IT Support Analyst - São Caetano do Sul/SP

Description
On site - This position requires an employee to be on site on a full time basis
What You'll Do (Responsibilities):
The General Motors (GM) Brazil Information Technology team has an open position for an IT Operations Analyst (CORE IT Operations Analyst) at our plant in São Caetano do Sul (SCS), in the state of São Paulo. This professional will report to the IT Leader at the same location. This role involves extensive interaction with users at all levels of the organization, both technical and non-technical, so excellent communication skills are required. The successful candidate will have strong analytical and problem-solving skills, as well as experience working in a large global organization.

• You will be directly responsible for keeping all IT assets and systems installed in the GM environment running, interacting with internal and external teams. Your responsibilities will be (but are not limited to this):
• Coordinate and perform work under general direction from the site IT leadership and in-line with GMIT policies and procedures;
• Provide production shift support by operating as a focal point to address all IT related requests as well as coordinate resolution of IT related incidents;
• Follows incident management process and contacts appropriate IT support personnel on duty to resolve application and network issues;
• Coordinate fact finding and business impact assessment by contacting business partners;
• Initiate incident management process to coordinate resolution of issues and operate as focal point coordinating communication between central support and business partners;
• Provide troubleshooting to resolve device and network connectivity issues;
• Use common corporate IT tools to perform asset management, patching, and software installation;
• Use corporate IT tools to perform remote device management and user support;
• Build clients (PCs, Laptops, printers, wireless devices) per common procedure(s);
• Perform hardware refresh and repair (break-fix);
• Swap network switches;
• Power up/down infrastructure equipment such as Data Center equipment;
• Perform user and device administration using Active Directory Security Groups;
• Complete assigned minor IT projects/tasks;
• Participate with cross-functional teams as required.

Expertise, Complexity and Impact

• Good understanding of processes and procedures relevant to his/her work area with the ability to exercise decision-making skills sufficient to identify and propose solutions to leadership. Understands different areas of his/her function and how operations in his/her area relate to others;
• Identifies and corrects non-routine problems in existing systems and processes through independent judgment. Independently identifies and applies appropriate company policies and procedures to solve a variety of problems;
• Works under general supervision with limited guidance and direction. Determines an appropriate course of action within broad guidelines and can handle most typical standards or requests independently;
• Exercises judgment within defined procedures and practices to determine appropriate action;
• Applies learned techniques to drive a solution to a problem, which will typically involve coordinating and integrating the efforts of a diverse team of colleagues;
• Engages in daily interactions with subordinates and/or colleagues from other functional groups. These interactions typically involve the exchange or presentation of information. Required to collaborate with team members 1-2 levels above;
• Adapts communication style to reach agreement within own area in moderately complex situations, demonstrating flexibility and ability to compromise;
• Handles a variety of moderate-scope problems that are often routine but can vary, requiring analysis of multiple factors. Follows through difficult situations and is expected to see resolution;
• Proposes new initiatives and delivers solutions, driving cross-team efforts. Recommends process improvement opportunities to leadership and proactively anticipates needs within own area;
• Employee's impact is typically within his/her immediate work area and occasionally across his/her function.

Your Skills & Abilities (Required Qualifications):

• Completed higher education in Computer Science, Systems Analysis or related areas;
• English from intermediate level;
• Familiarity with ITIL concepts (Incident, Problem, Change Management);
• Ability for troubleshooting and diagnostic techniques;
• Ability to coordinate multiple activities simultaneously and meet deadlines;
• Strong communication and teamwork skills;
• Strong customer orientation and focus on operational efficiency;
• Ability to work independently and manage on-site responsibilities effectively;
• Excellent interpersonal skills and the ability to provide training to clients.

What Can Give You A Competitive Edge (Preference Qualifications)

• Spanish - Desirable.
• MBA or postgraduate degree is a plus
• IT certifications

About GM
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