Purpose of the Job:
The Operations Support Analyst will work closely with the Business Services Manager and other staff within the local Business Services Organization to provide end-user support for all WAN/LAN-based software applications, will provide hand on operational support for the IT Operations group and Help Desk analysis, and assist in the development and maintenance of network communications to support business.
Principal Accountabilities and Key Tasks:
The Operations Support Analyst:
Will provide first lead to operations support group in daily Server/PC support, also when required help desk troubleshooting, problem solving, and utilizing best practices to resolve support issues.
Utilizes knowledge of LAN/WAN systems to help plan and install internal networks.
Assists IT Engineering in configurations and implementations of network hardware.
Communicates with Subject Matter Experts in other IT Departments – in particular Infrastructure, ERP and Application Systems, EDI, Business Intelligence – to troubleshoot and resolve IT issues on behalf of the local users.
Helps testing and evaluating network systems to eliminate problems and make improvements.Participates in project phase reviews, evaluating requirements, implementation plans in terms of compliance to the operational standards.
Supports, monitors, tests, and troubleshoots hardware and software problems pertaining to WAN / LAN.
Recommends and schedules repair and maintenance actions.
Can install and configures Servers, Operating systems and workstations.
Can write manuals to describe installation and operating procedure for IT systems and applications.
Can manage functional test scenarios together with the users.
Can produce simple reports and automation tools for users and other departments.
Follows the guidelines for change control and any required configuration management.
Administers issue logs.
Can provide risk assessment of hardware and software issues.
Recognizes and adapts to new developments in Information Systems Technology.
Helps supporting, developing and maintaining the current set of business software applications supporting the business activity of the local unit, including, but not limited to, the local ERP system with its interfaced or otherwise related software applications.
Knowledge & Experience:
The ideal candidate must have:
Good understanding of operational procedures for PC support, Help Desk support, servers, Windows operating systems as well as network engineering and troubleshooting concepts.
Ability to work independently for problem solving and in team with other IT Departments to provide support to end users group, relying on experience and judgment to plan and accomplish goals.
Good understanding of application and infrastructure architectures in broad sense, as it related to computer hardware and software, operating systems, relational databases and client/server concepts.
Good communication skills, both oral and written.Proficiency in preparing reports of technical information to provide status of operations support.
Ability to perform engineering design evaluations and implementations of these designs to support infrastructure hardware and software.
Ability to record all reported problems and perform first level problem determination before escalating to other support areas.
Troubleshooting ability and logical thinker with good planning knowledge.
Good business knowledge and understanding interactions with other Organizational Groups and the leaders within those groups.
Willingness to apply in learning exciting new technologies and modern environments.
Knowledge and experience with SAP or Navision or other ERP systems.
Preferred requirements:
Excellent knowledge of the ServiceNow application.
Excellent knowledge of Microsoft Windows and Windows-based Enterprise environment.
Knowledge of Cisco network devices and operating systems.
Flexibility regarding working hours as, on an exceptional basis, support and some project activities may require working on out of usual business hours or at weekends.
Knowledge and experience with SOx and ITGC Compliance requirements.Knowledge of scripting languages and techniques.
Working Arrangements:
This role is office based at the ACCO facility in Tokyo, Japan with travel to other sites in Japan when required in the completion of duties or project work.
A full, clean driving license is required for this role.
- Scope, Complexity, Influence, Impact Interaction
The work requires a deeper level of expertise, and the incumbent can quickly adapt to changing work projects and priorities with little direction.
The incumbent understands their own work within the context of the larger organization and frequently interacts with people in other departments.
This person will regularly need to negotiate, persuade and/or secure results through others. Self-managed. The incumbent works autonomously and consults the manager on unusual situations.- Qualifica-tions
Generally - 7 years of experience in area (minimum of 3).
Japanese language native
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