Honeywell Careers – Sr. IT Customer Support Specialist

Job Description:

This role will support the Workplace Support Services leadership team to drive consistent IT service delivery and supplier performance for the Unites States and Puerto Rico sub region sites. The role will be required to participate in on-site, face-to-face engagement with key stakeholders, functional peers and IT business partners and be able to provide oversight and management of our critical IT services using consistent standards, management operating system and utilize industry and Honeywell best practices.
This role will also play an important role to provide input on the design, development and support needed to advance key transformation-based programs, projects, system upgrades, in support of continued business growth across all our core services.

Job Responsibilities:

• Build confidence and trust in IT through face-to-face interactions
• Be an IT Evangelist, understand the perception of IT
• Integrate into site/business operations MOS (TAM, Staff)
• Enhance the customer experience through proactive support
• Certify local compliance and security thus enabling audit success
• Provide a physical presence for IT, enabling immediate response
• Work with our cross-functional IT support organization and our suppliers in the planning and execution for other core services including: Cyber Safety, Audit, Compliance, M&A, Continuous Service Improvement
• Support the business case development, IT transformation, and service optimization initiatives
• Provide design and support for IT and Business Transformation based work
• Provide escalation and supplier management to Site & Business leaders
• Provide local project delivery support (such as SD-WAN, DNA Spaces)
• Be the customer advocate; determine the local ‘Pulse of IT’
• Support businesses to adopt new technologies and drive transformation and in support of IT based cost savings initiatives
• Provide guidance and recommendations for operational support in security, compliance, specialized applications, corporate audits, risk and cyber self-assessments
• Provide on-site, local IT technical expertise with a global mindset, support nearby sites
• Certify that Honeywell IT standards are applied at the site level; ensure full adoption and implementation of Honeywell standards, tools, processes, and strict adherence to Honeywell policies
• Promote innovation and adopt a problem-solving mentality, seeing/experiencing the problem ‘first-hand’
• Promote continual service improvement, deliver enablement training
• Review and manage the supplier-based SLAs, OLAs, SLOs, Customer Sentiment, Kaizen Ideas and Customer Escalation
• Review sentiment, CSAT, VOC and other customer feedback to drive improvements in user experience and reducing user effort to obtain IT services and resolution of IT incidents

Job Requirements:

• Ability to work under pressure with a strong business acumen and customer centric focus
• Excellent Interpersonal and communication Skills
• Excellent Communication Skills: ability to influence internal / external customers, suppliers, and team members to drive best outcome for
• Honeywell with the ability to deliver complex information to diverse audiences
• 3+ years of experience working with contracting, managed service and third parties (internal and external)
• 3+ years of experience working in large enterprise IT environment supporting the design, development, and deployment of large enterprise IT projects.
• Strong communication and customer service and support skills
• Ability to communicate effectively in proactive manner at all levels of the organization
• 5+ years of IT experience with increasing technical and operational responsibilities
• 3+ years of experience supporting IT Infrastructure, Desktop and Site based IT Services
• 3+ years of experience managing and supporting IT sites and providing service in environments with greater than 1,000 end-users
• BS in technical degree or business
• Ability to function in a collaborative environment with business clients
• Solid understanding of infrastructure and business support, related experience in Honeywell is a plus

Job Details:

Company: Honeywell

Vacancy Type:  Full Time

Job Location: Morris Plains, NJ, US

Application Deadline: N/A

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