Jonathan Olivier Email and Phone Number

• Assist IT Operations Manager in monitoring and organizing IT Operations team progress towards business goals and objectives.• Assist IT Operations Manager with vendor and contract negotiation and management.• Assist IT Operations Manager with maintaining IT department budget.• Monitor and maintain hardware and software inventory, licensing, and subscriptions.• Document IT policy and procedures using ITIL and industry best practices as a guideline.• Work with stakeholders to identify friction with IT technology and oversee implementation of a solution.• Work with IT teams on selection and implementation of hardware and software.• Work with IT teams on upgrades and new system integrations.• Recommends process and service improvements, innovative hardware / software solutions, policy changes and/or major variations from established policy that must be approved by document control policies prior to implementation.

• Enables effective data management, document management, collaboration, employee/manager self-service and engagement through the integration of Human Resources Management Systems (HRMS), including Succession Planning, Learning Management, Performance Management. • Recommends process/customer service improvements, innovative solutions, policy changes and/or major variations from established policy that must be approved by appropriate leadership prior to implementation. • Continuously works towards transitioning from manual paper laden processes and output to data management and a comprehensive core system of record. • Supports HR as needed in the review, testing and implementation of HRMS upgrades or patches. Collaborates with functional and technical staff to coordinate application of upgrade or fix. • Provides support as needed for HRMS including, but not limited to, researching, and resolving HRMS problems, unexpected results or process flaws; performs scheduled activities; recommends solutions or alternate methods to meet requirements. • Develops user procedures, guidelines, and documentation. Trains clients on new processes and/or functionality. Trains new system users. • Maintains awareness of current trends in HRMS with a focus on product and service development, delivery and support, and applying key technologies. Examines trends in information systems training, materials and techniques. Through classes, reading, CBTs or other mechanisms, continuously increases both Training and HR system knowledge. Participates in user group meetings/conferences.

• Performs general administration and maintenance of the ITSM system. • Designs and modifies Request, Incident, and Change Management workflows as well as other applications and services for ITSM Fulfiller groups. • Builds and maintains business rules, forms, lists, user interface components and scripts, tables, menus, and access control lists. • Interacts with the system vendor to perform routine system updates, version upgrades, and other maintenance as well as troubleshooting system issues. • Facilitates ITSM system integration with third party software when required. • Conducts needs assessment and identifies requirements for Logix business units who are requesting to establish service/ticket management processes. • Interacts well with team members and communicates effectively with our internal customers, IT personnel, and management. • Creates system reports for management’s review to improve IT Service processes and efficiencies. • Acts as escalation point for the Helpdesk to troubleshoot technical issues as needed.

● Engage customers using selling skills to build connected solutions in a fast-paced, dynamic environment where customers feel supported and leave delighted.● Inspire customers by showing them what is possible with technology.● Accumulate and apply the appropriate knowledge and expertise through continuous learning and self-development, enabling an excellent customer shopping experience.● Support sales strategies in partnership with the Sales Manager to achieve operating results, growth objectives, and overall financial performance goals.