Productivity Support Officer

hace 1 mes

Les Lleida provincia, España AkzoNobel A tiempo completo

**Date**:Apr 13, 2023

**Location**: Les Pailles, MU

**Company**:AkzoNobel

We’ve been pioneering a world of possibilities to bring surfaces to life for well over 200 years. As experts in making coatings, there’s a good chance you’re only ever a few meters away from one of our products. Our world class portfolio of brands - including Dulux, International, Sikkens and Interpon - is trusted by customers around the globe. We’re active in more than 150 countries and have set our sights on becoming the global industry leader. It’s what you’d expect from the most sustainable paints company, which has been inventing the future for more than two centuries.

**Job Purpose**:
The Productivity Support Officer contributes from a local perspective (including local / country regulations) to the global GBS IM Services policies, Operating Model, guidelines and objectives. The Productivity Support Officer reports to the Productivity Support Team Lead, within GBS IM Services. The geographical scope of individual Productivity Support Officers might differ, ranging from a single location to multiple sites, potentially in multiple countries
- Proactively ensures efficient use of tools and systems by local AkzoNobel users
- Proactively monitors local customer satisfaction and engages on the improvements
- Proactively ensures the standard IM processes in the IM Operating Model, e.g., support, issue resolution and escalation are followed
- Flags demand towards BI&VM
- Acts as local host for projects / roll outs
- Maintains and build relationships with end-users on location.
- Support legacy systems not yet included into global IM standards.

**Key Accountabilities**:
The Productivity Support Officer is responsible to oversee all IM services, and to coordinate IM services, flag local demand to IM Business Information & Value Management and to the responsible party within GBS to manage the service. In principle the role does not include performing any operational IT responsibility, e.g. programming, bug fixing, incident management, change management, or any related work in the systems.

**Proactively ensures efficient use of tools and systems by local AkzoNobel users**
- Responsible for proactively improving the end-user productivity within the whole AN organization to get the best end-user experience.
- Train and guide users to properly use tools in the most efficient and effective way, for example, Connect, OneTube, Yammer, Document Management, MS Teams, Outlook, etc. to increase productivity.
- Connect end-users to process coaches and IM processes with regards to Application Management and Support Services.
- Ensure the development and maintenance of a knowledge management network regarding Information Management

**Proactively monitors local customer satisfaction and engages on the improvements**
- Influence the IT experience of the user and minimize the need to contact the IM Services helpdesk (Shift Left).
- Contribute to the optimization of the IM processes and services, representing the local level.
- Ensures end-user satisfaction surveys are managed and actions are followed-up properly.

**Proactively ensures the standard IM processes in the IM Operating Model, e.g. support, issue resolution and escalation are followed**
- Act as the process coach for IM processes, supporting AkzoNobel users in utilizing the IM processes and resources in the most effective manner.
- Enforce adherence to appropriate IT policies, strategies and standards that reflect best practices on behalf of IM.
- Ensure that Global teams are provided with feedback and practical advice on how they perform their duties to be effective in their role.

**Flags demand towards BI&VM**
- Flag possible local demand and build the bridge between the local demand and global IM BI&VM organization.
- Liaison between local demand-related topics and IM Demand teams.
- Delegated IM Demand point of communication for GBS-IM services in a specific country and for sites in that country.

**Acts as local host for projects / roll outs**
- Help with organizing kick-off and equivalent project sessions
- Deliver project education and training
- Provide input for local stakeholder management.

**Experience and Role Requirements**:
Experience / Education
- Bachelor degree level education.
- Professional with minimum of 5 years of experience in the IT sector including 3 to 5 years managing IT services in a local country organization in a Global IM department.
- Basic IT infrastructure knowledge on: networking, firewalls, servers, workplace services
- Strong Service management mindset.
- Knowledge of best practice solutions in the shared solutions space.
- Strong knowledge and experience in the assigned service domain.
- Individual must demonstrate ability to act autonomously.
- Know the structure and setup of IM Services (End-to-End services), procedures and people in the Information Management departments and the GBS-IM departments.
- Needs to have a process mindset, w

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