ITSS Technician ( IT Site Support)

** Objective(s)
The objective of the document is to clarify the overall responsibilities, main tasks, key interfaces and required functional skills, personal skills and capabilities and formal education of the employee.

** Role Description
# Overall Responsibilities and Accountabilities
• Support Yara End Users
• Maintenance and operations of local IT and office facilities/ equipment
• Be the Yara IT Subject Matter Expert (SME) regarding all site IT matters
• Participate and contribute in central and local IT projects as the site IT SME
• Build, maintain and improve IT knowledge among end-users
• Contribute to building and maintaining the IT knowledge database
• Provide the key point of contact for business stakeholders regarding local IT matters
• Act as Yara IT local representative for central IT Services and deliveries according to Yara IT policies, standards, solutions and governance
• Execute ITOS and ITBS tasks on site, based on Operational Level Agreements (OLAs) with IT vendors, or approved business needs.
• Be the Office Security and Safety Committee Member
• Be an active member in the country cross-funstional projects or campaigns
• Reports to Regional IT Manager (RIM)
• Dotted-line report to Country Manager or HR-Admin Manager

# Main Tasks
IT On Site Support
• Monitor relevant queue or queues in the IT Service Management tool (Service Now)
• Take on assigned tasks from queue and fulfill tasks according to Service Level and Operation Level Agreements.
• Ensure good discipline in updates and closure of tasks / tickets in IT Service Management tool
• Liaison for information related to local environment and culture
 Onsite contact person and guide for break & fix technicians from assigned 3rd party
 Ensure access to relevant data rooms with supported equipment
 Provide skilled Yara-specific knowledge on local conditions and operations
 Local presence of IT professionals for Incident, Problem, and Request processing (hands and eyes) according to instructions provided in ticket
• Handle defined tasks for the management of local IT assets
 Pick up parts from stock to handle immediate needs related to On-site support (e.g. change broken keyboard or replace damaged cable)
 Perform stock management (track levels, stock in, stock out) according to process
 Perform purchase and delivery when required according to process
• IMACD tasks
• IMACD includes physical Install, Move, Add, Change, and Disposal of relevant IT equipment and software for workstations, notebooks, mobile devices, LAN equipment, printers, telephony, servers, and other relevant equipment when remote execution cannot be performed
• The following tasks are in the scope (handled according to procedures provided):
 Installation and verification of new equipment; this may include site preparation, software load, configuration parameters, and user familiarization on products and services
 Move of existing equipment to new locations
 Adding new accessories
 Change of existing configurations due to events such as new users, data transfer, or migration to new operating systems
 De-installation, with or without disposal of existing products and systems
• Update Asset Management and/or IT Service Management tool according to process to reflect the action taken (e.g. change status or location)
• The ITSS will act as the face to face contact for the end user when there is an issue that Service Desk is unable to resolve over the phone or through email communication
• Troubleshooting hardware, networking and software related queries for computers with a standard image
• End User training on Yara IT workplace solutions according to training material provided

IT Business Support
• Local IT support of equipment not covered by central IT: Provide all tasks described in IT On Site Support role description (as mentioned above) for approved local equipment, software, applications and systems not being delivered or supported by Central IT.
• Facility support
 Collaboration with local Facility Management to ensure facility equipment such as, but not limited to; server rooms HVAC and UPS, A/V systems, access control systems and security video control; telephony and other communication solutions is in good shape.
• Support Production IT / Operations Technology (OT) function at Production sites.
 Support local Production IT infrastructure environment
 Support local Production IT core processes and systems
 Act as interface between local Production IT/OT and Yara IT

• Contribute in projects
 Participate according to instructions in assigned projects
• Knowledge sharing:
Document and share knowledge, experiences, local and central work instructions, relevant site information, good practice examples and other relevant material
• Support other ITSS and act a ITSS at other sites when required
• Support VN Site Cross-functional projects, Admin, Security and other campaigns when required

** Key Interfaces
• IT Users in Yara
• Site management and other local business stakeholders
• Yara IT Multi-Vendor Coordination team
• External Service providers
• Regional IT Manager and ITSS colleagues world wide
• Other colleagues within Yara IT

** Functional Skills
• Relevant IT experience (e.g. hands-on IT hardware and software maintenance and installations. Network infrastructure knowledge)
• Understanding of functionality and infrastructure for site solutions
• Good knowledge of IT services and ITIL processes (Incident-, Knowledge-, Access-, Problem- and Request Management)
• Experienced in common tools related to IT operations (e.g. monitoring tools, work flows tools, remote execution tools)

** Personal Skills and Capabilities
• Self-driven
• Process oriented
• Meticulous, methodical and organized
• Good communication skills
• Customer oriented
• Service minded
• Team player
• Ability to handle stressful situations
• English and local language, fluent written and spoken

** Formal Education
• Technical Diploma or Degree in Computer Science or electronics
• Certification in ITIL and Microsoft and other relevant topics
• Relevant experience can compensate for lack of formal education

- According to the company
- Social insurance, health insurance, unemployment insurance according to Labor Laws
- Professional and active working environment

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