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IT Customer Care Support Analyst

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Date: Jun 30, 2021

Location: Shanghai, SH, CN, 200031

Company: Corning

Requisition Number: 47149

 

Corning is one of the world’s leading innovators in materials science. For more than 160 years, Corning has applied its unparalleled expertise in specialty glass, ceramics, and optical physics to develop products that have created new industries and transformed people’s lives.

Corning succeeds through sustained investment in R&D, a unique combination of material and process innovation, and close collaboration with customers to solve tough technology challenges.

Roles and Responsibilities:

  • Engage with IT partners/key customers and understand responsible division/plant/office specific requirements
  • Bridge the service gap between IT service delivery teams and the business using data analytics to assess processes, determine requirements and deliver data-driven recommendations reporting to IT leadership and stakeholders
  • Track incident/problems, ensure incident/problem process adherence, review data to identify repetitive issues, drive “root cause”, ensure a fix is implemented, validate “fixed” service meet performance/quality expectations
  • When the problem isn’t in IT EUS, hand-off to other IT service line, and continue following to ensure customer satisfaction
  • Monitor IT operations performance metrics to ensure on-going delivery
  • Drive operations team training and retraining program by defining and reviewing IT service procedures/ workflows as a part of improvement actions
  • Partner with IT project managers to enable project success and transition to support

Required Skills:

  • Strong IT technical knowledge in desktop computing, mobile device, network, and other IT infrastructure components
  • Data analytical skills with know-how on interpret the information to recommend and implement IT service outcomes
  • Familiar with quality improvement methodologies – Six Sigma, DMAIC, etc
  • Computer literate in MS Office programs (Outlook, Word, Excel, PowerPoint)
  • Ability to work in a close team environment / strong team player
  • Outstanding organizational and interpersonal skills
  • Demonstrated ability to manage multiple tasks and timelines
  • Ability to build relationships and interact with all levels of the organization
  • Ability to manage own workload and set priorities with little supervision 

Desired Skills:

  • ITIL certification
  • Experience with ServiceNow ITSM platform
  • PMP certification
  • MS PowerBI
  • Previous experience working in a global corporation environment 

Education Requirements:

  • Bachelor’s degree in Information Technology Management or Business Management related field

Work Experience:

  • 5+ years of experience in IT infrastructure and/or End-User technologies and support processes

 

Employee Referral Level: 1