Analyst, End-User Computing

Edgewell is not just a company, but a vibrant global community of 6,800 visionaries, doers, and makers. Our family of over 25 personal care brands serves people in more than 50 countries. We are dedicated to infusing joyfulness into every aspect of our work. Our pledge goes beyond our products, with our fundamental value of People First guiding us to foster a diverse, inclusive, and respectful environment where every team member can flourish and celebrate our shared achievements.

Position Summary
This is an exciting opportunity to continue to develop and leverage your analytical skills.  This position will have an opportunity to improve the ITSM support organization as a whole.  The candidate will be responsible for supporting our end users and maintaining support processes across two distinct service departments. The EUC and Global Service departments.  Our expectations are that this individual will identify and remediate support trends on an ongoing basis. In addition, this unique role allows full visibility into global support issues affecting a multitude of desktop, network, application, manufacturing, and cloud platform technologies. It is a front-line assignment. The candidate should expect an immersive learning opportunity providing insight into manufacturing technologies and the value that an agile and efficient IT support department delivfers to a global manafactuing organization. Your ability to quickly learn new technologies, resolve issues, and provide timely status updates while delivering best in class customer service are paramount to your success in this role. And the success of Edgewell Personal Care as a whole. You are valued.

Specific Accountabilities
•    Track, support, and remediate problems, requests, and document resolutions in ServiceNow
•    Identifies, analyzes and interprets both technical and business opportunities
•    Partner with global IT colleagues on defining, resolving, and/or escalating various IT issues 
•    Install, Move, Add, and Change pc hardware, software, network printers, and conference equipment
•    Author and edit support documentation as assigned in Service Now knowledge base
•    Acts as change agent to implement and communicate change
•    Adopt a mindset of continuous improvement – our processes are your processes
•    Stay current with latest system information, changes and updates
•    Develop an analysis of problem trend reports for locations they support
•    Mobile Device Support
•    Audio Visual Support
•    PC/Printer Site Asset Management
•    Coordinate with IT Purchasing Admin for inventory refresh
•    PC Disposal
•    Network Printer\Queue management
•    Site Purchaser for peripherals 
•    Smarthands support network and server teams
•    White glove support for VIP’s

Required Skills and Experience
•    Desire to stay abreast of best practices and technologies that affect the business
•    Ability to learn and retain new skills
•    Advanced problem solving skills and the ability to develop creative solutions
•    Excellent interpersonal skills
•    High School diploma or A+ certification
•    Two or more years of experience in in related areas, or commensurate education
•    Microsoft O365: Azure Active Directory, Outlook, Teams, SharePoint, etc…    
•    Microsoft Windows OS
•    PC hardware and perifierals 

Preferred Skills and Experience
•    Strong Customer Service Abilities
•    Highly Organized
•    Physical PC repair/maintenance
•    Attention to Detail with the Ability to Prioritize Workload
•    Team Player
•    Analytical and Problem-Solving Ability 
•    Strong Interpersonal and Business Professional Communication Skills – both written and verbal
•    ServiceNow

Working Relationships
•    This position will report to the Manager, Global IT Service Management
•    The peers for this position will be fellow EUC and Global Swivel support analysts
•    Key relationships internally will include administrative assistants for departments, plant manager, and other team Site Technicians.
Work Environment
•    Travel Requirements: 10%
•    Physical requirements: 80%  

The salary range for this position is $56,000 - $84,000. Actual base salary offered to a candidate may vary based upon factors including, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance. 

Edgewell is an equal opportunity employer. We do all we can to create a collaborative and diverse global team, where good ideas can thrive, and our colleagues can learn and lead. We prohibit discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status or any legally protected status in accordance with applicable federal, state and local laws. We listen deeply and speak directly to create an environment that’s open to difference. We aim to bring joy to not only the products we create and the people we serve, but our colleagues across the globe too.