Field Support IT Analyst

Dana is a global leader in the supply of highly engineered driveline, sealing, and thermal-management technologies that improve the efficiency and performance of vehicles with both conventional and alternative-energy powertrains. Serving three primary markets – passenger vehicle, commercial truck, and off-highway equipment – Dana provides the world's original-equipment manufacturers and the aftermarket with local product and service support through a network of nearly 100 engineering, manufacturing, and distribution facilities.

Position Summary
We're looking for a Field Support IT Analyst in Reggio Emilia.

Work to provide local desktop and network support and act as a liaison among the stakeholders to understand the structure, policies, and operations of the organization, supplier, and customer, and to provide solutions that enable the organization to achieve its goals

Be aware of and execute the Dana support processes and effectively utilize those processes and people within it to solve the issues for customers, without creating major disruption within the organization.

Understands the priority and sensitivity of customer problems and assesses internal solution priorities effectively to maintain customer satisfaction

Relate well to customers and understands the production environment.

Communicate in a direct non-confrontational manner while maintaining good relationships and keep the customer fully informed of the status of any reported problems on a frequent basis.

Actively seeks feedback from customers on ways to potentially improve the support process and relationships

Main Responsibilities

Ownership for all IT activities at the facility (Involved and engaged)

Serve as Single Point of Contact for the Plant Manager and Plant Staff relative to all aspects of IT, participate in all key meetings (Staff, Safety, Daily/Shift Huddle, Change Control, Program/Launch reviews)

Serve as ambassador for the plant representing/escalating key IT requirements and issues to relevant IT support and process (Infrastructure, ERP, Manufacturing, etc.) to teams within IT

In conjunction with central teams, maintain a technology roadmap/plan to track compliance to current standards relative to technology base and 5S organization principles; includes security, local data center, network components/cabinets, and peripherals

Maintain and post the standard IT in-plant scorecard containing performance to IT metrics, incidents, and deployment/launch status

Ensure IT policies, procedures, and standards are adhered to

Budget input and tracking (represent plant requirements in AOP planning cycle)

Responsible for deployment of Dana IT standards for HW, SW, and processes

Actively participate in all P1/P2 incident calls providing information on plant impact and failure modes; communicate resolution status to plant personnel on a real-time basis and post incident. Participate in post event root cause analysis (as required).

Ensure facility staff is properly informed on the IT support model (e.g., contacts, phone numbers by area/failure mode); align IT support model with operational patterns including shifts, weekends, shutdown and vacation periods

Utilize ServiceNow to log, track, and resolve all incidents and requests

Partner with Deployment teams to assist with in-plant deployment activities (contingent on skill set and workload); assist with coordination of change windows are review/approve all site-specific changes

Adopt continuous improvement mindset; includes best practice read across and implementation

Develop a strong working knowledge of the Dana Operating Systems (DOS), and the role of IT in enabling components of the DOS

Comply to all in-plant safety practices; correct and/or elevate violations or potential gaps in equipment or procedure

Develop a detailed understanding of plant operations including but not limited to: Manufacturing/Assembly processes and associated metrics, products, customers plants/OEM's, OT environment and functional knowledge of all IT applications deployed at the site

Support major roll-out projects of Windows 10/11, Office365, Windows Server environment, annual PC hardware refresh, local area network refresh

Job Position Requirements
Education: Associates or Bachelor's Degree preferred in a business/technical discipline, related vocational training, or related certification program or equivalent experience of 5+ years related professional experience

Experience: 2-4 years related professional experience

Language Skills

English B2

fluency in reading, writing and speaking is a plus

Contract: CCNL Metalmeccanico

Annual G ross Salary: up to 48k€

Certifications: ITIL v3 Foundation is highly preferred

Additional Skills

SOX and ITIL

Strong understanding of business processes, information sys