Associate Manager, IT Infrastructure and Operations EngineerRacine, Wisconsin Job ID 23176 Apply
SC JOHNSON IS A FIFTH-GENERATION FAMILY COMPANY BUILT ON THE SPIRIT OF OUR PEOPLE. We have been leading with purpose for over 130 years, building iconic brands that win the hearts and minds of consumers – such as Raid®, Glade®, Ziploc® and more, in virtually every country around the world. Together, we are creating a better future – for the planet, for future generations and for every SCJ team member. Join our winning team of Wave Makers and Go Getters and help us write the next chapter in the SCJ story.
As the Associate Manager, IT Infrastructure and Operations Engineer in the Service Delivery & Operations team with IT’s Global Technology Delivery department you will be responsible for the oversight, development, implementation, and management of technical aspects relating to IT Service Management (ITSM). You will be responsible for the tools and platforms that allow Business Processes and Technology (BPT) team(s) to deliver services following the ITSM processes. You will ensure the availability and performance of the platforms and tools at its optimum level with minimal downtime for maintenance.
Essential Duties and Responsibilities:
Explore new technologies: look for ways to leverage new technologies and tools to streamline processes, improve efficiency, and enhance the overall customer experience. For example, explore the use of AI, machine learning, or automation tools to automate repetitive tasks, reduce manual effort, and improve service quality
Make recommendations for solutions or improvements to ITSM processes that can be accomplished through new technology or alternative uses of existing technology
Configure and customize ITSM/other Operations related applications /modules to meet business requirements
Manage SaaS application integrations to improve consistency and speed to meet end-user needs
Embrace innovation by constantly exploring new ways to do things, thinking outside the box, and trying new things
Conduct workshops and training sessions to demonstrate software capabilities to clients
Be responsible for overseeing the execution of Operations tools and platforms in accordance with established terms and conditions.
Work with vendors, partners, teams or self to identify the root cause of problems and resolve the problem as quickly as possible.
Keep up-to-date with and implement best practices, trends and technologies
Ensure proper documentation and procedures are accurately developed and maintained
Focus on improving the customer experience by adopting a customer-centric approach, analyze end users feedback and quickly solve issues
Work with partner and service teams to improve monitoring and correlation of performance analytics
Work with partner and service teams on event management
Gain support of teams and individuals at various levels of the organization.
Implement, monitor, and enforce compliance of Global IT organization and security standards.
Develop Continuous Service Improvement methodology to reduce/remove repeat occurrence of customer disruption, identify manual processes for refactoring, and identify processes that would benefit from automation/self-healing
Utilize Agile, Lean principals to deliver commitments
Required Skills / Experience / Competencies:
Bachelor’s degree in Computer Science, IT, or relevant technical degree
Minimum 6 years of ITSM platforms/tools support/maintenance /development experience
Minimum of 4 years of in-depth technical knowledge in managing / administering ITSM, and monitoring other service delivery platforms and tools
Qualified candidates must be legally authorized to work in the United States
Preferred Skills / Experience / Competencies:
Exposure to, hands-on experience of cloud technologies, management, and platforms
Experience with ITSM tools like Cherwell or ServiceNow
Strong ITIL mind set, with ITIL v4 Certifications a plus
Demonstrated ability to implement and mature technology solutions
Excellent communication skills
Ability to converse effectively in both business and technical terms
Project management experience or IT Architecture experience (a plus)
Proven team player with experience working in a virtual working environment
Proven customer-centric mind set
Highly motivated, self-starter, with flexible, common sense, and can-do attitude
Demonstrated ability to partner and collaborate across organizations to optimize outcomes
Able to travel up to 10%
Global team which requires hours that will may need to flex
SC Johnson’s total compensation packages are at or above industry levels. In addition to salary, total packages may include bonuses, long-term incentives, matching 401(k) contributions and profit sharing based on company profitability, job level and years of service. As a family company, we’re committed to providing benefits such as subsidized health care plans, maternity/paternity/adoption leave, flexible work arrangements, vacation purchase options, recreation and fitness centers, childcare, counseling services and more.
At SC Johnson, we strive to create a positive, inclusive and unique workplace. We strongly believe SCJ people are able to achieve their best when they can collaborate and work together in person.
Equal Opportunity Employer
The policy of the Company is to ensure equal opportunity for all qualified applicants and employees without regard to race, color, religion, gender, marital status, sexual orientation, national origin, ancestry, age, gender identity, gender expression, disability, citizenship, pregnancy, veteran status, membership in any active or reserve component of the U.S. or state military forces, genetic history or information or any other category protected by law.
If you are an individual with a disability and you need an accommodation or other assistance during the application process, please call our Human Resources department at 262-260-3343 or email your request to SCJHR@scj.com. All qualified applicants are encouraged to apply. Download the EEO is the Law poster for more information.