Information operator job description

Job Title

Summer 2023 Information Technology Co-Op (remote)

Position Overview

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Shaw Industries is looking for a curious student who enjoys learning how things work and collaborating toward solutions to complex problems! Our ideal candidate wants to work on projects that have an immediate and lasting impact for external and internal customers, has a passion for technology and a can-do positive, proactive attitude. Other important characteristics are a strong desire to learn and develop in addition to strong written & verbal communication skills. We need a candidate who can be a valued team member for hardware and software needs and is great at providing front line user support for all of Shaw's internal tools and technologies.

Are you looking for the opportunity to work on diverse products and projects while you apply classroom learning to real world problems? Do you want to experience troubleshooting, respond to inquiries, and find solutions to technical challenges? Do you want to work on strategic and value add projects? Do you want to develop a network of contacts and mentors through other interns and employees and gain experience and impact the future of work? Would you like to spend time participating in fun, social events to connect with peers, build community, network, experience Shaw's culture, leadership and executives? If this sounds like you, then connect with us to attempt things you never thought were possible!

If selected you will be working in one of the below areas:

+ IT Fulfillment - Receive hands-on experience installing and supporting computing devices in the field -- including PC's, Macs, tablets, phones, network routers/switches, servers, and peripherals.

+ IT Technology - Receive hands-on experience installing and configuring enterprise technology platforms that might include: Windows Server 2008/2012/2016; Linux (CentOS, Red Hat Enterprise Linux) servers; Desktop and client operating systems such as Windows 7/10 and mac OS, Microsoft Deployment Toolkit imaging, and Microsoft PowerShell scripting.

+ Service Desk / Operations - Provide technical support and troubleshooting services to corporate end-users who need assistance with their computer hardware, software, or critical systems. This is a front-line team position with opportunity for exposure to all aspects of Shaw's business.

+ Security - Responsible for understanding and planning for risks to the security of information or data, safeguarding information system assets by proactively identifying, mitigating and solving potential security concerns, as well as triaging actual security concerns.

Requirements:

+ Minimum GPA 2.5

+ Must have completed at least 3 or more semesters of college coursework

+ Must be a full-time student and registered with your university's co-op or career services office

+ Obtaining a degree in Computer Science or other related field

Work Shift

8 Hr non-rotating shift, Hrs fall to in punch day, Observed Calendar, shift starts AM

Shaw Industries is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, gender identity, religion, sexual orientation, national origin, disability, genetic information, pregnancy, protected veteran status, or any other protected characteristic as outlined by federal, state, or local laws.

SummarySonoco's Global IT group is a team of innovators who leverage technology to drive business strategy, efficiency and performance. Together, we'll use a disciplined, innovative and a business focused approach to develop a wide variety of high-quality solutions and services. You'll work in a stable, resilient and secure operating environment where you-and the products and services you deliver-will thrive. This is a once in a lifetime opportunity to take an entire IT department and help transform it into a world-class provider of high-quality services that not only aligns with but anticipates the business needs.

Towards this objective, the ITIO organization is looking for a Senior Manager, Global IT Operations and Service Management who will focus on the planning, design, and execution of the operational standards and processes required to provide world class real-time IT support.

As the Senior Manager, Global IT Operations and Service Management, you will collaborate with the Global IT Team to implement a practical Service Management architecture, associated processes, policies, and systems. In this role you will be accountable for developing world-class IT Operational processes and ensure process execution by the responsible application and Infrastructure support organizations, drive service restoration related to Major Incidents, drive permanent preventative actions and drive overall improvements of all aspects of IT Operations and associated performance metric achievement. This role is also expected to recommend new products and services, as well as maintain a general knowledge of emergent technologies that are applicable to the continued growth and improvement of our operational model.

Not only will this role be responsible for delivering quality services and improvement projects in a timely manner, but also help foster an inclusive and innovative culture. This role will be a member of a global virtual team where communication and collaboration is essential to the team's success. The role requires a proven team player, technical and operational leadership, and guidance and direction during complex and often high-pressure situations. Responsibilities include building and nurturing a world-class operations team (including Managed Service Providers (MSP's)), driving Service Management operational polices, fostering relationships with the entire IT organization and relevant business partners, with a passion for continuous improvement.
Key Responsibilities
Reporting to the Staff VP, Global IT Infrastructure and Operations, you will have responsibility for the following:
Strategy & Planning
Drive Service Management improvements in governance, process, metrics reporting and service design. Service Management processes within current scope are Incident, Problem, Change, Configuration (CMDB), Release, Knowledge, Service Request Fulfillment, and Event.Ensure the development and maintenance of the IT Service Catalog that defines for each service:Clear service definition Ownership and accountability Service level agreements (SLA) that set performance expectations for service requestor Escalation points and key contacts Champion opportunities for Automation in the efficient and effective execution of the service management process to drive improvements (e.g., reduction in MTTR and manual effort, SLA compliance, etc.) Drive the architecture, design and implementation of proactive monitoring/alerting and predictive analytics to reduce incidents and improve service restoration.Develop AIOps (Artificial Intelligence for IT Operations) strategy and platform. AIOps is the automation of IT operations tasks through AI to free IT Operations by ingesting operational data to identify issues and ideally resolve automatically. The platform should 1) automate routine practices 2) recognize serious issues faster and with greater accuracy and 3) streamline the interactions between IT service lines.

Operational Management

Foster and drive a culture of operational responsibility across the IT Application and Infrastructure service lines. The position is accountable for overall Sonoco IT operational performance metrics, but responsibility for service line operational performance and metrics remains with the respective Application and Infrastructure service line leaders. Responsible for ensuring ServiceNow ticket monitoring, prioritization, and escalation. Coordinate incident and problem management activities with all IT Application and Infrastructure service lines and MSP's. Drive a culture of standard, consistent and proactive response to incidents to restore normal service operation as quickly as possible and eliminate repeat incidents that adversely impact business operations.Lead Major Incident Management (MIM) process, expanding participants in team/process (from initial ticket through closure) as required to restore service. Facilitate development of operational procedures for all IT services (e.g., runbooks, Knowledge Articles, etc.) Drive incident resolution, root cause analysis, problem management and improve effectiveness of incident and problem communication end-to-end.Collaborate with IT Application and Infrastructure service lines and MSP's to ensure that Sonoco's service management policies and procedures are adhered to during the execution of IT's operational processes.Responsible for the management and performance of the Sonoco Service Desk (ATOS).Provide feedback to IT senior management as the voice of the customer to increase satisfaction, sentiment and reduce escalations.Drive the standardization of IT dashboards and reporting to represent the state of health and control over IT Operations and Services globally. Conduct Operations Reviews and communicate IT metrics throughout IT and the business.Partner with the IT Applications and Infrastructure service line leaders to define future state IT Operations model.Jointly lead the Change Approval Board (CAB) with IT Infrastructure and Applications Support management ensuring business impact is considered in decisions and ensuring high impact changes are coordinated and communicated appropriately.Assist IT Application and Infrastructure service lines in driving cost reduction/optimization improvements.Evaluate and update service level standards, policies and procedures, training materials, and best practices.Maintain the IT user knowledge base and self-service troubleshooting guides.

Qualifications
Formal Education & Certification

University/College degree (AA, BA, BS) Candidate required to be fluent in English

Knowledge & Experience

Strong working knowledge of ServiceNow.10 plus years or more of relevant work experience working in a significant operational leadership role for a major Fortune 500 company.Proven experience in Service Management (ITSM) and/or ITIL.Excellent, hands-on technical knowledge and experience working in an enterprise infrastructure and applications environment.Excellent working knowledge of current technologies employed in a manufacturing environment.Experience with application and infrastructure monitoring tools Experience in creating reports and analysis using ServiceNow. Domain expertise with IT security is desirable A high degree of creativity and “out-of-the-box” thinking Ability to think broadly and strategically, balanced with high attention to detail.Able to execute on multiple projects simultaneously in fast-paced environments.Possesses a services and solution orientated approach Strong writing, communication, and presentation skills Ability to share knowledge and collaborate by developing content and documentation for distribution to other team members, managers and customers Ability to handle pressure situations with clarity, focus and professionalism Needs to be adaptable to rapid change A very good understanding of “Quality” as it relates to Customer satisfaction

Nice to have
Ability to interact and build strong relationships within all business and corporate functions Excellent communication and extraordinary personal social skills Ability to effectively execute on multiple simultaneous projects Ability to work on a fast pace, ever changing global environment Outstanding organization skills Takes responsibility and achieves results Excellent organizing, time management and priority setting skills

Work Conditions

On-call availability.
Sitting for extended periods of time.

Job Location: Remote, Charlotte (NC), Hartsville (SC), or many other Sonoco locations

We are an equal opportunity employer, and we strictly prohibit and do not tolerate discrimination against employees, applicants or any other covered persons because of race, color, religion, national origin or ancestry, sex, pregnancy, sexual orientation, marital status, gender identity or expression, age, disability, genetic information, veteran status, or any legally protected characteristic.

Leads team members of an assigned area or function by demonstrating and providing advanced knowledge of job responsibilities.

Work Schedule: Full Time Flex
Responsibilities:

Assists with the development, implementation, and evaluation of departmental policies and procedures.

Provides mentoring, monitoring, coaching, and evaluation of team members' performance, especially in the areas of productivity and quality management. Serves as a positive role model for team members by working with them to promote teamwork and cooperation.

Assists with coordinating services, prioritizing assignments and workflow, and promoting situational decision-making/problem solving.

Performs responsibilities of underlying job. Takes responsibility for, or provides guidance to team members on, the handling of complex or novel issues.

Within scope of job, requires critical thinking skills, decisive judgement and the ability to work with minimal supervision. Must be able to work in a fast-paced environment and take appropriate action.

Requirements:

* Minimum Required Education: High School diploma or GED.

Required Licensure/Certification: None Required.

Minimum Experience: 1 year relevant experience.

The pay range for this position is: $18.54 - $24.10 / hour. Pay is dependent on applicant's relevant experience.

UCHealth offers a Five Year Incentive Bonus to recognize employee's contributions to our success in quality, patient experience, organizational growth, financial goals, and tenure with UCHealth. The bonus accumulates annually each October and is paid out in October following completion of five years' employment.

UCHealth offers their employees a competitive and comprehensive total rewards package. Some of the many benefits included in this package are full medical, dental and vision coverage; retirement plans; paid time off; employer-paid life and disability insurance with additional buy-up coverage options; tuition and continuing education reimbursement; and a full suite of voluntary benefits such as identity theft protection and pet insurance. Our employees and their family members have full access to our Employee Assistance Program, which includes up to 5 free counseling visits and work/life solutions, such as one free legal consultation. In addition, other emotional counseling support is available depending upon their need.

At UCHealth, we do things differently

We believe in something different: a focus on the individuality of every person. In big ways and small, we exist to improve the extraordinary lives of all those we serve. As Colorado's largest and most innovative health care system, we as a team deliver on the commitment to provide the best possible experience for our patients and their families. We foster a true human connection and give people the freedom to live extraordinary lives. A career at UCHealth is more than a job, it's a passion.

Going beyond quality requires the perfect balance of talent, integrity, drive and intellectual curiosity. We are looking for individuals who recognize, like us, that the world of medicine is ever-changing and are motivated to do what is right, not what is easy. We support creativity and curiosity so that each of us can find the extraordinary qualities within ourselves. At UCHealth, we'll do everything in our power to make sure you grow and have a meaningful career. There's no limits to your potential here.

Be Extraordinary. Join Us Today!

UCHealth recognizes and appreciates the rich array of talents and perspectives that equal employment and diversity can offer our institution. As an affirmative action/equal opportunity employer, UCHealth is committed to making all employment decisions based on valid requirements. No applicant shall be discriminated against in any terms, conditions or privileges of employment or otherwise be discriminated against because of the individual's race, creed, color, religion, gender, national origin or ancestry, age, mental or physical disability, sexual orientation, gender identity, transgender status, genetic information or veteran status. UCHealth does not discriminate against any "qualified applicant with a disability" as defined under the Americans with Disabilities Act and will make reasonable accommodations, when they do not impose an undue hardship on the organization.

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