Americas IT Applications Support

IMI plc
IMI plc is a sector focused organisation at the forefront of delivering motion and fluid control technologies that create a more sustainable world, improving the quality of life for our customers and communities and ultimately delivering our purpose of Breakthrough Engineering for a Better World.

The Automation platform leverages deep automation technology and applications expertise to improve productivity, safety and sustainability for our customers, Industrial Automation operates across many important industry sectors and is a world leader in supporting customers with motion and fluid control technology.

Our one big team work fairly and effectively but most importantly together to ensure we maintain the foundations that have enabled IMI’s success through over 150 years of heritage.

 

Role Overview:

The Applications support team member, is a key point of contact for the business to address IT application issues. This requires engaging with key stakeholders in the business understand issues, and then drive resolution using resources from the wider IT organisation. This role requires a combination of technical expertise, business acumen, and strong communication skills to bridge the gap between IT and business operations.

 

Key Responsibilities:

• Monitor the Application support Service-Now ticket queue and manage Application Incidents and requests and adhere to the agreed SLA’s for ticket resolution.
• Proactively engaging with key stakeholders in the business to keep on top of any significant IT issues impacting the business
• Provide support to end-users by diagnosing and resolving system issues and errors. This may involve working closely with IT support teams
• Ensure applications are maintained to a current supportable version.
• Work closely with IT support vendors when required to ensure key improvements are successfully implemented
• Assess the need for customization or development of applications to address specific business requirements
• Maintain detailed documentation of system configurations, business processes, and changes for future reference
• Train end-users on how to effectively use the business applications to perform their tasks and responsibilities
• Analyse existing business processes and recommend improvements or optimizations

Critical Competencies for Success

• A deep understanding of the business processes and requirements of the organization, and how the IT systems are used to support this
• Effective communication with technical teams and non-technical stakeholders is essential
• Working collaboratively with cross-functional teams and users is crucial
• Ability to distinguish between a process issue or people issue and constructively get this point across to the business
• Be open to learning and adapting to changes in technology and business processes
• A good understanding of ShipIT, Bartender, RF-Smart, JDE, Epicor or EBS, MS, and SQL server will be beneficial. 

 

Health & Safety

The physical demands described within the Key Duties & Responsibilities section of this job description are required to perform the essential functions of this position.  Reasonable accommodations may be made for individuals with disabilities.  Please contact your local HR representative to discuss the specific Work Conditions and Physical Requirements of this role.  

Health, Safety, and Environmental Duties – At IMI we are all personally committed to protecting our people, minimizing our impact to the environment, the communities we operate in and our company. All members of our workforce have the duty to ensure the health, safety and welfare of themselves, others, and the environment. Every employee is expected to follow all HSE operating procedures, also to challenge any observed behaviors or unsafe acts.

 

Code of Ethics

IMI requires the highest standard of ethics in all business dealings, particularly with customers, suppliers, advisors, employees, and the authorities. In accordance with the IMI Way: Our Code of Responsible Business.

 

Changes to This Job Description

IMI may amend this job description in whole or part at any time.

 

IMI is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.

#LI-CL1

•

Last updated on Oct 4, 2024