Symantec

Founded: 1982
Employees: 5001+
Enterprise SoftwareComputer & Network Security

IT Site Services Analyst

Company Overview:

Symantec Corporation is the global leader in cybersecurity. Operating one of the world’s largest cyber intelligence networks, we see more threats, and protect more customers from the next generation of attacks. We help companies, governments and individuals secure their most important data wherever it lives.

Organizations across the world look to Symantec for strategic, integrated solutions to defend against sophisticated attacks across endpoints, cloud and infrastructure. Likewise, a global community of more than 50 million people and families rely on Symantec’s Norton suite of products for protection at home and across all of their devices. Symantec operates one of the world’s largest civilian cyber intelligence networks, allowing it to see and protect against the most advanced threats.

For additional information, please visit http://www.symantec.com/connect/blogs

Departmental Overview:

The Global IT Site Services team is looking for a Site Services Coordinator. You will be a member of site services team working with cross-functional projects and service delivery functions within Information Technology; working with global team members who have diverse skill sets such as technical, functional, and management.

The role requires coordination of assigned managed service engagements including, internal and external stakeholders, Vendor management, SLA reporting, Asset Disposition, Smart-Hands service for Sites and Data Center.
 

Performance Deliverables
 

  • Coordinates delivery as agreed and to the required levels of customer satisfaction within assigned service delivery centers.
  • Coordinates the scheduling and deployment of field service representatives, and ensuring they attend site on time, tooled and suitably qualified; and review on-site resource rostering.
  • Ensure the technical delivery by on-site technicians and field service representatives.
  • Ensure policy and process adherence by site technicians and field service representatives.
  • Ticket and SLA management.
  • Support the resourcing function during peak periods
  • Coordinates time sheets being sent to and received from all on-site technicians and field service representatives, in time for monthly financial responsibilities.
  • New-Job Requirements: Ensure that each job is correctly scoped for delivery and communicated across the organization with the goal of zero rework
  • Post-Job Status Report – Collection of all completed jobs sign-offs.
  • Client Services Reporting –Produce and issue monthly client reports as per agreed formats with Services Delivery Manager
  • Updating and maintaining documentation about audits, equipment inventory, change logs, rack and cabling diagrams, and DCIM 
  • Professionally resolve issues via trouble ticket and phone within SLAs 
  • Assist in tracking data center issues 
  • Introduce process improvements and encourage best practices in data center operations 
  • Capacity planning 
  • Be able to work independently and within a team 
  • Participate in on-call rotation and provide after-hours support 
  • Updating and maintaining documentation about audits, equipment inventory, change logs, rack and cabling diagrams
  • Professionally resolve issues via trouble ticket and phone within SLAs 
  • Assist in tracking data center issues 
  • Introduce process improvements and encourage best practices in data center operations 
  • Capacity planning 
  • Be able to work independently and within a team 
  • Participate in on-call rotation and provide after-hours support

Qualifications:
 

  • Demonstrated proficiency and experience in coordinating teams of IT service resources to deliver to required SLAs.
  • Experience preparing accurate and timely documentation to track services progress.
  • Demonstrated experience identifying and realizing opportunities to improve processes for better client and team results.
  • ITIL V3 experience.
  • 3+ years’ work experience as IT Analyst/Coordinator in a product or managed services company.
  • Experience and working knowledge of Ticket Management system- Service NOW.
  • Experience working with various IT hardware and platforms.
  • Experience in cross-functional project management and leading teams and stakeholders across geographical regions.
  • Vendor Management experience.

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Symantec is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.

 
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