Senior Analyst, Information Systems

This role in summary

This role will be part of the NAR (North American Region) End User Experience (EUS) team. This team is responsible for supporting employees in the North American region in working toward productivity in the workplace. The EUS team focuses on collaboration, transformation, service strategy, and the entire end-user experience internally at Whirlpool. As a member of this team, the EUS Senior Analyst/Analyst is expected to play a role in helping to define the experiences and services that assist our top executives and improve workflows that impact all employees in Whirlpool. Additionally, this role will support and partner with the Winning Workplace, GIS (Global Information System), and HR (Human Resources) Process leaders in the implementation of their strategic vision.

Employees in this role can work a hybrid schedule of three core days in the office and two days remote. This enables employees to come together to collaborate in person and gives employees the added flexibility to work remotely.

Your responsibilities will include

Reporting to the Manager, End User Experience, and the End User Experience Senior Analyst will deliver and be accountable for the following services and experiences:

• 
  End User Experience
  • Support a strategy around the end-user experience and technology, thinking about conference room experience, meeting experiences, how to enable our employees with the knowledge they need, devices, and collaboration tools that are easy to use and empower our employees to achieve extraordinary results.
  • Play a key role in Whirlpool Corporation’s return to the workplace strategy and define the technology our employees use to collaborate in a hybrid work environment.
  • Gain a deep knowledge of our EUS processes for Service Desk, Deskside support, and PC Engineering.

• Executive Tools Support
  • Support for the technology and tools used by our executives at Whirlpool, including mobile devices, personal devices, software systems, collaboration platforms, video conferencing, etc.

• • Support the processes and services around our executive level staff and supporting staff, ensuring appropriate SLAs (Service Level Agreements) are defined and met.
  • Support and escalation of executive technology issues, ensuring immediate resolution, and root cause analysis and fixes.
• Drive technical/process/solution efforts, including structuring analyses, generating insights, and developing recommended actions for Global Information System and business stakeholders.
• Support Executive technology requirements.
• Keep technology current and supported with root cause analysis (look forward and inward).
• Design, analyze and implement efficient technology solutions to improve business processes.
• Maintain an enterprise perspective on capabilities and initiatives, identifying dependencies that could impact collaboration and technology.
• Engage with other end-user service groups to share best practices, lessons learned, and experiences.
• Engage with Pomeroy and Lexmark Vendor related to the end-user experience.

Minimum requirements

• High School Diploma
• 2+ years of technical support experience with IOS
• 2+ years of technical support experience with MacOS
• 1+ years of experience in a Customer Service Environment

Preferred skills and experiences

• Associates Degree
• 3+ years of technical support experience with IOS and Android
• 3+ years of technical support experience with MacOS, Windows, and Chrome OS
• Analytical thinking and being able to learn how to absorb and analyze large amounts of information.
• Ability to prioritize work in a fast-paced, demanding environment
• Initiative, motivation, and capability to manage diverse workloads effectively and accustomed to seeking solutions
• Ability to prioritize work in a fast-paced, demanding environment
• Initiative, motivation, and capability to manage diverse workloads effectively and accustomed to seeking solutions
• Excellent interpersonal skills
• Experience in a service delivery role either within a supplier or client environment
• Ability to understand and dissect business needs and translate technological capabilities into actionable business solutions

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