About This Role:
The IT Relationship Analyst is part of the global Employee Experience Services organization and is accountable for supporting the successful delivery of I/S services and solutions within an assigned number of Dow locations. The job support locations mainly include various Asia Pacific sites and office. This position is located at the Dow Shanghai Center and is part of the overall I/S team with various growth opportunities.
The IT Relationship Analyst supports the IT Relationship Manager to ensure project delivery, manage client incident escalations, client training and logistics, and overall representation of IS Services for the assigned sites.
The role is a combination of technical, functional, and soft skills to interface with site clients and global service teams. The role will require knowledge of the site strategies, local work processes, site business strategy, and the capabilities of the broad suite of I/S products and services. This role requires strong relationship management skills to successfully interface the local user community, and collaboration with the global I/S service teams & outsourcing partners to deliver I/S services and projects which maximize value, in a timely and cost-effective way.
Key Job Responsibilities:
Client Relationship Management:
Foster and facilitate productive partnerships between Client and Provider.
61COORDINATE WITH ITRM TO SUPPORT PROJECTS AND CONTINUOUS IMPROVEMENTS
61Assist IT Relationship Managers in gathering client requirements for site specific projects requiring changes in the IT infrastructure, products or services.
61Act as Partner Project Manager during the execution of site-specific IT infrastructure projects (SBI).
61Assist ITRM with implementing global projects like enterprise workstation, Cloud Voice, Next Generation Telecom, DMA, TES etc. at a site level.
61 SOCIALIZE CURRENT SERVICE OFFERINGS TO IMPROVE AWARENESS AND INTEGRATION
61Provide IT education on the use and added value of IT products and services.
61Promotes existing IT solutions to clients based on need/value.
61Assists with the adoption of I/S Services, providing training and communication to clients
61Assist with execution of listening sessions, design thinking sessions
Supplier Relationship Management: Coordination of key roles, resources, and capabilities between the Customer and Provider
61MANAGE SERVICE PERFORMANCE Work with Client to ensure alignment between Service performance expectations and Service Offerings. Escalating any gaps in expectation to the global Service Delivery team.
61Monitor supplier performance reports as compared to client satisfaction sentiment of Services at a site and regional level, share as needed with clients and work with global service delivery team to resolve performance systemic performance issues.
61Assist with client incident ticket escalation when normal support process is failing
61Assist with proactively monitoring strategic site service now queues to ensure SLA’s are being met, and escalating to the supplier when they are not
61Participate in regular supplier service performance review sessions
61COORDINATE KEY PROVIDER ROLES ON BEHALF OF THE CUSTOMER
61Pro-actively identify issues and drive issue resolution with the appropriate (global) teams before customer impact
61Drive customer service escalations and assist driving site related IT incidents towards resolution
Preferred Skills:
61Relationship Management: establishing credible relationship with clients by understanding their needs and representing the client needs
61Collaboration: ability to work with site clients, global Service Delivery teams and outsourced service providers to enable a seamless end user experience.
61Service Mindset: Client representative for I/S Services, ensuring client needs are met and I/S Services enable site and business strategy.
61Value Harvesting: Includes activities to track and review service performance, identify ways to increase value of I/S Services and triggers continuous improvement activities.
Qualifications:
61Minimum of a Bachelor’s degree
Prefer in Information Systems, Business/Function Management or equivalent.
职位要求：
Same as Job Description