Sr. Systems Analyst, End User Services

At Wolfspeed, we do amazing things in a human way.

We know that the achievements of our organization are due to the passion, hard work and creativity of our employees. We celebrate different perspectives to foster excellence across our organization, and our goal is to make diversity a foundation of what we do. We are proudly building an environment where you can bring your authentic self to work.

• Enjoy doing things that people say can't be done? Innovation is at the center of everything we do.
• Hate red tape? We remove roadblocks instead of creating them.
• Working parent? We provide childcare assistance and paid parental leave.
• Student? We offer continuing education assistance.
• Looking for community? There are many ways to get involved, from Employee Resource Groups to local outreach.

Here's the Gist :

The Sr. Systems Analyst, End User Services will be responsible for the hands-on delivery of effective, responsive, and reliable End User Computing services (EUC) to the Durham NC campus. This includes, but is not limited to, the management and deployment of Windows desktops/laptops and Mac desktops/laptops, Cell phones, Office 365 admin, Messaging, Security, Active Directory/Azure Active Directory, LAN, Desk phones, Video Conferencing and Vendor Management.

This position is responsible for achieving above-benchmark problem management performance, as measured by the Customer Satisfaction Process and KPIs, and for the detection and elimination of root causes, thereby reducing the number of issues. This position is also responsible for escalating unresolved delivery issues in a prompt and effective fashion to 3rd party service providers and/or management and for sustaining a continuous focus until these issues are resolved to the satisfaction of the customers.

The Sr. Systems Analyst, End User Services position is also responsible for operating in a proactive/high energy manner to leverage the value of the EUC infrastructure by developing and addressing opportunities to achieve productivity gains for EUC customers, by working with IT management to resolve core issues in the infrastructure, by conducting effective end user training, and by performing the customer liaison process in a positive and constructive manner (candidate must be Customer Service focused).

Responsibilities:

• Delivers end-user computing services to customers at our Durham campus
• Proactively seeks opportunities to improve Wolfspeed end-user technologies to increase employee productivity, efficiency and satisfaction
• Provides 2nd level support and executive technical support
• Monitors team performance to ensure service levels and expectations are being met
• Function as the primary point of contact for management and key users on urgent issues (including off-hour support)
• Establish metrics to measure efficient use of existing systems and resources using Service Now
• Provides vendor management services as needed
• Prioritize and assign day-to-day end-user support issues/tasks
• Operates according to Wolfspeed approved methodologies and polices
• Ensures the environment operates at the highest level of compliance with Sarbanes Oxley requirements, including, but not limited to Change Management, Procurement and Security
• Prioritize and assign user access provisioning to corporate systems in compliance with PCI and SOX audit requirements
• Accountable for maintaining and managing the inventory of Wolfspeed end-user hardware and software assets
• Develops and maintains appropriate documentation
• Supports project teams in the execution of projects that leverage the EUC infrastructure

This Job is Right for You if You Have (Minimum Requirements):

• 5+ years of computer hardware and software support experience in an enterprise environment
• Minimum 2 years of experience managing/leading operational support teams
• Maintain a strong point of view around end-user computing technology, strategy & industry trends
• Excellent people skills with the ability to handle difficult situations
• Ability to take charge and act independently within scope of responsibilities
• Ability to train, mentor and develop team members
• Keen attention to detail, with a commitment to follow through and follow-up
• Must be able to communicate effectively with technical and non-technical audiences and interact with all types of audiences, including technology, business, management and executive management
• Must be a self-starter with the ability to both work independently and in a collaborative team environment
• Experience supporting mobile devices and video conferencing systems
• Expert level of knowledge of service desk policies and procedures

This role may require additional duties and/or assignments as designated by management.

To put it legally - Wolfspeed is an equal opportunity employer.

We recruit, employ, train, compensate and promote regardless of race, sex, religion, color, national origin, disability, age, veteran status, gender identity, sexual orientation and other protected status as required by law.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.