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Honeywell · 3 weeks ago

Sr IT Customer Support Specialist

Baton Rouge, LA, United States

Full-time

Hybrid

Mid, Senior Level

3+ years exp

Honeywell is a leading software-industrial company that addresses critical challenges around energy, safety, and productivity. As a Sr. IT Customer Support Specialist, you will provide world-class customer service and technical support, lead a high-performing support team, and ensure customer satisfaction by resolving complex technical issues.

AerospaceElectronicsInformation TechnologyInnovation ManagementManufacturingService Industry

Growth Opportunities

No H1B

U.S. Citizen Only

Responsibilities

Help define, manage, and assist with the supplier management governance processes and procedures

Contribute to delivering a robust governance structure, align with the contractual commitments with IT suppliers, and encourage appropriate innovation and development

Define robust MOS with the IT suppliers, partners and peers at the site and key business contacts to ensure clear and regular reporting, in line with contractual obligations

Review and manage the supplier-based SLAs, OLAs, SLOs as per the standard work defined, by proactively monitoring the customer escalations, customer satisfaction and feedback to drive improvements in user experience and reduce user effort to obtain IT services

Proactively monitor and facilitate incident escalation to ensure minimum resolution time and adequate engagement across IT teams

Support customers initiate or consume IT services or processes through enablement training and facilitation across IT services within geographical responsible area

Act as IT Site Champion when defined and drive the end-to-end accountability within IT to build confidence and trust

Build local expertise having global mindset, by taking ownership and leaning in to support standardization and service improvement

Provide escalation support and supplier management to site & business leaders as well as to provide direct on-site IT service and support, including proposed design review, facilitate execution, technology upgrades and project work

Ensure full adoption and implementation of Honeywell standards, tools, processes and strict adherence to Honeywell policies

Work with cross-functional IT support organization and our suppliers in the planning and execution for other core services including, but not limited to: Cyber Safety, Audit & Compliance, merger and acquisitions, Cross-Functional IT alignment

Support businesses to adopt new technologies and drive transformation and cost savings initiatives

Provide guidance and recommendations for operational support in security, compliance, specialized applications, corporate audits, risk and cyber self-assessments, sustainable disaster recovery and business continuity, and protecting information in non-federal information systems

Coordinate with vendor supplier on systems monitoring, event escalation, root cause / corrective action analyses, disaster outage response and management

Ensure vendor supplier engagement where cross functional IT support and alignment is required

Ensure customer satisfaction targets for site customer feedbacks are achieved

Develop roadshow and showcase initiatives and support customer training requirements

Qualification

IT Infrastructure SupportManaged Services ExperienceLarge Enterprise IT ProjectsIT Site ManagementBachelor’s DegreeCustomer Service SkillsSix Sigma CertificationITIL CertificationCommunication SkillsProblem-Solving MentalityCollaboration SkillsCritical Thinking

Required

Minimum 3 years of IT experience with increasing technical and operational responsibilities

Minimum 3 years of experience supporting IT Infrastructure, Desktop and Site based IT Services

Minimum 3 years of experience working with contracting, managed service and third parties (internal and external)

Minimum 3 years of experience working in large enterprise IT environment supporting the design, development and deployment of large enterprise IT projects

Minimum 3 years of experience managing and support IT sites and providing service at the in environments with greater than 1,000 end-users

Strong communication and customer service and support skills

Ability to listen and to communicate effectively in proactive manner at all levels of the organization

Ability to work under pressure with a strong business acumen and customer centric focus Excellent Interpersonal and communication Skills

Ability to function in a collaborative environment with business clients

Ability to take proactive steps in managing problems

Facts oriented approach, problem-solving mentality, critical thinker

Excellent Communication Skills: ability to influence internal / external customers, suppliers, and team members to drive best outcome for Honeywell with the ability to deliver complex information to diverse audiences

Ability to provide clear and concise reporting

A high degree of knowledge and experience supporting critical IT service and support at very large sites (>250 people) or environments including deemed as business critical Knowledge of security concepts, standards and processes

US Citizen requirement: Must be a US Citizen due to contractual requirements