It support • delson qc
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Job Description
Job Description
Level 2
The Technology Workplace Support Services (WSS) team provides technology support to the end user community. As part of these services, WSS is responsible and accountable for the end-to-end IT asset lifecycle, from procurement through disposal. It is critical to the Firm that accurate asset recording, inventory and auditing become part of the culture of WSS. This includes the movement and handling of data bearing IT assets between locations and through till disposal.
Candidate(s) for these role(s) are expected to manage the overall technology asset secure ship process, working directly with Firm’s approved shipping and logistics vendors.
Secure shipping requirements may include asset serial number verification, packaging (e.g. security tape, seals, etc.) compliance, GPS monitoring, capturing of evidence, etc. In addition, ticket management, coordination with internal and external parties, development/maintenance of best practices will be a core part of the day-to-day duties for this team.
Candidate(s) will be required to drive operational efficiencies, leverage tools, create dashboards and management reporting, as needed.
Candidate(s) may also be required to have flexible work hours, this can include after business hours and/or weekends, in order to be available to manage a secure shipping event that cannot be completed within a normal business day.
The individual(s) should have both technical and communication (written and verbal) skills and exhibit keen attention to detail.
Must have excellent organizational and time management skills to manage multiple streams of work.
Knowledge of Microsoft Excel is required and experience with an ITSM ticketing system would best position this candidate(s) for success.
Responsibilities include:
• Manage/liaise with shipping vendor(s) to ensure procedures are being followed and requirements are met
• Reconcile serial numbers, inventory lists, seals/tags all documentation, upon drivers’ departure from pickup location and arrival at delivery site
• Coordination of site contacts’ availability, monitoring progress of the shipment by tracking, chain of custody, GPS updates, confirming ServiceNow tickets/TASKs are updated appropriately/sufficiently, etc.
• Create and maintain operational procedures for shipping vendor(s) to reference and/or instructions for drivers to follow
• Establish and continuously update WSS operational processes that align with the Firm’s policies and procedures
• Excellent teamworking skills, capable of working effectively across a variety of IT and business groups across the Firm
• Ticket & quality management, management reporting (event completion, volume trends, etc.) and self-auditing is a component of this role
• Asset tracking, data entry supporting the secure shipping activities, as well as assisting the larger Asset team in tasks, during down / low volume secure shipping request periods, will be part of the daily activities
Qualifications:
• Bachelor’s degree and/or extensive relevant experience
• Minimum of 3-5 years’ experience in technology or technology troubleshooting environment
• Asset Tracking / Management experience a must
• Experience working with Shipping/Logistics industry a plus
• Experience with ServiceNow (or similar ticketing system) required
• Strong organizational and problem-solving skills
• Excellent verbal and written communications skills
• Advanced Microsoft Excel Proficient in other MS-Office productivity applications
• Proficient in Share Point site maintenance
• ITIL certifications a plus
• Experience in the financial industry is a plus
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