Productivity Support Officer

At Nouryon, our global team of Changemakers takes positive action every day, to reach higher collectively and individually. We create innovative and sustainable solutions for our customers to answer society’s needs – today and in the future. We are looking for team members who bring ideas forward, champion others and work together to do better. Does that sound like you? 

About the job

The Productivity Support Officer (PSO) provides users with technical support, guidance on usage and adoption of IM services to designated sites. The PSO offers assistance to and guidance on IM activities related to their respective sites. The PSO plays a key part in driving or participating in service improvement and optimization initiatives. 

In your future role as productivity support officer you will

be responsible to oversee and coordinate all IM Services related help desk and onsite support services at the locations and flag local demands for our sites in Northern Sweden, Sundsvall, Alby and Örnsköldsvik.

Help Desk and Site support

• Delivery Owner: Driving, supporting and monitoring the provision of help desk and onsite support services by and performance of IM Services staff and suppliers at the locations. This includes the direct management of staff from external suppliers and in some cases internal staff.
• Ensuring the provisioning of general IT infrastructure expertise and Device Life Cycle management
• Coordinating in case of activities involving multiple parties including a structured coordination with other PSO’s and regions to ensure seamless help desk and onsite support to the end-users
• Handling escalations at locations

Proactively improving efficient use of IT tools and systems by local users to increase end-user productivity and get the best end-user experience. 

• Train and guide users to properly use IT tools and systems in the most efficient and effective way to increase productivity. 
• Connect end-users to key users and IM processes with regards to Application Management and Support Services. 
• Ensure the development and maintenance of a knowledge management network regarding IM. 
• Implement adoption campaigns locally

Proactively monitors local customer satisfaction and engages on the improvements 

• Influence the IT experience of the user and minimize the need to contact the IM Services helpdesk. 
• Contribute to the optimization of the IM processes and services, representing the local level within the global model. 
• Ensures end-user satisfaction surveys are managed and actions are followed-up properly. 
• Proactively ensures the standard IM processes in the IM Operating Model, e.g. support, issue resolution and escalation are followed 

We believe you bring 

• Experience related to end user support  - diagnose and resolve basic hardware, software, and networking issues. 
• Demonstrated experience from guiding first line support and acting as a support point of escalation (second line support).
• General high/upper secondary school or higher with relevant technical training.
• Fluent in Swedish and English
• Knowledge of Microsoft OS, Office 365 and Azure
• Knowledge of network technologies, protocols, and equipment is crucial. This includes understanding TCP/IP, VPN, LAN/WAN, and wireless networking. 
• Understanding of common software applications and be able to troubleshoot them effectively.
• Drivers license

We believe you are a person with great communication skills. You can explain complex technical issues in simple terms to non-technical staff and communicates in a clear and educational manner. You ensures that messages get across and that expectations are clear to all parties involved. 
You are very serviceminded, attentive and accommodating in your treatment in the relation to your stakeholders. You have interest, willingness and ability to help others and makes the effort to deliver great solutions. You also adapt and find win-win solutions through a non-prestige focus. Finally, you work according to a clear process, organizes and plans your work well, completes what is started and meet deadlines.

 
We offer you 

 At Nouryon, we provide a great job and friendly coworkers, plus benefits in addition to salary. Our collective agreement is with IKEM. Plus, we offer unilateral perks, such as bonus, reduced hours, wellness allowance, lunch allowance, and more
 

Have we got your interest? 

This is a permanent position on a full-time basis, reporting to Petri Salminen Productivity Support Lead and based in Stockvik, Sundsvall. Please apply via our online recruitment system. We will not accept applications via e-mail. Once it's with us we will review to see if we have a match between your skills and the role! For more information about our hiring process, visit: nouryon.com/careers/how-we-hire/  
 
We look forward to receiving your application! 

About Nouryon
 

We’re looking for tomorrow’s Changemakers, today. 
 
If you’re looking for your next career move, apply today and join Nouryon’s worldwide team of Changemakers in providing essential solutions that our customers use to manufacture everyday products such as personal care, cleaning, paints and coatings, agriculture and food, pharmaceuticals, and building products. Our employees are driven by the wish to make an impact and actively drive positive change. If that describes you, we will gladly make way for your ambitions. From day one we support you with your personal growth, through challenging positions and comprehensive learning and development opportunities, in a dynamic, international, diverse, and proactive working environment. 
 
Visit our website and follow us on LinkedIn.  
 

Contact 

For additional information about the vacancy please contact hiring manager Petri Salminen , Productivity Support Lead, petri.salminen@nouryon.com If you have any questions about the recruitment process or your application or need assistance, please contact: Recruiting.SE@Nouryon.com 
 
Union related contacts included here 

Ledarna: Jan Filipsson +46 70 519 97 09 
Sveriges Ingenjörer: Ted Svensson +46 72-217 55 84    
Unionen: Jens Magnusson +46 72 215 24 10

#WeAreNouryon #Changemakers 
 
We have already chosen our sourcing channels for this recruitment and kindly ask not to be contacted by any advertisement agents, recruitment agencies or staffing companies.