Level 3 IT Business Services Analyst
Who We Are
Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our homes and digital identities. Our 10,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms, and automation. For more information, please visit solera.com.
The Role This role is based on site at Westlake. The ideal candidate will be highly motivated, experienced in IT support, has effective communication skills (both verbal and written), proactive, takes initiative, thinks creatively and is a team player. The role encompasses all activities and technologies related to a leading-edge enterprise office environment. There is no such thing as a typical day, as each day will be different. Some days will be easy, and others more challenging.
What You will Do
Core Requirements o Support the end-user community, both in office and remote.
o Provide advanced troubleshooting for software and hardware issues on multiple platforms (macOS, Windows 10/11, iOS, and Android).
o Onboard and offboard end users.
o Support of all Solera Entities.
o Support the office technology platforms, including wireless and wired networks, conference room technology (Zoom and Microsoft Teams), automation systems, and AV streaming technology.
o Provide white-glove IT support for executives, as well as at marketing events held in the office or other locations.
o Asset management (managing the lifecycle of IT equipment from procurement to e-waste).
o End-point management.
o Leverage vendor support wherever possible to offer the best solution quickly.
o Train and provide documentation to Level 1 and 2 support team members.
Other Requirements o Be diligent in ensuring support tickets are closed or reassigned within SLA, with clear and detailed notes.
o Do everything with data security and SOX compliance in mind.
o Project Work
o Participation in ISO/SOX/SOC Security Audits to cover for IT-BS tasks
o Ensure that all bespoke setups and new procedures are clearly documented to ensure consistency within the team.
o Relentlessly look for ways to improve what we do.
Must-haves:
- Minimum of 2 years macOS & iOS support experience in a corporate environment.
- Minimum of 5 years Windows 10/11 support experience in a corporate environment.
- Strong basic and advanced troubleshooting skills.
- Experience with Office 365 administration (Intune, Entra ID (formerly Azure AD), SharePoint, Exchange, etc.).
- Experience with Active Directory or similar tools like ADManager.
- Creative thinking (thinking “outside the box”) and resourcefulness.
- Effective communication skills, both verbal and written.
- Strong documentation abilities.
- Experience with the full Office 365 suite.
- Prior experience with Zoom and Microsoft Teams conferencing.
- Experience with common ticketing systems, like Jira or ServiceNow, with SLAs and KPIs tied to them.
- Local to the US LOCATION, with the ability to travel at short notice when required.
- Able to prioritize based on impact and urgency.
Desirable
- Experience with asset management tools and processes.
- Experience with directly supporting executives (Senior VP levels and higher).
- Wi-Fi and LAN troubleshooting.
- Experience with ISO audit preparation and remediation.
- Experience collaborating with different departments.
- Experience working with 3rd party vendors for support.
All other related and/or additional responsibilities that may be required or assigned.
It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.
EQUAL OPPORTUNITY EMPLOYER
SOLERA HOLDINGS, INC., AND ITS US SUBSIDIARIES (TOGETHER, SOLERA) IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. THE FIRM'S POLICY IS NOT TO DISCRIMINATE AGAINST ANY APPLICANT OR EMPLOYEE BASED ON RACE, COLOR, RELIGION, NATIONAL ORIGIN, GENDER, AGE, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, MARITAL STATUS, MENTAL OR PHYSICAL DISABILITY, AND GENETIC INFORMATION, OR ANY OTHER BASIS PROTECTED BY APPLICABLE LAW. THE FIRM ALSO PROHIBITS HARASSMENT OF APPLICANTS OR EMPLOYEES BASED ON ANY OF THESE PROTECTED CATEGORIES.
Top Skills
What We Do
Solera is a leading global provider of integrated vehicle lifecycle and fleet management software-as-a-service, data, and services. Through four lines of business – vehicle claims, vehicle repairs, vehicle solutions and fleet solutions – Solera is home to many leading brands in the vehicle lifecycle ecosystem, including Identifix, Audatex, DealerSocket, Omnitracs, eDriving/Mentor, Explore, CAP HPI, Autodata, and others. Solera empowers its customers to succeed in the digital age by providing them with a “one-stop shop” solution that streamlines operations, offers data-driven analytics, and enhances customer engagement, which Solera believes helps customers drive sales, promote customer retention, and improve profit margins. Solera serves over 300,000 global customers and partners in 100+ countries. For more information, visit www.solera.com.
