Position Snapshot

Location: Changi Business Park, Singapore

Company: Nespresso Singapore  

Type of contract: Permanent

Position Summary

Joining Nespresso means embarking on a unique adventure within a growing, innovative company. At Nespresso, you will learn about our passion for perfection and for the exceptional, and about our values, which are guided by this same passion: Nespresso excellence.

We are looking for an Asia IS/IT Specialist to be part of our exciting Nespresso team. In this role, you will provide system and business level support which includes troubleshooting and managing of applications and solutions used within Nespresso infrastructure and application portfolio. You will be responsible to ensure the smooth running of Nespresso proprietary applications and solutions within our geographical scope. 

A day in the life of...

User and Business Support:

• Manage and handle first level incidents/requests within local auhorized means (i.e. configuration change & fix, functional end users training and etc.) when appropriate.
• Provides second level support for all IT related incidents for Nespresso proprietary systems and infrastructure (i.e. Avaya Telephony, Network, POS related applications.....)
• Reassign incidents/requests to higher support tiers when no solutions are identified and deemed viable within local authorized means.
• Review support services, use of technology, and problem areas. Communicate and highlight recurrent systems and applications issues/problems to Analyst(s) and Manager(s).

System Administration:

• Supports and collaborate with Group User Management Team on the administration of ERP security and permissions for ERP users; in accordance to the defined access right governance process and procedure.
• Support routine system security audits in all ERP environments to ensure all users are appropriately provisioned for their work function
• Assist in periodic testing of enterprise systems in accordance with the global versioning and release calendar
• Collaborates with other Analysts and Specialists in the market as well as responsible Nespresso and Nestle teams to assure that all tests are being performed correctly.                           

Project Support:

• Assist project teams in task execution related to all systems and processes involved to keep projects on track.
• Takes meeting minutes and action items during meetings and performs basic follow-up.
• Provides support on project management and illustrates how to use administrative tools.
• Assists Analysts in creation of technical specifications and detailed software design documentation based on business requirements when required.
• Manage and support transitioning of projects into production (hypercare) and sustain phases.

Administration:

• Maintain an up-to-date inventory of Nespresso Markets' fixed assets
• Plan fixed assets upgrade, refreshment, extension and disposal cycle
• Collaborate with Markets' IT coordinators on procurements activities (i.e. PO/CAPEX creation requests, order deliveries....)
• Technical Documentation: Create technical documentation related to policies and processes managed by IS/IT department, continuously assesses and improves ITSM Knowledge Base and related areas.                   

What will make you successful

• Degree in Computer Science or equivalent
• 3+ years of prior IS/IT system analyst experience or 5+ years of helpdesk experience (required)
• Experience working in a multi-national and fast paced environment (preferred)
• Experience in supporting ERP (preferably in-house) application (preferred)
• Proven experience with problem solving and troubleshooting principles, methodologies, and issue resolution techniques. (required)
• Have excellent communication skills (written, spoken, and presentation)  with strong customer service mindset
• Effective at understanding problematic and complex situations (analytical thinking) (required)
• Detail oriented, meticulous and able to incorporate critical and logical thinking in every day's tasks (required)
• Ability to present ideas in business-friendly and user-friendly language. (required)
• Highly self-motivated and directed. (required)
• Ability to effectively prioritize and execute tasks in timely manner to all stakeholders. (required)
• Very strong customer service orientation. (required)
• Experience working in a team-oriented, collaborative environment. (required)
• Able to develop and interpret documentation for training and end user procedures. (preferred)
• Experience in Incident Management Tool (ServiceNow) and Telephony System (Avaya Site Administrator) (preferred)