Join Amrize as a ITSM Operations Analyst and help construct what's next. If you're ready to put your skills to work on projects that matter — and build a career with a company that’s building North America — we want to hear from you!

ABOUT THE ROLE
Under the general direction of the Head of IT Plant Operations, the ITSM Operations Analyst role provides operational execution, resolving end-user concerns and requests. This role will provide Tier 2 and Tier 3 support services and act as an escalation point for the Service Desk and Tier 1 support while ensuring that service levels are achieved. This role will be responsible for contributing to and leading IT and Business projects as related to services such as Collaboration, Network, Endpoints, Software, and team initiatives. The ITSM Operations Analyst is responsible for meeting and exceeding pre-defined metrics/benchmarks, ensuring that standards and processes are followed to provide execution excellence. The role will require interactions with business end users, relationship managers, project managers and global IT teams. This role may work on assignments that are complex in nature and require judgment, initiative, and communication to resolve problems and/or develop recommended solutions with minimal supervision. The ITSM Operations Analyst role will be responsible for instructional documentation around processes and procedures.

WHAT YOU'LL ACCOMPLISH

• Resolve and respond to customer issues
• Create technical documentation around new and established processes and procedures
• Effectively and efficiently apply predefined resolution frameworks, specialized IT system tools, with the application of appropriate IT knowledge skills (e.g., troubleshooting) to resolve and respond to customer issues
• Responsible for the management of asset inventory in compliance with the defined asset management processes
• Act as a resolution Tier 2 and Tier 3 escalation point for complex business systems concerns and issues
• Actively engage in project assignments, including defining and leading project tasks and/or work packages to ensure adherence to the budget, schedule, and scope of the project
• Maintain, monitor, and administer related computing environments, including directories, systems software, applications software, and management tools
• Participate in the evaluation, design, and implementation of new systems that increase productivity or enhance overall business operations. Contribute to ITSM Knowledge Base
• Develop an enhanced understanding of IT processes and policies as defined by the Americas Digital Center and how they affect our customers
• Participate in training to continue to develop key functional and technical skills and improve business acumen. Lead customer training sessions on IT policies, directives, and processes, and act as SME and Champion within the Business
• Work with the Operational Analyst team to resolve and communicate resolutions to customer inquiries, escalating issues as needed
• Communicate frequently with Management, working to develop personal skills and abilities.
• Seek to continuously improve operations. Identify and suggest process and system enhancements
• Perform at a level that assists in attaining overall and team-level performance measures and goals.
• Stay apprised of service center knowledge and industry best practices. Investigate and test new technologies related to the position. Collaborate with other Shared Service and Global teams to deliver excellence to customers by way of projects or issue resolution
• Consistently meet assigned project deadlines in an agile and rapidly moving environment
• Ensure compliance with all Health and Safety policies and initiatives outlined in the Health and Safety manual
• Be available after hours for critical issue resolution
• Other duties as required
• Demonstrate a commitment to communicating, improving and adhering to health, safety and environmental policies in all work environments and areas. Promote a culture of safety and exhibit these behaviors.

WHAT WE’RE LOOKING FOR

Education: Bachelor's degree or years of equivalent experience
Field of Study Preferred: Computer Science, Engineering, or related discipline with an IT focus
Required Work Experience: 3 – 5 years in End User Support
Required Training/Certifications: ITIL v4 Foundations; Microsoft Certifications or working toward them; Cisco Certifications or working toward them
Required Technical Skills: Experience with Active Directory, Service Now (SNOW), Microsoft SQL
Travel Requirements: Locally up to 40%

Additional Requirements:

• Ability to work decisively under a heavy workload, considering the criticality, urgency, and extended work hours required to ensure the availability of the service in accordance with service level commitments
• High willingness to drive transformation and service improvement
• Ability to quickly adapt to and from single-person to team working environments
• Diverse capability for problem-solving, decision-making, and sound judgment
• Highly professional demeanor with the ability to speak confidently, courteously, and credibly to all levels of management.
• Work effectively in the face of ambiguity, shifting priorities, and rapid change while actively developing one’s skills and capabilities
• Foster a business-focused environment, delivering exceptional customer service and anticipating future customer needs
• Effectively examine events, issues, and problems and generate optimal solutions in a timely manner
• Leads with a sense of collaboration and works effectively across the organization to achieve goals
• Successful candidates must adhere to all safety protocols and proper use of Amrize approved Personal Protection Equipment ("PPE"), including but not limited to respirators. Employees that are required to wear respirators must be clean shaven where the respirator seal meets the face in order to pass the qualitative and quantitative fit test.

WHAT WE OFFER

• Competitive salary
• Retirement Savings: Choose from 401(k) pre-tax and/or Roth after-tax savings
• Employee Stock Purchase Plan
• Medical, Dental, Disability and Life Insurance  
• Holistic Health & Well-being programs
• Health Savings Accounts (HSAs) & Flexible Spending Accounts (FSAs) for health and dependent care
• Vision and other Voluntary benefits and discounts
• Paid time off & paid holidays
• Paid Parental Leave (maternity & paternity)
• Educational Assistance Program
• Dress for your day