POSITION SUMMARY

The IT Service CenterAnalystIIIwill be responsible forproviding first class technicalsupport to all Omron internal staff and contractorswho have access to Omron'sinternal networkand systems.This position willbe expected to maintain both software and hardware inventoryfor all supported Omron entities locally and remotely. Maturity of judgment under pressure and the ability totriageanddiagnosethe level of user needsisessential.The IT Service CenterAnalystIIImust be able to prioritize tasksand multitaskappropriately while working in a rapidly changingglobalenvironment.

RESPONSIBILITIES:

Scope of the responsibilitiesis inclusive of all Omron entities within the Americas

• Providesecondand thirdlevelincidentresolutionand request fulfillmentfor allOmronusers with hardware, software and applicationissues.

• Provide accurate and timely logging of incidentsand resolutionsinITSM ticketing system.
• Able to effectively support individuals from all levels of the organization including C level
• Ability to properly prioritize support issues based upon urgency, severity and impact to both the individual and the organization
• Manage ticket priority, categorizations, problem association, CI association and other ticket mechanics.
• Courteously obtain and documentconciseincident, request and problem information forinternal service personnel.

• Maintainfrequentcommunications with end usersduring the incidentresolutionand request fulfilmentprocess.
• Utilizesuperior customer service skills and multitasking abilities.
• Ability to manage and lead individual or small projects
• Ability to identify and provide solutions to strategic problems ensuring user satisfaction and productivity
• Capable of managing escalations and identifying and implementing solutions to reduce them

• Work closely with other teams to record and publish knowledge transfer needed to support IT Service Center incidents and/or requests
• Support continual service improvement byidentifying and documentingmodifications tostandard operating procedures and work instructions.
• Representthe Omron Guiding Principles through personal and business interactions with employees, distributorsand colleagues.
• Other duties and special projects as assigned, including occasional off hours and weekend support.
• Represent Omron in a professional, ethical, and socially responsible manner.

EDUCATION, EXPERIENCE AND CERTIFICATIONS:

Education:Associatesdegree(Bachelor's preferred)ina technical field i.e. computer science orinformation technologyor equivalent work experience.CompTia A+ and/orNetwork+ certificationishighly preferred.

Experience:4+yearsofexperience in relatedfield.Thorough understanding of ITSM ticketing systems and associated tools isrequired.

Core Technical Competencies:

• TCP/IPandDNS
• Advanced knowledge ofMicrosoft Windows 7, 10
• Advanced knowledge ofMicrosoft Office 2016and Office 365
• In depth knowledgeof Active Directory administration as it relates to managing users, groups, and file permissions
• Adobe Pro and Cloud

• Cisco VPN
• Advanced internet browser knowledge
• Wireless / Mobility
• WDS and WSUS for imaging and patching
• Knowledge of Active Directory Group Policies

• Canon and various other printers
• Remote Desktop technologies i.e. Bomgar
• Zoom and Polycom Video Conferencing

The following is advantageousbut not required:

• Bilingual in either Spanish,Portugueseor Japanese
• ERP and Applications support
• Microsoft Office 365 Administration
• Windows Server

• VMware
• ITILv3 knowledge

KNOWLEDGE, SKILLS AND ABILITIES-The responsibilitieslisted below are representative, but not all inclusiveof the knowledge, skill, and/or ability necessary to satisfactorily and successfully perform the essential duties of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Technical Abilities:Excellent analytical, conceptual, and problem-solving abilities. Excellent architecture and technical support documentation skills

Behavioral Profile:Excellent understanding of the organization's goals and objectives. Excellent communication and interpersonal skills. Experience working in a team-oriented, collaborative environment. Exceptional customer service orientation.

QUALIFICATION REQUIREMENTS-The requirements listed below are representativeof the physical and environmental factors the job holder will encounter.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

PhysicalRequirements:Whileperforming the responsibilitiesof the job, the employee is often required to talk, hear at normal speaking levels, sit and use their hands and fingers to type, handle or feel, including repetitive motions with the wrists, hands and fingers. The employee is occasionally required to stand, walk, and reach with arms and hands, this is a sedentary position involving sitting most of the time. Vision abilities required by this job include close vision for extensive computer use, reading and visual inspections.

Environmental Factors:While performing the duties of this job, the employee isprimarily in a general office environment. The noise level in the work environment is usually quiet to moderate. The position is not substantially exposed to adverse environmental conditions.

Travel Requirements:Approximately 10%travel

Conclusion–This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. But, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.