will support the management and delivery of Mobility operations with specific accountabilities as directed by the Mobility Lead which will include L2/3 resolver group support. 

The GOT-ITI Mobility Services Technician ensures that service levels are maintained and continuously improved, and that problems with the day-to-day delivery of services are minimized. This role is responsible for acting as part of a L2/3 resolver group to resolve incidents passed through from the service desk and to support wider aspects of Mobility services as directed by the Mobility Lead.

KEY TASKS & ACCOUNTABILITIES: 

·         Achieve departmental objectives and targets

·         Servicing tactical and strategic needs of business customers

Service delivery and performance

·         Delivery of specific IT services relating to the IT Workplace and Mobility scope

·         Ensure group standards and policies are met while delivering to local business requirements

·         Minimising operational risks to service and cost

·         Implementation and maintenance of global standards for processes, toolsets and methodologies

Technical delivery

·         Provide expertise on specific IT responsibilities contributing to projects, service enhancements, new services and commercials

·         Delivers specific IT responsibilities for Mobility services to advise on and resolve questions, issues and escalations related to the service performance

·         Provides expert guidance and support to customers and facilitates communications with other teams as necessary

Role dimensions

·         Central role

·         Operates specific IT services within the IT Workplace and mobility portfolio

·         Scope of operation includes Europe, NA, Latam and APAC

·         Complex operational relationships including local, global, internal and external

QUALIFICATIONS/EXPERIENCE: 

·         3-5 years’ experience in Information Technology industry with at least 2 in an expert IT role

·         University Degree or equivalent or specific relevant working experience

·         ITIL fundamentals

KNOWLEDGE: 

·         Analytical and problem solving skills

·         Good working knowledge of relevant IT Workplace and Mobility scope

·         In time the role holder will be required to build a deep understanding of company-specific methodologies (e.g. project management) and legal / regulatory requirements in countries of operation.

TECHNICAL SKILLS: 

Communications and Stakeholder management

·         Excellent communication skills, able to communicate effectively at all levels using appropriate written and/or verbal methods including PowerPoint presentations

·         Able to chair meetings, workgroups and workshops and drive actions to completion

·         Good Supplier Management skills

·         Experience managing issues in a multi-stakeholder and heavily outsourced business landscape

Analytical & problem solving

·         Problem solving, decision making and judgement skills

People management

·         Able to achieve through others in a complex matrix management environment

·         Excellent team worker, able to build and maintain effective working relationships at all levels, internally and externally

·         Ability to operate in a matrix management environment

Managing self

·         Methodical, meticulous, well organised and quick to learn new tasks

·         Must demonstrate strong organisational skills and proven track record of success in a demanding environment

·         Demonstrates drive, and speed on all activities without losing quality and accuracy

·         Self-starter, works autonomously on own initiative to achieve results within defined framework

·         Acts proactively to initiate ideas for improvement

Role – specific skills range

·         Experience of large global Mobility operations

·         Strong service management background

·         Good working knowledge of Mobility services in BYO and Corporate scenarios

·         Understanding of key performance metrics

·         Experience of operating in a global organisation with outsourced vendor management

·         Good understanding of MobileIron and Mail & Messaging services and key processes.