Field Service IT Support Analyst

Location

San Diego - CA, US

Team

IT

Experience

3-7 years

Degree

Bachelor

Job Category

Other technical job categories

Travel

10%
Introduction to the job

The Field Service Support Analyst ensures that the enterprise's field service team is provided the most up-to-date information required to perform their duties efficiently, correctly, and safely. This position designs and supports solutions from document authoring to distribution to analytics. Our Technical Documents Publishing team and global Field Service Engineering team rely on this role to provide the tools and infrastructure required to propagate critical information to assure safety and maximizing equipment uptime and availability.

Role and responsibilities

Act as primary contact for our business partners to create sustainable, scalable, and appropriate solutions to support the publication and distribution of technical documents to a worldwide audience of field service engineers. This role is key to the success of our internal and external customers and the analyst must be focused on providing the highest quality solutions. The analyst maintains the backlog of requests and prioritizes their completion with the business to make sure that the most important tasks are executed first. The Field Service Support analyst works with external providers and supports a variety of SaaS and on-premise solutions. The role requires a combination of application support and application expertise for both custom and off-the-shelf applications. Job tasks include, but are not limited to:

Procurement of systems and services.
Research and investigation of commercial offerings that support the job mission.
Troubleshooting and resolving application issues with assistance from external partners.
Act as liaison between internal customers and external partners.
Arrange and manage the rollout of software improvements and lifecycle upgrades: SaaS, On-Premise, and Laptop.
Specify and coordinate the delivery of underlying infrastructure from data center services teams.
Orchestrate and communicate the rollout of new features and capabilities.
Interact with network security teams.
Communicate with experts throughout the enterprise.
Assist in generation and interpretation of analytics.
Infrequent but possible support of systems and teams outside of normal working hours.
Flexibility to support teams/suppliers in disparate time zones.
Work with support from a variety of software providers.
Direct the work of external resources and consultants.
Other duties as assigned.
Job description subject to change at any time.
Education and experience
Bachelor's degree.
3-5 years professional experience related to application support and ownership.
Skills

Working at the cutting edge of tech, you'll always have new challenges and new problems to solve - and working together is the only way to do that. You won't work in a silo. Instead, you'll be part of a creative, dynamic work environment where you'll collaborate with supportive colleagues. There is always space for creative and unique points of view. You'll have the flexibility and trust to choose how best to tackle tasks and solve problems.
To thrive in this job, you'll need the following skills:

Able to align and prioritize requests from a large base of internal customers.
Understanding of network encryption, certificates, secure file transfer, and underlying compute components.
Experience with SaaS integrations.
Strong English communication skills - both written and oral, ability to influence.
Comfortable in addressing large, diverse groups.
Highly organized and transparent.
Can observe and respond to people and situations and interact with others encountered in the course of work.
Can learn and apply new information or skills.
Must be able to read and interpret data, information, and documents.
Strong customer focus and commitment to customer satisfaction through prioritization, quality, efficiency and professionalism.
Ability to complete assignments with attention to detail and high degree of accuracy.
Proven ability to perform effectively in a demanding environment with changing workloads.
Result driven-demonstrate ownership and accountability.
Identifies bottlenecks and drives improvements.
Familiarity with Agile methods.
Work independently or as part of a team and follow through on assignments with minimal supervision.
Demonstrate open, clear, concise and professional communication.
Ability to establish and maintain cooperative working relationships with co-workers and customer.
Proficient use of all Microsoft Office suite programs.
Nice to have: SOLR, Postgres, PDF publication, DITA, XML, DITA, Jira, Spotfire.
Diversity & Inclusion

ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our company.

Other information
Routinely required to sit; walk; talk; hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, reach, and stretch. Occasionally required to move around the campus.
Occasionally lift and/or move up to 20 pounds.
U.S. flexible workplace arrangement may be available to employees working in conductive roles. Mutually-beneficial alternative work arrangement must be approved by manager - Hybrid Working Model.
May require travel (specify domestic and/or international) dependent on business needs.
Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Work according to a strict set of procedures within the provided timelines.

EOE AA M/F/Veteran/Disability