Lafarge ITSM Operations Analyst II in Denver, Colorado

OVERVIEW: SUMMARY OF THE JOB Under the general direction of Manager, ITSM Operations, the ITSM OpsAnalyst II role works with all other ITSC teams to provide operationalexecution on project and steady-state ongoing activities. This role willprovide Tier 3 support services and act as an escalation point for the ServiceDesk and ITSM Ops Analyst I while ensuring that service levels are achieved.This role will be responsible for contributing to and leadership for IT andBusiness projects as related to services such as Collaboration, Network,Endpoints, and software. The ITSM Ops Analyst II is responsible for meetingand exceeding pre-defined metrics/benchmarks and that standards andprocesses are followed to provide superior execution excellence. The role willrequire interactions with business end users, relationship managers andprojectThis role works on assignments that are complex in nature and requirejudgment, initiative, and communication to resolve problems and/ordevelop recommended solutions.Work is completed with minimal supervision and assignments may be completedwithout established procedures. The ITSM Ops Analyst II role will beresponsible for formal design and instructional documentation around processesand procedures. RESPONSIBILITIES: MAIN ACTIVITIES / RESPONSIBILITIES * Using a predefined resolution framework, develop and apply ITknowledge skills (e.g. troubleshooting) to resolve and respond to customerissues * Develop basic functional knowledge and documentation of IT systems(SAP ECC, SAP BW, Ariba, Command, LAN/WLAN, AccountManagement, Endpoints, Printing, Directory Management, Google Apps) * Actively engage on project assignments including defining and leadingproject tasks and/or work packages * Demonstrate leadership skills in collaboration and knowledge * Act as a resolution escalation point for peers and customers * Maintain, monitor and administer related computing environments,including directories, systems software, applications software, andmanagement tools * Provide support and assistance for plant process systems includingCommand, LDMS, PDH, WFMS, and others as required * Participate in evaluation, design, and implementation of newsystems that increase productivity or enhance overall business operations * Create technical documentation around new and established processes andprocedures * Responsible for the management of asset inventory in compliance withdefined asset management processes * Contribute to ITSM Knowledge Base * Participate in Global Team forums * Develop an enhanced understanding of IT processes and policies asdefined by the Shared Service Center and how they affect our customers * Participate in training to continue to develop key functional andtechnical skills and improve business acumen * Lead customer training sessions on IT policies, directives, andprocesses and act as SME and Champion within the Business * Work with their team to resolve and communicate resolutions to customerinquiries, escalating issues as needed * Communicate frequently with Management, working to develop personalskills and abilities * Seek to continuously improve operations * Identify and suggest process and system enhancements * Perform at a level that assists in attaining overall and team-levelperformance measures and goals * Stay appraised of service center knowledge and industry best practices * Investigate and test new technologies related to the position * Collaborate with other Shared Service and Global teams to deliverexcellence to customers by way of projects or issue resolution * Consistently meet assigned project deadlines in an agile and rapidmoving environment * Ensure compliance with all Health and Safety policies and initiativesoutlined in the Health and Safety manual Key interfaces, stakeholders and relationships: * Internal: All IT functions like EA, Applications,Infrastructure, IT Se