广东省数字贸易与服务公共服务平台

Job Function
PSC specialist will respond immediately to, record, configure, resolve or escalate to appropriate support group IT problems and IT infrastructure failures, experienced by Mars Inc. employees and business partners’ to ensure minimum disruption and fastest recovery for Mars Inc. business operations, thus avoiding significant financial losses for the business. PSC specialist will be accountable for key operational and customer service metrics of himself or herself. He or she will response to his or her personal performance and escalations management, communication to teams involved in the resolution, business customers and Mars IS management.

Fluency in both written and spoken English is a mandatory requirement. The user groups that PSC supports are native English speakers and Chinese users. English is the business language of Mars IS therefore documentation of issues must be made in English.

The analyst will provide excellent customer service while contributing to the resolution of approximately 80% of the problems received by the PSC.

Responsibilities Areas
? Report to the PSC Team Leader the results and achievements of their sub-team projects on a periodic basis (presentations, production of status reports, etc.) and be accountable for the performance of their sub-teams.
? Respond to events (customer calls, automatically generated alerts, email requests, voice mail, etc.) for all technologies supported by Mars IS within predefined service. Resolve approximately 80% of received problems in support of achieving/surpassing an 80% event resolution target for the team. Perform diagnosis of technology or application related problems.
? Quickly develop necessary technical and functional skills through training, on the job experiences, cross training with experienced analysts, etc.
? Determine and initiate appropriate corrective action for all events or issues utilizing problem solving skills, technical knowledge, problem solution documentation and other available tools. As necessary, enlists assistance of experienced Primary Service Center Analysts to achieve event resolution as well as gain additional skills and knowledge.
? Assist in performing monitoring, intervention, escalation, and communication of any issues having an impact on any aspect of the production environment. Maintain awareness of production environment at all times.
? Identify related problems / events and determine the overall environmental impact and root cause.
? Identify recurring problems and provide feedback to team leader and appropriate Solution Center for root cause resolution.
? Record all events in the event management system and maintain a 95% Ticket Accuracy target.
? Provide excellent customer service per service levels.
? Maintain current knowledge of relevant service offerings and support policies/procedures in order to provide technically accurate solutions and appropriate levels of service to customers.
? Provide feedback, modifications and suggestions to the knowledge management team to improve overall solution / documentation accuracy.
? Participate in and contribute to continuous process improvement initiatives
? Performs other related duties and assignments as required

Qualifications and Relevant Experience
? Fluent English: both written and spoken.
? Ability to quickly gain knowledge of Mars technology and application environment.
? Basic desktop/laptop/printer knowledge, network LAN/WAN concepts, Notes/Mail, operating system knowledge, MS Office skills, Lotus Suite skills, etc.
? Strong analytic and problem solving skills
? Strong technical aptitude
? Strong customer service skills
? Strong communication skills
? Microsoft Office environment

Other Preferred Experience
? Undergraduate degree (MIS or Computer Science a plus) or equivalent business experience and minimum of 2 years’ experience in Information Technology setting.
? Ability to work effectively in a flexible and changing environment, manage multiple activities and priorities, and work well under pressure.
? Demonstrated ability to learn new technical skills quickly, and to apply this learning.
? Initiative, self-reliance and pro-activeness.
? A strong customer orientation with a focus on delivery of value added service.
? Ability to evaluate, analyze and solve complex problems - strong cognitive abilities.
? Proven ability to work on and track efforts across several concurrent development efforts.
? Ability to work with individuals/teams across multiple cultures, sites and time zones and to - adjust ways of working accordingly.

Key Competencies:
? Action Orientated
? Functional / Technical Skills
? Procedure Focus
? Customer Focus
? Patience

   全球的玛氏信息技术服务公司为玛氏集团的各个事业部门提供一流的信息技术服务，广州玛氏信息技术服务有限公司是全球玛氏信息技术服务公司在亚太区唯一的分支机构，为玛氏集团在亚太地区的各个分公司提供技术支持，这些玛氏集团分公司位于中国，日本，澳大利亚，泰国等地，其业务范围涵盖了巧克力、宠物、口香糖、食品、饮料等各个事业部。公司现有员工200人，2017年营业额超2.5亿人民币。在岸业务约15%， 离岸业务约85%。