Regional IT Support Administrator

Company Overview

Grounded by a history that is deeply rooted in innovation, Hexion is a global employer committed to building and protecting the future by producing innovative performance materials. Our materials are the building blocks for critical industries, including construction, agriculture, energy, automotive, and infrastructure protection. Everywhere you look, you will find our materials and people at work to help customers make products that are stronger, safer, and cleaner. When you work for Hexion, you'll join a team that is committed to operating safely and with integrity to build a more sustainable future for all, our associates, our customers, and the communities where we live and work.

Position Overview

The IT Onsite Support (OSS) Regional Administrator acts as the 'face of IT' and provides technical and administrative support to business operations and leads business partner relationships in their responsible region. The successful candidate will enable end-users and business users to perform their business activities effectively at multiple locations. You will provide the needed technical, business, and administrative support including but not limited to break-fix, site based projects, execute IT initiatives, hands & eyes, training, vendor coordination, communication, and compliance activities. Additionally, this person provides IT support and administrative functions in coordinating multiple sites. She/He is promoting and enforcing IT policies & standards.

For all activities carried out, the Regional IT Support Administrator receives guidance and tutoring from the IT OSS Regional Manager. In addition, this role has a 'dual hat' to act as the global personal productivity and End User experience leader.

Job Responsibilities

Global Personal Productivity and End User Experience Leader

• Drive a positive Hexion End User IT experience:

• Be, or become an expert with Microsoft and other applications and technologies that end users use every day, staying current with Co-Pilot, AI, Teams, Email, Calendar, Contacts, firewall and authentication and applications that users touch and feel daily.

• Be a champion for adoption of best practices; as an example Note summarization from Teams meetings using AI.

• Build effective training using Video Scribe, and roll out content across our global user bases. Hold teams-based training sessions, and overall act as white glove support as users reach out for support.

• Build relationships with End-Users and act as the voice of the customer.

• Promote and encourage adoption of new technologies.

• Report /Monitor how effectively people interact with their workplace digital tools allowing them to be engaged, proficient and productive.

• Report findings to IT stakeholders.

• Act as IT Liaison to Executive Team.

• Interact between Managed Service Provider and Hexion End User Community.

• Provision equipment to end users and provide training on all new equipment.

• Guide and support users on creating incidents/requests, using Knowledge Base, user induction.

• Act as a Subject Matter Expert for local hardware (servers, routers, switches, access points, etc.) and software and guide dispatch-technicians from various vendors as needed.

• Support local IT hardware such as workstations, printers and other (small) IT equipment. This consists of image/reimage, break fix/hardware refresh and shipping of IT equipment (to other locations).  May install or rack servers, switches, routers, access points, etc. in coordination with or at the direction of the managed service provider.

• Provide local hands and eyes services for all local IT Infrastructure for planned and unplanned outages & turnarounds.

• Assist and support RDS (Remote Desktop Support)/Apps team on local applications. The Regional IT Support Administrator will have detailed knowledge about local IT solutions and will provide guidance for local non-SAP applications.

• Travel to sites to provide IT support as required (up to an average of 25%)

• A Regional IT Support Administrator could support other locations outside of their region as required.

• Associate should expect to be in an on-call rotation.

IT End User Support Coordination

• Supports change management for the region with a focus on Service Provider Management.

• Manages issues and m escalations as well as end-user satisfaction.

• Assures communication to end users about IT Services including translation if required for IT related announcements.

• Acts as onsite contact and coordinator for dispatch-technicians, outside vendors and service providers.

• Assigns tasks and responsibilities to dispatch-technicians and 3rd parties.

• Follows IT support escalation process and procedures.

• Trains and guides dispatch-technicians as needed.

• Liaison between IT towers and the end-users.

• Supports workplace services with patch, image, and package lifecycle.

• Performs activities in adherence to business continuity.

• Service validation and testing management.

• Continual service improvement.

Additional Job Responsibilities

IT Asset Management / Procurement

• Creates IT procurement requests for the region.

• Supports invoice queries and selection of non-standard items.

• Supports Inventory management: Keeps CMDB up-to-date and manages IT inventory at sites, including physical checks.

• High value assets recording in the CMDB and low value asset tracking in tracking sheets.

• Enters good receipt in SAP for IT equipment receival.

• Responsible for end-to-end full lifecycle Asset Management from procurement to disposal.

Telecom Management

• Supports mobile/data/voice lines (ordering and provisioning / deprovisioning mobile phones, desktop phones, and working with local telephony providers).

• Provides support and coordinates vendors for wireless and fixed-line telecom services.

• Local supplier management.

• Asset management including hand-out/collection of equipment to end-user.

Regional Business Relationship Management

• Local supplier management - Other third-party suppliers.

• Participates in Quarterly Business IT Representative meetings.

• Schedules one-on-one meetings with local Business IT Reps.

Project Management

• Supports and participates in site projects, enhancements, IT projects, and compliance projects as per IT plans.

• Acts as IT representative and coordinator between business, IT and vendors.

• Acts as a Subject Matter Expert for local hardware and software and guides dispatch-technicians as needed.

Competencies

Future Focused

• Thinks from the Future

• Makes fact-based decisions - is not swayed by contrary opinions or perceptions

• Is continually curious and open to new ideas

• Enables an environment that embraces creativity and innovation

Trust & Teamwork

• Listens First

• Takes the time to listen for understanding and asks questions to clarify

• Uses communication skills that enhance teamwork (listens, is open, is honest, timely, and direct)

• Encourages others to listen using active listening skills

• Talks Straight

• Communicates directly, honestly, respectfully and in a timely manner to resolve conflict

• Uses simple language that is clear and to the point

• Is able to clearly define reality, even if it is controversial

• Aligns

• Practices accountability and collaboration to move the conversation forward

• Openly shares information

• Demonstrates Boundaryless Behavior

• Actively participates and openly shares with others - is transparent

• Works well with other departments, functions, regions, and cultures

• Open to learning from others and values views different from own views

Transformational Leadership

• Works with Velocity

• Prioritizes workload; focuses on completion and is organized

• Anticipates next steps and works towards them

Achieves Business Results

• Focuses on the Customer

• Promotes a customer-focused culture and continuously strives to deliver value to the customer

• Works with customers (internal and external) to understand and meet their needs

• Commits

• Keeps a promise, trust, or pledge to do something now or in the future

• Actions and behaviors align with the goals of the organization

• Is fully engaged

• Demonstrates Agility

• Makes smart decisions quickly

• Receives feedback and adjust behavior

• Effectively works and communicates in a matrix environment

Minimum Qualifications

• Strong analytical skills for complex problem solving.

• Basic knowledge of ITIL framework and processes.

• Basic knowledge of Project Management skills

• Ability to articulate technical topics to non-technical audiences.

• Solid organizational skills including attention to detail and multitasking skills.

• Ability to effectively work and communicate within a matrix environment.

• Proficient in Microsoft Office and Outlook.

• Good interpersonal skills with strong written and oral communication skills.

• 5 years of experience in similar IT support role

Education

• Bachelor's degree in information technology or equivalent combination of education and experience.

Other

We are an Equal Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to gender, minority status, sexual orientation, gender identity, protected veteran status, status as a qualified individual with a disability or any characteristic protected by law.

In order to be considered for this position candidates are required to submit an application for employment through our career site, be at least 18 years of age, willing to take a drug test , submit to a background investigation as part of the selection process, as well as additional periodic background checks as required by the Chemical Facility Anti-Terrorism Standards (CFATS) or regulations adopted by the Department of Homeland Security or other regulatory agencies

Candidates are required to have unrestricted authorization to work in the United States.

If currently an employee of the Company, you must have current satisfactory work performance and in most cases, have been in your current role 18 months.

Disclaimer: We are not accepting unsolicited assistance from search firms/employment agencies for this employment opportunity. Please, no phone calls or emails to any employee about this position. All resumes submitted by search firms/employment agencies to any employee of the Company via email, the Internet or in any other form and/or method without a valid written search firm agreement in place for this position will be deemed the sole property of the Company; no fee will be paid in the event a candidate is hired by the Company as a result of the unsolicited referral or through other means.