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Job Opportunity: Field Operations Analyst II (Req 593):Reliance Steel & Aluminum Co.

Job description:

 

Job location:
Schaumburg, Illinois 60193

Date:
09/14/2018
Job Code:
Div.98 (Req 593)
Employment Type:
Employee
Job Status:
Full Time
Shift:
1st Shift

 

 

Job Details

Application Process:  To be considered for this position, the candidate must submit their resume to  E-Mail: recruiting@rsac.com  and specify the title and requisition number for which they are applying in the subject line or body of the email.
 
 
 
Job Summary
The Field Operations Analyst II provides Information technology support across Reliance Steel & Aluminum Co. The Field Operations Analyst II is responsible for providing on-site support to end-users by installing, configuring, troubleshooting, and maintaining various types of software and hardware in support of our business offices and warehouses. The Field Operations Analyst II must be able to quickly evaluate business problems and work towards solutions through collaboration across the Information technology organization.   The Field Operations Analyst II must be articulate, process driven, and have a strong desire to deliver outstanding customer service.
Essential Functions
Technical Support – Provides Tier II technical support via telephone, email, online or on-site to end users on a variety of technical issues and problem resolution techniques.
   » Determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem
   » Provide on-site support for remote Information technology groups such as Network and System Engineering  
   » Evaluate reported problems, determine issue severity and collaborate with other Information technology departments to resolve the reported issue      
   » Identify, troubleshoot, research and resolve routine technical problems           & nbsp;             ;            &nb sp;            & nbsp;             ;            &nb sp;            & nbsp;             ;            &nb sp;   
   » Follow established policies and procedures for accessing a user's system remotely        
   » Work to develop additional technical knowledge and skills      
   » Provide practical solutions to a wide-range of applications/technology problems/issues                       &nbs p;            &n bsp;                         &nbs p;            &n bsp;                                &nb sp;            & nbsp;             ;            &nb sp;            & nbsp;   
   » Identify repeatable incidents and create KnowledgeBase articles for the Incident Management system    
   » Develop and maintain documentation of assigned tasks, requests and incidents
   » Drive resolution of medium to high complexity customer reported issues via remote support and on-site visits Areas of responsibility include installing, troubleshooting, configuring, and maintaining office and warehouse computer equipment (e.g. desktops, laptops, monitors, scanners, multi-function printers, tag printers, tablets and cell phones)
   » Manage and track all client-facing technology products, including hardware and software by documenting the products by user and location
   » Build a historical record of issues by clearly documenting reported problems (incidents) and steps for resolving the problems using our Incident Management System
   » Identify opportunities for more efficient and effective incident response through the implementation of automated monitors and corrective action procedures
Supplemental tasks & Responsibilities
   » Pursues training and development opportunities; Strives to continuously build knowledge and skills
   » Assist with evaluations of new systems/technologies to determine product compatibility
   » Assist Field Support Analysts and Information technology Support Analysts with more complex technical issues with the goal of increasing the overall technical competencies of our support organization
   » Assist personnel in other RTS departments to resolve technical and/or application issues
   » Other tasks as requested
Core Competencies
Providing Accurate Project Effort Estimates - capability to quantify and meet individual and project phase level efforts
     Able to:
   » Create, manage and meet accurate project effort estimates for their assigned tasks
   » Adhere to RTS project methodology all over project lifecycle
   » Effectively engage stakeholders in the project estimation process
   » Understand, consider and communicate interdependencies for project estimates
Adherence to Standards - capability to create solutions that adhere to and incorporate RTS standards.
     Able to:
   » Lgain and adhere to established technology standards
   » Adhere to project management methodology
   » Obtain key inputs from other groups to ensure compliance and exception management
Planning and Organizing - Establishes a systematic course of action for self or others to ensure accomplishment of a specific objective.
     Able to:
   » Work independently on routine/non-complex tasks, developing own work schedule and monitoring progress against defined parameters
   » Organize and follow complex and/or detailed technical procedures
Company Business Knowledge - Understands the company, its products and the business processes.
     Able to:
   » Understand one or more area(s) within a company,(i.e., finance, sales, procurement, warehouse)
   » Apply specific Reliance business knowledge pertinent to job responsibilities
Problem Solving - capability to problem solve through problem identification (what is the problem), solution assessment (what can be done), problem documentation (document for future) and problem response (implementing a solution).
     Able to:
   » Frame problems before trying to deal with them
   » Involve the team in problem solving
   » Seek advice from those who have solved similar problems
   » Document and disseminate identification and resolution of problems to avoid future redundant work efforts
   » Break down medium to high complexity problems and identifies all of their components.          &nbs p;            &n bsp;                         &nbs p;            &n bsp;                         &nbs p;            &n bsp;                       
   » Provide insight into the root-causes of problems           & nbsp;             ;            &nb sp;            & nbsp;                   &nb sp;            & nbsp;             ;            &nb sp;            & nbsp;             ;            &nb sp;    
   » Generate a range of solutions and courses of action with benefits and risks connected with each             ;            &nb sp;            & nbsp;             ;            &nb sp;              &nb sp;            & nbsp;             ;            &nb sp;            & nbsp;             ;            &nb sp;            & nbsp;             ; 
   » Anticipate problems and is proactive in covering them             ;            &nb sp;            & nbsp;             ;            &nb sp;            & nbsp;                     &nb sp;            & nbsp;             ; 
   » Explores various sources for answers and thinks "outside the box" to find options           &n bsp;                         &nbs p;            &n bsp;                         &nbs p;   
   » Open to others' ideas to help develop solutions                 &nb sp;            & nbsp;             ;            &nb sp;            & nbsp;             ;            &nb sp;            & nbsp;             ;            &nb sp;  
   » Ask perceptive questions to seek optimal solutions                        &nbs p;            &n bsp;  
   » Provide innovative and creative solutions                        &nbs p;            &n bsp;                         &nbs p;            &n bsp;                         &nbs p;          
   » Test medium to low complexity proposed solutions against the reality of likely effects before going forward; looks beyond the obvious answer for optimal solution
Decision making - Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals.
     Able to:
   » Gather data and others' input when making decisions
   » Escalate decisions when appropriate
   » Balance analysis, insight, practice, and perspective when making decisions                        &nbs p;            &n bsp;                           &nb sp;            & nbsp;             ;            &nb sp;            & nbsp;             ;            &nb sp;            
   » Weigh the pros and cons of each option before making a decision and moving forward           &n bsp;                         &nbs p;            &n bsp;                                  &nb sp;
   » Can explain the rationale for a decision           & nbsp;             ;            &nb sp;            & nbsp;             ;            &nb sp; 
   » Follow up to ensure decision was implemented          &nbs p;            &n bsp;                         &nbs p;            &n bsp;                              &nb sp;            & nbsp;             ;     
   » Apply knowledge of past practices
Customer Service - capability to develop and maintain strong relationships with customers by listening, knowledge, and responding to their needs.
     Able to:
   » Provide service to internal and external customers to satisfy their needs and expectations
   » Listen to concerns and resolve reported issues effectively and promptly
   » Ensure and comply to customer response timeline (SLAs) located on the severity of reported issues including documenting concise and accurate status information in the Incident Management System
   » Anticipate customer’s needs and moves to effectively address issues
   » Establish relationship with customers providing education as appropriate
Accountcapability - Holds self-accountable for measurable high-quality, timely, and cost-effective results.
     Able to:
   » Set well-defined and realistic personal goals
   » Comply with established policies and procedures
   » Accept responsibility for mistakes
   » Display a high level of initiative, effort, and commitment towards completing assignments
   » Minimize re-work
   » Seek out learning opportunities
   » Identify training needs and take action to obtain knowledge
   » Proactively collaborates between own functional area and areas below or above in the project stream as needed           &nb sp;            & nbsp;             ;            &nb sp;            & nbsp;             ;       
   » Anticipate and adjust for problems and roadblocks.          &nbs p;            &n bsp;                         &nbs p;            &n bsp;                         &nbs p;            &n bsp;                         &nbs p;            &n bsp;                         &nbs p;       
   » Is enthusiastic for the things he/she sees as challenging          &nbs p;            &n bsp;                         &nbs p;            &n bsp;                         &nbs p;            &n bsp;                         &nbs p;   
   » Is proactive all over work assignments /projects                        &nbs p;            &n bsp;                         &nbs p;                       &nb sp;            & nbsp;             ;            &nb sp;            & nbsp;             ;         
   » Persistently pushes self and others for results           &n bsp;                         &nbs p;            &n bsp;                         &nbs p;            &n bsp;                         &nbs p;                    &nb sp;            & nbsp; 
   » Help others learn           &nbs p;            &n bsp;                         &nbs p;            &n bsp;                         &nbs p;            &n bsp;                
   » Make good decisions on behalf of the company (profitcapability, compliance)          &nbs p;            &n bsp;                         &nbs p;            &n bsp;           
   » Manage costs           &nbs p;            &n bsp;                         &nbs p;            &n bsp;                         &nbs p;            &n bsp;                         &nbs p;            &n bsp;                        
   » Provide consistency between projects
Building Collaborative Relationships - Develops, maintains, and strengthens partnerships with others inside or outside the organization.
     Able to:
   » Establish rapport with co-workers easily
   » Work with others to achieve goals
   » Listen and respond constructively to other team members' ideas
   » Be open with other team members about his/her concerns
   » Offer support for others' ideas and proposals                        &nbs p;            &n bsp;                        
   » Share his/her skills with others           &nb sp;            & nbsp;             ;            &nb sp;            & nbsp;             ;            &nb sp;            & nbsp;             ;            &nb sp;      
   » Provide assistance to others when they need it            & nbsp;             ;            &nb sp;            & nbsp;                      &nb sp;            & nbsp;             ;            &nb sp;  
   » Work for solutions that all team members can support           &n bsp;                         &nbs p;            &n bsp;                         &nbs p;            &n bsp;                         &nbs p;            &n bsp;                         
   » Acknowledge team members for their contributions
Communication - capability to communicate effectively across all levels to support departmental and organizational objectives.
     Able to:
   » Clearly express information taking into account audience and nature of the information (for example, non-technical, sensitive, and controversial)
   » Ask questions and summarize what was heard to prevent miscommunication
   » Present information in a concise and focused manner
   » Listen to others
   » Communicate written information (for example, facts, ideas, or messages) in a succinct and organized manner           &nb sp;            & nbsp;             ;            &nb sp;            & nbsp;             ;            &nb sp;            & nbsp;             ;            &nb sp;            & nbsp;         
   » Produce written information, which may include technical material, that is appropriate for the intended audience           & nbsp;             ;            &nb sp;            & nbsp;             ;            &nb sp;            & nbsp;             ;            &nb sp;            & nbsp;
   » Share ideas and perspectives and encourages others to do the same             ;            &nb sp;            & nbsp;             ;            &nb sp;            & nbsp;             ;            &nb sp;            & nbsp;          
   » Ensure written message has the desired effect on the target audience
leadership abilities – Displays effort and commitment in carrying out the department’s goals and objectives.
     Able to:
   » Treat co-workers in a fair and equitable manner
   » Behave in a tactful, compassionate, and sensitive manner
   » Empower others by sharing information          &nbs p;            &n bsp;                              &nb sp;            & nbsp;             ;           
   » Actively listens and clarifies information as needed           &nb sp;            & nbsp;             ;            &nb sp;            & nbsp;             ;            &nb sp;            & nbsp;             ;            &nb sp;            & nbsp;     
   » Foster an atmosphere of open communication
   » Act in a proactive and achievement-oriented manner

Requirements

   » Bachelor’s Degree or equivalent work practice in a related field required
   » 3+ years’ practice providing Information technology support in a warehouse/office environment required
   » 3+ years’ practice with all Microsoft Office products required
   » 3+ years’ practice supporting Warehouse automation products (Wireless access points, Thin Clients, RF scanners, and label printers) required
   » 3+ years’ practice with various end user computing devices (PCs, Laptops, tablets, cell phones, and printers) from major manufacturing companies required
   » Working knowledge and practice with troubleshooting network issues
   » Excellent troubleshooting and analytical skills required
   » Excellent customer service skills, with an capability to work with people with various technology backgrounds
   » Must have the capability to communicate effectively (verbal and written) across all levels within an organization
   » Detail oriented with interpersonal communication skills
   » Must be self-motivated, extremely resourceful, and able to work independently, with minimal supervision and as part of a cross functional team
   » Must be able to work in a fast-paced work environment; may be required to work additional hours to complete work efforts in response to reported customer problems and/or project assignments
   » Excellent written, verbal, business, and technical communication skills required 
 

We are an Equal Opportunity/Affirmative Action Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, discapability, protected veteran status, or any other characteristic protected by applicable federal, state or local law.
 
We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a discapability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to apply for the position or to participate in an interview, please let us know. 
 
Reliance Steel & Aluminum Co. provides reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Assistance Act of 1974 and Title I of the Americans with Disabilities Act of 1990.  candidates who need accommodation in the job application process should contact Gabe Muñoz at (213) 576-2426 or e-mail E-Mail: XXXXXXXX@XXXX.comto request an accommodation.

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Job Category: Other [ View All Other Jobs ]
Language requirements:
Employment type:
Salary: Unspecified
Degree: Unspecified
Experience (year): Unspecified
Job Location: Schaumburg, Illinois
Company Type Employer
Post Date: 09/14/2018 / Viewed 25 times
Contact Information
Company: Reliance Steel & Aluminum Co.
Contact Email: recruiting@rsac.com


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