Global IT Service Delivery Specialist

Formica Group North America; Cincinnati (OH); Sur place; USD 85 000 - 115 000; Plein temps

Résumé du poste

Formica Group North America is seeking a Service Delivery Analyst to support end-user computing, enterprise applications, manufacturing systems, and business-critical technologies across plants, warehouses, remote offices, and corporate offices. The role involves troubleshooting hardware, software, network, and application issues and participating in on-call rotations to ensure operational continuity.

You will work with Windows/365 environments, ERP and manufacturing applications, and various

Qualifications

• Bachelor's degree or equivalent in IT/CS/IS required.
• 5+ years of progressively responsible enterprise technology support experience.
• Experience supporting distributed users across multiple locations/time zones.
• Experience supporting manufacturing ops, warehouse, remote offices and corporate functions.
• Proven ability to troubleshoot hardware, software, network and applications in a business-critical environment.
• Experience supporting Windows OS and Microsoft 365 environments.
• Familiarity with ITSM platforms (Freshservice, ServiceNow, Jira Service Management).
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN, wireless).
• Experience with ERP/mfg applications and enterprise systems.
• Preferred familiarity with IBM i (AS/400); ERP platforms like Infor LX, SAP, Oracle, JD Edwards.
• Experience with virtualization (VMware/Hyper-V) and SQL querying.
• Awareness of backup, storage, endpoint management and cybersecurity.

Responsabilités

• Provide technical support for end-user devices, business applications, manufacturing technologies, and enterprise systems.
• Troubleshoot and resolve hardware, software, network, and application issues.
• Support desktop, laptop, mobile devices, printers, scanners, conference room tech, and peripherals.
• Install, configure, maintain, and troubleshoot hardware, software, and Microsoft 365 technologies.
• Support manufacturing systems, shop-floor technologies, ERP apps, and warehouse operations.
• Assist with IBM i (AS/400) applications and related business processes.
• Participate in incident, problem, and change management activities.
• Create and maintain technical documentation and support procedures.
• Collaborate with business users, vendors, and IT teams to ensure operational continuity.
• Participate in on-call rotation to respond to critical incidents.

Connaissances

End-user support

Troubleshooting

Customer service

Communication

Independent work

Formation

Bachelor's degree in IT/CS/IS or equivalent

Outils

Freshservice

ServiceNow

Jira Service Management

TCP/IP

VPN

VMware

Hyper-V

SQL

Entra ID/Intune

Description du poste

Formica Group North America is seeking a Service Delivery Analyst to support end-user computing, enterprise applications, manufacturing systems, and business-critical technologies across plants, warehouses, remote offices, and corporate offices. The role involves troubleshooting hardware, software, network, and application issues and participating in on-call rotations to ensure operational continuity.

You will work with Windows/365 environments, ERP and manufacturing applications, and various