IT Technology Specialist, Coordination & Delivery
**Scope/Categories**
Role will have no direct reports.
Key Interfaces: IT Infrastructure team members and outsourced partners, INF Service Delivery Managers, INF Coordination & Delivery Team members and Leaders, End Users, Local Business Leaders.
Travel may include approximately 0-5% of work time.
**Key Accountabilities**
- Receives and handles requests for support following agreed procedures.
Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate.
Maintains records and advises relevant persons of actions taken.
Assesses feedback to help measure effectiveness of stakeholder management, and highlights issues which need to be addresses
In consultation with users/customers, demonstrates all features, plans requirements, installs (including field modification) and commissions desk-top systems, products and services and their upgrades.
- Rapidly absorbs new technical information and applies it effectively.
Has a good appreciation of the wider field of information systems, their use in relevant employment areas and how they relate to the business activities of the employer or client.
Interprets technical or procedure manuals on behalf of non-technical users and provides routine training in normal usage of systems, products and services, providing information on the full range of capabilities
**One K-C behaviors**:
Click on the tab below to access overview materials for the Professional One K-C Role.
Download the Professional Role Guide which contains all the information you need to know about the behaviors and your role as well as a self assessment, development tips, recommended readings, and much more.
Role Guide which contains all the information you need to know about the behaviors and your role as well as a self-assessment, development tips, recommended readings, and much more.
Use these tools to enhance your development and performance throughout the year.
**Key Qualifications and Experiences**
- Bachelor's degree; Degree and 3+ or 5 years of Information Technology experience
- Experience working with end user services technologies (PCs, operating systems, productivity software, mobile devices)
- Held prior accountabilities that required customer engagement and interaction
Displays good inter-personal skills, demonstrating the ability to relate to customers in their own language.
Has project and/or change management experience on technology based projects.
- (Standard) Ability to work in a virtual team which may work across distance (remote), cultures and time zones, in a matrix with multiple reporting lines, and may extend outside the K-C organization including suppliers, partners and customers.
- (Standard) Verbal and written fluency in English is mandatory
- (preferred) Able to perform a broad range of work, sometimes complex and non-routine independently
- (preferred) Understanding of technical change management and incident management process(es)
- (preferred) Broad range of business and IT experiences; Has achieved technical and/or business certification(s).
**Global VISA and Relocation Specifications**:
Employee who was in the role, retired from K-C last year.
**Primary Location**
Costa Rica - San Jose
**Additional Locations**
**Worker Type**
Employee
**Worker Sub-Type**
Regular
**Time Type**
Full time