Job Description

We are seeking a skilled information technology professional who assists customers by supporting them in their use of the company's applications and all its related infrastructure. Works in teams with other specialists and collaborate to solve client issues.

Responsibilities

• Supports day-to-day IT operations across the site (e.g. applications, relationships with the business) and escalates issues.
• Works with customers and central IT teams to resolve day-to-day operational issues.
• Interacts with suppliers for the execution of IT operations.
• Follows corporate IT standards to ensure consistent IT operations across all sites.
• Ensures desk procedures are up to date.
• Executes a range of activities (e.g. root cause investigation, incident resolution) for a limited scope of processes or services.
• Executes Business Continuity Plans (BCP) and Disaster Recovery (DR) processes when required.
• Identifies process and technology improvements and makes recommendations to IT supervision/management.
• Works closely with business customers to understand and document business requirements and works with business analysts and project managers as appropriate.
• Works on production support and migration activities outside normal office hours when required.
• Supports application portfolio management including; incident, problem, change, release, capacity, configuration, demand, and consumption processes, health of the portfolio, business continuity, and disaster recovery testing.
• Ensures security management activities are instituted (e.g. Sarbanes-Oxley (SOX) evidence gathering, Governance Risk Compliance (GRC), and audit support and follow-up).
• Ensures utilization of appropriate Ford processes (e.g. ITIL, system development methodology, development to production checklist).
• Communicates effectively with the business partner and IT teams to support day-to-day operations (e.g. resolving incidents, gathering SOX evidence, performing disaster recovery).
• Assigns business support related to customers - instruction and training, investigation and data analysis, ad-hoc reporting, application run requests, and operational estimates for application development.
• Leads project(s) within an application portfolio to improve overall operations performance (e.g. 8-D, 6-Sigma), special projects, or management initiatives.

Qualifications

Bachelor's degree in computer science, Engineering, applicable degree, or equivalent work experience.
• Experience of progressive responsibilities within IT.
• Familiarity with Ford IT support tools and processes (e.g. incident management, request management, Request Center)
• Working knowledge of IT support tools and processes.
• Incident and request management.
• Status reporting and escalation.
• Ability to communicate and work with diverse teams.
• Hands-on experience in multiple roles across the spectrum of applications and/or technologies
• Experience of working in a global environment

Ford Motor Company is an Equal Opportunity Employer, as we are committed with a diverse workforce, and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran and basis of disability.