IT Business Partner

The Vacancy

Join us in the fight against counterfeiting.

We are looking for an experienced IT Business Partner, to join our team at De La Rue Authentication Solutions based in Logan, Utah (USA). This is an opportunity to work on a team that provides some of the most secure brand-protection features and anti-counterfeiting solutions to companies and governments throughout the world.

The ideal candidate will be able to communicate at all levels, demonstrate technical prowess, possess critical thinking skills, approach challenges holistically and develop end-to-end solutions. The position requires ability to work on site.

Our IT Business Partner provides technical support to our sites based in Logan, Utah and Wilmington, Delaware, as well as to remote employees throughout the United States. This includes responding to issues, installing, diagnosing, repairing, maintaining, and upgrading all PC Software, PC Operating Systems, PC Hardware, and equipment to ensure optimal workstation performance; troubleshooting problem areas (in person or remotely) in a timely and accurate fashion; and providing customer assistance where required. The role is responsible to carry out limited system administration, supporting 'local' non-standard IT application under the guidance of the local Software, Engineering and Quality teams and reporting to the Regional IT Support Manager. Part of this role is to conduct root cause analysis to identify and implement areas of improvement. As the only member of IT on site, the ITBP is responsible for local IT Inventory Management, IT supplier management, cost management, managing internal & external audits, managing disaster recovery. All activities must adhere to the standard policies and procedures of De La Rue.

WHAT YOU WILL DO

General IT

• Record, log and track all incidents, problems, and requests from end users via telephone, e-mail in person or that are automatically logged into Service Desk System in a timely and accurate manner.

• Perform diagnostics and record, track and document all support cases through to final resolution including post-resolution follow-ups with Customers.

• Prioritize and schedule actions to solve incidents, problems, or requests to ensure delivery against service levels.

• Assume responsibility for Business/Site related escalations (when required) as per the Escalation process.

• Maintain up-to-date knowledge of hardware and equipment contracts and if necessary, liaise with third-party support and equipment vendors.

• Administer telecommunications and network infrastructure, including associated software and hardware.

• Design new and update current Work Instructions and Knowledge Base as required.

• Provide Management for Medium/Large IT Projects to ensure final solutions meet Business requirements and are supportable.

• Ensure business requirements and priorities are aligned with Customer Support.

• Install, configure, test, maintain, monitor, and troubleshoot end user client hardware, software, and peripherals.

• Perform analysis, diagnosis, and resolution, including installing and upgrading software, operating file backups, and configuring systems and applications as per Delarue standards.

• Support the ongoing development of the end-to-end Hardware and Software Roadmap process.

• Provide local IS cost management advice and support as per DLR standards.

• Supporting of business continuity and disaster recovery plans, maintain current knowledge of plan executables and respond to crises in accordance with business continuity and disaster recovery plans.

• Perform limited Systems administration tasks as delegated by the Corporate IT teams.

• Educate users on appropriate use of approved Technologies as per De La Rue standards.

• Prepare and present Customer Support Metrics, analyze trends and make recommendations, implement changes to prevent future problems.

• Maintain the inventory of all site IT hardware and software, ensuring that licenses and proof of purchase are available for relevant site(s).

• Liaise with and provide training and support to users as required.

• Follow DLR policies, standards, processes, and procedures to ensure compliancy with internal and external audit controls (ensure audit points are satisfied) and operational day to day activities.

Logan Site-Specific Support

• Back up all production-critical servers to a portable hard drive on a weekly basis to a secured off-site location to ensure business continuity.

• Ensure off site servers and infrastructure are maintained, monitored, and backed up as per industry best practice and customer requirements.

• Provide user and troubleshooting support for local ERP system and manage change control for updates and upgrades as needed.

• Maintain, troubleshoot, and repair label inspection, printing, and data capture systems

• Maintain, troubleshoot, and repair the phone system & site printer/copier equipment. Create, update, and delete new users as required.

• Create, review, and update IT procedures and processes such to ensure business continuity and minimize overhead of skillset transfer.

• Evangelize and promote business continuity endeavors, such as a (minimum) annual DR exercise to ensure all timescales and weaknesses are acceptable by site leadership.

• Proactively investigate and install preventative measures to reduce/eliminate IT and production downtime and incidents through trend analysis or incident retrospective.

• Inform and update affected parties on critical changes, updates, or downtime that will impact work flow, in advance where possible.

• Prioritize tasks based on risk profiles and needs of the site with guidance from site leadership.

The above list is not exhaustive. All employees are required to undertake other duties within their capabilities, consistent with their role, to support the needs of the business.

WHAT YOU NEED TO BE SUCCESSFUL

Essential

• Strong customer-service orientation and ability to communicate clearly, verbally & in writing

• Able to work under pressure and prioritize based on business requirements

• Ability to de-escalate and respond with patience and calmness

• Focus on & understanding of cyber security protocols

• Certifications in MS Operating Systems, A+ Certification, and MS Office application.

• Good technical knowledge of PC hardware, software and their components, including those used at De La Rue.

• Good technical knowledge of current protocols, operating systems and standards, including those used at De La Rue.

• Ability to operate tools, components and peripheral accessories.

• Able to read, understand, create/maintain technical manuals, procedural documentation, and OEM guides.

• Ability to conduct research into PC issues and products as required.

Desirable

• An understanding of ITIL V3/V4

• Experience working in a large organization with accompanying complexities

• Experience working with remote colleagues

WHAT WE OFFER

• A great bunch of people to work with

• Medical, Dental and Vision Insurance

• Life and Disability Insurance

• 401(k) with automatic company contribution plus company match

• Competitive salary and benefits package

• 11 paid holidays plus 4 weeks of Paid Time Off

• Various other perks and Employee Assistance packages

De La Rue is a global leader in counterfeit protection dedicated to the fight against counterfeiting, illicit trade, and diversion. De La Rue understands the need for brands to secure their supply chains, having the tools to trace products from manufacture to market, with real time data and analytics to monitor and close down counterfeit and diversion activity. With a 200-year heritage, De La Rue has been creating brand protection solutions for over 30 years and has a long history in the use of secure optical technologies dating back to the earliest days of security holograms. Our people are the source of our success and we are committed to employing the very best people. We encourage creativity and initiative, recognize individual and team contributions and provide our employees opportunities to develop to their full potential.

Learn more about what we do:

• https://www.delarue.com/authentication-solutions/overview
• https://www.delarue.com/authentication/solutions/brand-protection-23
• https://www.linkedin.com/company/de-la-rue