Job Description

Job Title:

Associate- IT Global Service Management

Summary: Provide first level IT support for raised IT Incidents or IT Service requests as part of the Global IT Service Desk for Momentive. Be the main face of IT Service provided to the organization and drive continuous IT Service delivery improvements.

Responsibilities Include:

Key Tasks and Deliverables:

• Identify, troubleshoot and resolve IT support issues based on defined troubleshooting scripts and best practices. Execute these activities per defined KPI\xe2\x80\x99s
• Pro-actively identify and communicate potential bottlenecks, problems and operational adjustments that improve the stability of IT operations.
• Identify key areas and support knowledge management based on IT Incidents and Service requests.
• Per requirements support IT projects and initiatives for testing, validation and document creation.
• Drive skillset improvement, knowledge sharing and intergroup training within the IT Service Desk to drive continuous service improvement (SME structure).

Position Objectives:

• Effectively resolve IT Incidents and IT Service requests submitted by Momentive end-users based on defined troubleshooting scripts, best practices and available knowledge management articles.
• Primary contact person for first line Incident resolution, knowledge sharing, coordination and communication of information required to be shared with IT Service Desk Analysts.
• Provide support and feedback related to testing, validating and coordinating IT projects and IT Service process improvements based on resource availability.
• Continuously monitor, evaluate and evolve the IT Service desk processes and best practices to increase effectiveness and maturity of IT service and drive operational stability. Main input for knowledge and problem management opportunities.
• Provide consultation, training, documentation and guidance to IT managers regarding ITIL methodology, processes, procedures and approach.

Qualifications:

The following are required for the role

Key Metrics (KPI\'s):

• First call resolution,
• Abandon call rate,
• Customer Satisfaction surveys

Key Relationships:

• Internal: End-users, Senior IT management, 2nd and 3rd line IT support groups and their manager.
• External: Software vendors and service providers. Third parties that host applications for Momentive across the region.

Accountabilities:

• Primary contact person for first line Incident resolution & Service Request fulfillment
• Knowledge sharing, coordination and communication of information required to be shared with IT Service Desk Analysts
• Provide main input for knowledge management opportunities
• Accountable to ensure adherence to IT policies and processes.

Minimum Qualifications

• Must be fluent in Microsoft Office Outlook, Excel, Word, PowerPoint, and, Visio and Project;
• 1 year of IT Service Management experience and basic IT skills
• Previous experience with IT Service Management tool preferred.

Preferred Qualifications

• 1 - 2 years of IT Service Management experience and basic IT skills
• Professional IT service management certifications preferred (ITIL)

Educational Requirements

• Bachelor\'s degree related to Computer Sciences

What We Offer:

At Momentive, we value your well-being and offer competitive total rewards and development programs. Our inclusive culture fosters a strong sense of belonging and provides diverse career opportunities to help you unleash your full potential. Together, through innovative problem-solving and collaboration, we strive to create sustainable solutions that make a meaningful impact. Join our Momentive team to open a bright future. #BePartoftheSolution

About Us:

Momentive is a premier global advanced materials company with a cutting-edge focus on silicones and specialty products. We deliver solutions designed to help propel our customer\xe2\x80\x99s products forward\xe2\x80\x94products that have a profound impact on all aspects of life, around the clock and from living rooms to outer space. With every innovation, Momentive creates a more sustainable future. Our vast product portfolio is made up of advanced silicones and specialty solutions that play an essential role in driving performance across a multitude of industries, including agriculture, automotive, aerospace, electronics, energy, healthcare, personal care, consumer products, building and construction, and more.

Momentive believes a diverse workforce empowers our people, strengthens our business, and contributes to a sustainable world. We are proud to be an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by law.

To be considered for this position candidates are required to submit an application for employment and be of legal working age as defined by local law. An offer may be conditioned upon the successful completion of pre-employment conditions, as applicable, and subject to applicable laws and regulations.

Note to third parties: Momentive is not seeking or accepting any unsolicited assistance from search and selection firms or employment agencies at this time.

Momentive Performance Materials