IT Communication & VIP Management Support (Ref. PS1911)

IT COMMUNICATION & VIP MANAGEMENT SUPPORT

BRINE SA is currently seeking a Process Analyst/VIP Management Support to work in a multinational team in a modern working environment, with good social benefits and a variety of career opportunities.

RESPONSIBILITIES:

The IT Process Analyst function is responsible for ensuring value-added ITIL v3 processes are developed and updated to reflect operational changes in conjunction with the Infrastructure Technology Outsourcing partner(s), and IT, produces a rich set of Service Level Agreement and Operational Level Agreements that provide critical insights into performance for a diverse set of stakeholders, and drives business partner communications for all Infrastructure events.

As a Supporter you have the responsibility to ensure that business partners are receiving the technology support needed in order to maximize their productivity through the Global Infrastructure Support and Services organization and the Infrastructure supplier. The support provided will be a differentiated set of support that caters to the unique requirements of this audience. This position will work closely with all Infrastructure organizations responsible for providing the underlying capabilities deployed and ensure that the highest levels of support are being provided to End User's of these services.

KEY DUTIES & RESPONSIBILITIES AS A PROCESS ANALYST (70-80% WORKLOAD):

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Provide oversight and direction across the wide set of ITIL v3 processes that are required to ensure the effective and efficient operations of the Infrastructure and ADM organizations for both internal and external stakeholders
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Drive proactive continuous improvement of all ITIL v3 processes with an emphasis on the evolving needs of all stakeholders and new end user computing functionality introduced over time
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Document and communicate all processes, policies and procedures for obtaining IT support
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Partner with the ITO provider in the development and maintenance of a knowledge management framework and repository that drives higher levels of self-help, First Cal Resolution and end user satisfaction
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Implement and manage a business partner satisfaction measurement and feedback process
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Communicate effectively with business partners, producers and stakeholders on all changes and planned/unplanned service outages in a timely and effective manner
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Set, track, measure and report on key performance metrics
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Partner effectively with all IT organizations, including strategic partners in executing all responsibilities

KEY DUTIES & RESPONSIBILITIES AS A SUPPORTER (20-30% WORKLOAD):

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Ensure that the End User Computing support and services being provided to VIP business partners identified by VIP's, regardless of how the support is being sourced, are meeting established service level commitments and End User Satisfaction
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Regularly communicate with VIP End Users improvements and changes that are taking place including ways in which the technology that is available can be fully utilized to drive greater levels of productivity

REQUIRED EDUCATION/TRAINING & EXPERIENCE:

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Bachelor's Degree (required), in IT or Business Informatics
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First experience in process, reporting, and performance service, preferably with ITIL
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2-3 years hands-on experience in Service Desk Support or End-User Support
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Strong IT flair
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Proven relationship management and interpersonal skills
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Extensive analytical skills
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Ability to execute and prioritize a number of tasks simultaneously
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Proven practical experience with analytics of infrastructure related data
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High service orientation and ability to measure customer satisfaction
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Ability to establish priorities and processes
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Strong written and verbal communication skills
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Solid experience with conflict resolution
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Strong influence and negotiation skills

Interested? If yes, then please send me your Curriculum Vitae to

WORK LOCATION: Zürich

START DATE: ASAP

PERMITS REQUIRED: EU citizen or valid work permit

WORKLOAD: 100%

LANGUAGE: English

REF: PS1911

BRINE SA has been providing its IT- and SAP specialists for short-, mid- and long-term projects in Switzerland since 1985, with customers primarily active in the following market sectors:

Financial services sector, especially banks and insurance companies

Pharmaceutical industry

Government and services sectors

BRINE SA is a stable, financially independent, Swiss enterprise with its head office in Zurich. Our services cover the entire IT spectrum, as well as interfaces to the various business sectors, and range from management- and IT-consulting through to software development and project implementation.

IT - RESOURCES

We offer our top consultants, computer profis and SAP experts to our customers as external specialists for limited assignments and as well for permanent positions. BRINE SA is especially distinguished by its renowned characteristic strengths:

Short reaction time - rapid selection and supply of consultant's CVs, with skills matched to customer requirements.

Quality - we take quality very seriously, both for internal and external-facing processes, thereby convincing many customers to maintain a long-standing business relationship with BRINE SA

Coaching - BRINE SA coaches and supports its consultants throughout the entire duration of the customer assignment.

BRINE SA is ISO 9001:2008 certified since 2012