Site IT Client Services Coordinator

Company:

Interested in joining a winning team? A team whose employees are empowered to make a difference?

Grade: 35 - 36

Offer Range: $118,000 - $168,000

Organizational context and job purpose

INEOS has grown to become a leading chemical company, with sales today of around $65 billion annually.  INEOS is a global company with 26,000 employees on 194 sites in 29 countries.  The Olefins & Polymers USA (O&P USA) business within INEOS includes the product lines Ethylene, Propylene, Butadiene, Polypropylene (PP) and Polyethylene (PE).  Manufacturing sites include Chocolate Bayou Works (Alvin, TX), Battleground Manufacturing Complex (LaPorte, TX), and Carson (Carson, CA), with a division office in League City, TX.  Overall, O&P USA has approximately 1,300 employees, 1,400 contractors, and annual revenue of $3 to $4 billion.

How the Role Fits In:

Unavailability of IT assets can have direct, negative impact on business performance.  This role is necessary to ensure employees in the company can remain productive and business processes that rely on technology continue to function.  The expectation is for this person to work independently of direct supervision for  assignments unless assistance is requested.   Expected to lead projects and identify innovative ways of resolving issues.

The Main Purpose of the Role: 

Coordinate the support and maintenance of the company's IT assets, manage end-user relationships, and provide high-level technical assistance to end-users at both local and remote locations. The individual performs complex tasks that must be coordinated with tasks outside the work unit; The individual provides advice and counsel to IT management.

Responsibilities AND Accountabilities

~ The individual determines the best means of defining and accomplishing broadly defined jobs.

~ Actively supports developing and sharing of best practices within the broader organization.

~ Generates new ideas and stimulates others for innovation.

~ Has the additional responsibility of procedure and guideline development.

~ The employee determines priorities and may deviate from established procedures as long as objectives are met.  No direct monitoring of the job is needed.

~ Assists in the coordination of a team of Technical analysts (both employees and contractors) in a manner that ensures the operational integrity, integration and effective delivery of IT services and products at the sites.

~ Ensures that IT delivery is consistent with agreed upon Service Level Agreements (SLA’s) and budgets aligned with business strategy

~ Acts as an escalation point for problems not resolved through normal user / supplier channels

~ Ensures integration of activities across service providers

~ Assists in the management of LAN and WAN, Servers, Client PCs, Active Directory, IT Security, Email Infrastructure, etc.

~ Maintains a check on financial, quality and security performance of any outsource vendors, and provides assistance in effecting improvement

~ Responsible for ensuring that Change Management processes and procedures are followed.

~ Ensures that every person in the business knows who they should contact for all IT operational matters

~ Provides guidance and leadership to the business for technical systems. Shares technical knowledge and industry best practices with business staff and vendors that support these systems.

~ Ensures IT delivers on financial commitments for expense reductions and cost containment

~ Ensure that innovation is brought forward from the Service Providers, incorporated into base services where appropriate and shared across sites and regions as best practice.

~ Ensures a constant drive toward operational excellence and a culture of continuous  improvement

~ Has the responsibility to assist in the development of IT procedures and guidelines.

• ~ Ensures that all applicable INEOS IT  guidelines, policies and procedures are utilized and adhered to.

Skills & Knowledge Required

Education/Experience

Level of Education & Experience

• Bachelors degree in a technical field
• 7+ years technology-related experience.

Skills and Competencies

Technical skills

• Understands highly complex technical aspects of role and performs work without supervision.  Frequently mentors junior staff in field of expertise
• Experience in and understanding of petrochemicals business processes
• Experience in operation of IT support processes
• Experience managing small-scale development or infrastructure projects
• Experience in trouble-shooting complex technical problems
• Requires a combination of demonstrated managerial and advanced professional competence, and the ability to deal with problems of structure and process as well as complex technology.
• Experience in corporate Microsoft environments.
• Able to diagnose and solve complex, rare technical or process issues, and evaluate impact on business. Able to provide multiple, creative alternative solutions as required.

Behavioral skills

• Problem solving done by the individual requires determining "how to solve" unique problems and evaluating advantages and shortcomings of alternatives.
• Demonstrated problem solver, so is a primary resource to help improve performance.
• Able to effectively communicate within all levels of the organization between operations and executive management.
• Skilled at tailoring the communication to the audience in a clear, concise, manner. 
• Generates support for process changes to improve business performance.
• Influence behavior and opinions. Understands the perspectives and agendas of others.
• Comfortable with all levels in the broader organization.
• Good communication skills (both written and verbal) and the ability to interact across different cultures and time zones.
• Expected to have occasional interaction with mid-level management and counterparts in other businesses.
• Solves very complex problems using interpolative thought processes, an orderly approach to decision making, and recognizing similarities in past situations. 
• Uses consensus and participation in decision making appropriately; sees connections and trends.

PHYSICAL REQUIREMENTS

• Frequently (70-100%) sitting.
• Occasionally (30-60%) lifting and carrying up to 20 pounds.
• Infrequently (10% or less) ascending and descending stairs, bending, stooping, twisting, kneeling, and reaching at/below shoulder height.
• The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; viewing a computer screen and extensive reading.
• The worker is not substantially exposed to adverse environmental conditions.
• This position requires the employee to always be alert, able to concentrate on their task at hand, and not impaired by medications (prescription, non-prescription, illegal or legal substances including alcohol), or any other mental condition which adversely affects alertness, concentration, or judgment.

Our culture is one of honesty and integrity with an emphasis on safety, health and environmental performance.On our team, people are acknowledged for embracing new practices that help create real value for customers.