Ingeniero De Soporte Ii

About the Opportunity
Driscoll's End User Services plays a key role as an intermediary between our Driscoll's users and the technologies that drive the business. As Driscoll's continues its digital transformation, the Support Engineer II will focus on implementing and updating IT Service Management (ITSM) practices, such as: analyzing and improving existing incident management procedures, improving workflows existing request fulfillment workloads and apply new concepts to increase the delivery of these services.

This position requires an understanding of the IT Service Management (ITSM/ITIL) framework for End User Services maturation, as well as key drivers such as Incident Service Levels (SLOs/SLAs), Optimizing Service Delivery services, process documentation and task automation. understanding these key drivers will be necessary to do your own work. Collaboration with sub-teams within the IS (T.I) organization (ServiceNow management, CIO office, infrastructure, PMO) is required to develop innovative technical solutions. This position will include informal mentoring for Support Engineer I as well as Service Desk Technicians (L0-L2).

The individual must work well in a dynamic environment and be able to recommend and implement process improvements, perform work with a moderate level of guidance, and handle multiple tasks simultaneously.

 
Responsibilities

• Complete objectives through your own work using knowledge of fundamental theories and concepts within IT Service Management (ITIL). Can manage a program or initiative.

• Use ServiceNow data to analyze trends and recurring issues reported within the incident management module and recommend solutions to reduce manual intervention of recurring issues or create and maintain technical knowledge articles (SOPs/KBAs) to increase first time resolution call (FCR).

• Uses ServiceNow data to identify outdated and/or manual processes within the request fulfillment module and recommend changes that will move us closer to self-service/automation.

• Collaborate with incident/request queue managers to find innovative ways to streamline work assignment to reduce manual processes.

• Will be responsible for creating new End User Services Knowledge Articles, updating existing End User Services Knowledge Articles, and migrating existing SOPs from other End User Services repositories to the Knowledge Base.

• Will collaborate with End User Services leadership to create and manage internal technical “runbooks” to ensure new and existing team members follow a common framework.

• Identifies areas of opportunity to improve communications and operation efficiency to improve customer satisfaction.

• Complete other tasks including Tier 0 - Tier 2 support as needed.

• Follow Company policies and practices while representing Driscoll's in an ethical and professional manner in all interactions with employees, government agencies, suppliers, growers, customers, etc.

   
Candidate Profile

Qualifications:

• Bachelor's degree in information technology (IT), Computer Science, Business Administration, or related technical degree from an accredited university.

• 2+ years of experience as a Level I Support Engineer or Level 2 Service Desk/Help Desk Technician in a medium to large multinational organization.

• 2-5 years of Professional experience in the IT functional area.

• 2+ years of experience using IT Service Management (ITSM) modules such as Incidents, Requests, Knowledge Base, Problem Management preferably through ServiceNow.

• Experience building, testing, and implementing enhancements to an ITSM platform.

• Expanded conceptual knowledge in the area of technical problem solving, service delivery, process documentation.

• Experience collecting/analyzing large data sets and creating digestible reports for leadership.

• Must have experience breaking down complex technical information in a simple way.

• Strong collaboration, teamwork and relationship building skills at multiple levels and functions in the organization.

• Ability to lead change using positive and collaborative methods.

• Understands IT service management concepts/frameworks and stays current with the latest industry trends in this field.

• Strong communication skills in writing, speaking and presentation. English required at an advanced level of proficiency.

• CompTIA+

• Intermediate to advanced knowledge of Microsoft Visio and ServiceNow.

Preferred Qualifications:

• Intermediate experience with Microsoft technologies such as Office 365 administration, Azure AD, Endpoint Manager.

• Basic experience using automation tools or scripting languages such as PowerShell or Python.

• ITSM certifications related to the provision of services are a plus.

• Basic to intermediate project management skills. Certifications are a plus.

• Previous experience leading technical projects or small technical teams.

• A valid passport and the ability to travel internationally without restrictions.

*This job description is intended to describe the general nature of the work performed by employees in this job. It is not an exhaustive list of all the job's responsibilities. At Driscoll’s, all of our jobs include broad responsibilities for continually improving the processes we use to develop our products.