IT Service Desk - Training, Quality, & Reporting Analyst

Fluor

Muntinlupa City, Metro Manila
Permanent
Full-time

2 months ago

Job DescriptionThe Associate Specialist II has a general knowledge within designated Information Technology (IT) area
of responsibility that is applied to diverse assignments. This role executes assigned tasks and
collaborates on IT projects while exhibiting consistent, current knowledge of new technologies and
platforms.Principal Job Duties & Responsibilities

Assess, maintain, support, and modify existing solutions utilizing standard procedures and

techniques

Apply methodology to support business applications, and investigate operational problems as

necessary

Prepare full spectrum of specifications and user requirements
Assist higher-level specialist in the development of highly complex solutions
Participate with cross-functional team members in issue identification, process impacts, and

solution development discussions to optimize end-to-end solutions

Provide on-call technical support for end users as required
Performs assigned project tasks and initiatives to meet defined objectives and expectations
Analyze solution usage, identify problems, document, and take appropriate action
Analyze and make independent recommendations regarding solutions to problems with varying

complexity in accordance with organization and/or project objectives and guidelines

Organize and prioritize a variety of projects and multiple tasks in an effective and timely

manner, set priorities, and meet deadlines

Plan and organize own work assignments, as well as carry out tasks from management staff
Maintain compliance with all applicable policies, procedures, and global standards
Adhere to and support Fluor's Health, Safety & Environmental and Sustainability Policies
Effectively develop and apply the Core Skills to the job
May need to travel to attend to business related matters
Meet expectations on attendance and punctuality
Other duties as assigned

Basic Job Requirements

Accredited four (4) year degree or global equivalent in in Computer Science, Engineering, Business Management, or other related discipline and two (2) years* of work-related experience or a combination of education and directly related experience equal to six (6) years* if non-degreed; some locations may have additional or

different qualifications in order to comply with local requirements

Preferably someone with Training, Quality and Reporting background in the Global IT Service Desk - BPO industry, with excellent communication, technical, and people skills

Ability to communicate effectively with audiences that include but are not limited to

management, coworkers, clients, vendors, contractors, and visitors

Job related technical knowledge necessary to complete the job

Ability to learn and apply knowledge of applicable local, state/province, and federal/national

statutes and guidelines

Ability to attend to detail and work in a time-conscious and time-effective manner

*These are the typical years of experience required for this job. Current Fluor employees may be
considered for this position either sooner or later, depending on individual performance, potential and
job availability. This applies to all jobs across all functions.Other Job RequirementsAsset Management

Responsible for running reports (daily, weekly, monthly) for the Information Technology Asset

Management Team (ITAM) team

Analyze data where discrepancies are found among systems
Assist in correcting any discrepancies found
Work on other tasks as assigned by the manager

Business Controls

Perform independent research, interviews, and/or investigations as necessary to gain sufficient

understanding of the IT system changes/enhancements made and the risks associated with
those changes/enhancements

Ensure compliance with the Sarbanes-Oxley Act or global equivalent and internal controls
Assist process owners to ensure the end to end transaction flow is correctly documented
Identify business and technology risks and recommend appropriate controls based on risk level,

business requirements, and feasibility of implementation; recommend controls of both a
systemic (configuration, security, reporting) and manual (policies, processes, procedures) nature

Participate in target compliance reviews and examinations
Monitor internal compliance with policies, procedures, standards, and laws by conducting

testing, internal control reviews, and risk assessments

Conduct continuous monitoring activities related to audit compliance and information security
Perform daily job duties in a way that considers and manages cultural differences, time zone

constraints, and communication barriers

Review IT practices and confirms adequacy and accuracy of description of activity
Coordinate meetings and activities among IT departments, auditors, internal and external

parties, and other functional departments

Coordinate and track remediation efforts for all IT deficiencies identified during SOX or global

equivalent and general audit testing

Act as a liaison among the IT department, internal and external auditors, steering committees,

consultants, and other key stakeholders to ensure strict compliance with relevant sections of
the Sarbanes-Oxley Act or global equivalentContracts and Procurement Services

Assist and support the contract management processes and IT purchasing requirements

Data Analytics

Perform statistical modeling
Use analytics to drive key success metrics related to yield management and revenue generation
Work with others to develop, refine, and scale data management and analytics procedures,

systems, workflows, best practices, and other issuesInfrastructure Management

Design and perform server and security audits, system backup procedures, and other recovery

processes in accordance with the company's disaster recovery and business continuity strategies

Integrate servers, including database, e-mail, print, and backup servers and their associated

software into enterprise systems

Ensure system connectivity of all servers, shared software, groupware, and other applications

Organizational Change Management

Support the development of communications plans and general communications for the

function

Coordinate, create, and/or edit articles, blogs and presentation materials (Power Point, etc.).
Publish content to company intranet, email, and other channels
Support survey development
Coordinate, plan, and/or edit quarterly and annual reports
Maintain IT contact and distribution lists
Serve as a communications "go to person" for IT function
Develop and maintain a relationship to support interface with Corporate Communications,

marketing, and other business, functional, and local communicators, as required

Serve as “news reporter” on IT related issues on corporate portal
Coordinate communications of official IT knowledge community and other official IT

communities

Promote and use standard templates for communications delivery

To be Considered Candidates:Must be authorized to work in the country where the position is located.Diverse WorkforceWe are an equal opportunity employer that recognizes the value of a diverse workforce. All qualified individuals will receive consideration for employment without regard to race, color, age, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, genetic information, or any other criteria protected by governing law.Notice to Candidates:Background checks are carried out as part of any conditional offer made, including (but not limited to & role dependant) education, professional registration, employment, references, passport verifications and Global Watchlist screening.

Fluor

Apply Now