Print Services IS Technical Specialist

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Global Business Services (GBS) is ABB’s shared services organization which delivers operational and expert services in Finance, Human Resources, Information Systems, Legal, Global Travel Services and external Customer Contact Centers. With employees based in five main hubs and front offices, GBS provides mainly Business services to ABB teams across the globe as well as supports with external customer inquiries. The primary role of the Print Services IS Technical Specialist is to apply IT knowledge and expertise to help solving difficult technical topics. The Specialist is a key resource, a definitive source of knowledge about the service and solutions, who contributes their expertise to enhance organizational efficiency and support the organization’s vision and strategic direction. The primary role of the IS Specialist is to deliver and support Print Services to consumers (end-users) and customers (payers of the service) mainly in the Windows and in addition to the SAP print environment. Another strong focus will be in the area of enterprise output management in relation to centralized common solutions and tools from different suppliers. The chosen candidate will support the Service Owner to maintain the IS service lifecycle roadmap that includes retirement, aligned with the vision and needs shared by the Business Owner to achieve Business objectives. The Specialist is a key resource, responsible in Customer Satisfaction and Net Promoter Score.

Your responsibilities

• The IS Specialist is involved and proactively supports the installation, management, maintenance, and optimization of the service for the area of responsibility and cross-functional processes related to CX Print services.
• Takes action to ensure targets are met within established safety and quality procedures, corrects malfunctions, calling on other experienced colleagues and external resources to make sure services are delivered in a proactive way.
• Driving and supporting the installation/ management/ maintenance/ optimization of internal and cross-functional solutions related to CX Print services build or service delivery.
• Assisting in major incident & critical situation resolution, providing input and expertise to solutions for any incident, change, or project with a major impact on the relevant IS solutions /services.
• Driving excellent customer service to ensure satisfaction within CX Print services and related services, in line with strategic and tactical needs, making sure actions are taken to close any gaps, and influencing stakeholder perceptions of the relevant IS services.
• Setup and track record in service transition, final deployment, User-Acceptance-Test (UAT), hyper-care, and roll-back documentation.
• Monitoring the execution of IS solution/service delivery by internal IS delivery external third-party IS service suppliers in a “core and flex model.”
• If consulted, give advice and supports the installation of IS services, or the changing of existing IS services.
• When involved, delivers the appropriate IS solution /service according to agreed Service Level Agreements (SLAs), in time, in the budget, and at quality.
• Is responsible to act in compliance with corporate IS regulation and IS policies with ABB regulations and ABB guidelines of which accountability and responsibility for this position are derived and with any other internal control regulations that may be assigned.
• Works closely with suppliers providing a part, or even completely, the service.
• Engages proactively with suppliers to resolve incidents, problems, or unsatisfactory performance, and implements supplier management-related service improvement initiatives and programs.
• Monitors and reports on supplier performance and customer satisfaction.
• Validates that suppliers’ performance is in accordance with contract terms.
• On assignment and request identifies, proposes, advises and implements IS services, sharing knowledge using the understanding of existing technology and business requirements.
• Keeps knowledge up to date regarding new and emerging IS technology and industry practices, bringing learning into ABB all within the area of responsibility.

Your background

• Bachelor’s degree with 3-5 years of experience.
• ITIL foundation certification v3 or v4 is required, Enterprise Output Management certificates and Windows Client and Server certificates are preferred.
• Strong experience and knowledge on Windows printing 2nd, 3rd level support, and operation.
• Experience in managing enterprise-level print infrastructure services and output management solutions, like LRS-VPSX Enterprise™.
• Skills in SAP output management.
• Experience in managing transition and transformation of large printer environments across suppliers and services.

More about us

We look forward to receiving your application (documents submitted in English are appreciated). If you want to discover more about ABB, take another look at our website www.abb.com.