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Analyst - IT
Eaton is a power management company with 2016 sales of $19.7 billion. We provide energy-efficient solutions that help our customers effectively manage electrical, hydraulic and mechanical power more efficiently, safely and sustainably. Eaton is dedicated to improving the quality of life and the environment through the use of power management technologies and services. Eaton has approximately 95,000 employees and sells products to customers in more than 175 countries. For more information, visit Eaton.com.
Eaton India Information Technology Center (EITC) is focused on the key objective of creating value for Eaton’s Enterprise IT needs and contributes to key strategic objectives by leveraging the talent base in global and regional initiatives that improve Eaton’s competitive advantage, standardization and drive cost out. EITC provides an environment and opportunity to accelerate individual careers in a challenging environment that provides exposure to a world class Information Technology footprint. Employees at EITC are currently part of a globally diverse team of IT professionals who own and deliver solutions to our internal and external customers through capabilities in areas such as ERP, Engineering, Customer Facing Solutions, Business Intelligence, Architecture, Integration, Infrastructure, QA, Application development, Project Management, Security and Compliance etc.
Participates at a task level. Communicates with customers and suppliers, articulated in terms they understand.
Acts as part of a team; contributes actively to understanding and analyzing customer’s business process. Helps the team in completing tasks along with self-assignments. Is good in documenting and presenting design approaches.
Identifies multiple alternatives to resolve business needs. Capable in multiple IT disciplines and can choose most appropriate techniques for the needed solution. Considers impact of solution initiation or change; can link to communication plans. Coordinates testing and implementation activities.
Identifies multiple alternatives for each business need, including 3rd party solutions in addition to internal ones. Documents risk, impact, and benefits for business team. Makes recommendation for best solution. Coordinates delivery activities across multiple disciplines for priority / scheduling needs.
Resolves incidents and fulfills requests using incident and request management processes under general guidance. Escalates via workflow as needed.
Is able to troubleshoot production problems and identify and implement the proper fix. Reports trends / suggests long term improvements. Provides functional transparency in customer support. Appropriately documents cause and solution to enable knowledge transfer.
Is proactive about identifying problems. Drives continuous improvements. Looks for root cause and permanently resolves problems. Detects patterns in symptoms and identifies long-term, permanent resolutions.
Required is a 4-year college degree in Computer Science or a related field.
4-7 Years of Development and Administrator experience on Remedy ARS/ CMDB / ITSM 7.x and above.
Hands on experience on CMDB 7.x
Integration with CMDB.
Architectural and technical expertise in CMDB
Knowledge of Installation, configuration, upgrades and patching BMC Remedy Action Request System and ITSM suite.
Remedy Developer/BMC Administrators must be detail-oriented with excellent problem-solving, communication and documentation skills.
Experience with ITSM Suite 7.x and higher – Incident Management, Change Management, Problem Management, Asset Management, Knowledge, Service Management and Incident Management.
Working knowledge of UNIX and Windows environment is desired.
Work with engineering team on customer escalations and help those fixing issues.
Experience integrating across Remedy systems with web services and other third party integration.
Minimum of 3 years proven experience in IT Service management area to implement and manage key ITSM framework
We make what matters work. Everywhere you look—from the technology and machinery that surrounds us, to the critical services and infrastructure that we depend on every day—you’ll find one thing in common. It all relies on power. That’s why Eaton is dedicated to improving people’s lives and the environment with power management technologies that are more reliable, efficient, safe and sustainable. Because this is what matters. We are confident we can deliver on this promise because of the attributes that our employees embody. We’re ethical, passionate, accountable, efficient, transparent and we’re committed to learning. These values enable us to tackle some of the toughest challenges on the planet, never losing sight of what matters.
Job: Information Technology
Region: Asia Pacific
Organization: Corporate Sector
Job Level: Individual Contributor
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: No
Does this position offer relocation?: Relocation from within hiring country only
Travel: Yes, 10 % of the Time