Regional Technology Partner

Position Title: Regional Technology Partner
Position Type: Regular - Full-Time
Position Location: Othello
Requisition ID: 34004
At McCain, our Digital Technology team is dedicated to leveraging technology and data to drive profitable growth, enhance customer experience, and further our purpose of 'Celebrating real connections through delicious, planet-friendly food.' We have embarked on an ambitious digital transformation journey that spans our entire business, from Agriculture to Manufacturing, all with a focus on deepening our customer obsession.
As part of this transformation, we are making substantial investments in digital platforms, technology advancements, and fostering a data-driven culture. Our goal is to develop digital products that serve our customers, suppliers/growers, and McCain team members, enabling digital processes and data-driven automation. Through these investments, we aim to transform McCain into a company that empowers its teams with intuitive systems designed to enhance collaboration, productivity, and informed decision-making.
Are you ready to be part of this exciting journey? Join us and help shape the future of McCain through innovative technology solutions.
Leadership Principles.
Our principles, each with related practices, guide our actions across the organization. Together, they address how McCain interacts with our customers and employees, and how we work as individuals and collectively to find success. While each role adheres to the Leadership Principles, individual roles may focus more on a specific principle or principles.
We are customer obsessed. Customers are our starting point. By understanding their needs and leveraging data and consumer insights, we drive mutual success.
We think big and plan ahead. Through ambition, curiosity, and smart risks, we can accomplish goals, refine processes, and innovate to scale success.
We bring out the best in our people. We create safe spaces for our people so that trust and empowerment come naturally. Inclusion is about listening first, showing humility, and working together.
We act like owners. Together, we clear obstacles and do the work that makes us all successful and proud to be part of McCain.
JOB PURPOSE:
Reporting to the Regional IT Services Manager, this position is one of the most highly visible 'faces' of Digital Technology to our local internal clients requiring outstanding customer service skills.
As a member of the Digital Technology team you would be responsible for engaging all levels of internal customers within the Region's plants and offices as well as global teams, to identify issues, problems and opportunities with globally provided technology solutions.
JOB RESPONSIBILITIES:

• Ensure that local business contacts are aware of all global technology services, their benefits and availability within the sites for which they are responsible.
• Acts as a subject matter expert in local IT systems with a thorough knowledge of both Plant and Office systems.
• Acts in a mentoring and training capacity for other team members within their local region.
• Ensures that local IT infrastructure is physically secure, reliable, operational and meets current global IT standards, exceptions to be reported to the local Regional IT Services Manager.
• Acts as a conduit between IT and the local business and is often required to communicate complex IT systems and issues to senior business leaders in an understandable and professional manner.
• Actively listen to business leaders and use their knowledge of the business and IT trends to help examine the environment in which the IT systems operate, to identify possible system or process improvements.
• Supports and ensures business compliance to McCain IS policies and standards. Reports/Escalates exceptions to the Regional IT Services Manager and appropriate global teams.
• Liaises with local and regional engineering teams, and local plant managers on projects which have an IT requirement on an as required basis and report this information back to the local Regional IT Services Manager.
• Under supervision of the Regional IT Services Manager (or designate) engage all levels of local internal customers within the plants and offices, to support the resolution of issues, identify problems and opportunities with existing and potential technology solutions.
• Technology solutions include but are not limited to:
• Office productivity software (Microsoft 365)
• Server and printing hardware
• IT closets, network switches, routers, and structured cabling
• Warehouse management devices and infrastructure
• Unified communications including IP telephony.
• Video and Web Conferencing
• Mobile phones, tablets, workstations, laptops
• Working with local business stakeholders and global technical resources, coordinate onsite installation of new and upgraded IT equipment Perform requested local onsite tasks to aid global teams in the troubleshooting and remediation of local issues.
• Responsible for ensuring that local business customers are aware of all Global Technology Services, their benefits and availability within their respective sites.
• Drive adoption of all global technology services by providing information, training, and guidance to interna customers that may benefit by their use.
• Collaborate with local internal customers, other team members, and Global IT resources using tools like COC Jabber, MS Outlook email, WebEx, Telepresence, Remedy, and Active Directory
• Monitor local system backups, perform restoration of data, perform mobile phone account administration (add/modify/delete), raise purchase requests, obtain quotes, receive orders.
• Conduct software testing and installation is support of application packaging and deployment. This includes providing feedback and suggestion to Global IT teams that would improve operational efficiency, customer adoption and satisfaction.
• Provide on the job training and mentoring to Support Technicians on standard work processes, troubleshooting tools, incident management system, network environment, and any other IT requirement as determined by the local Regional IT Manager.
• Liaise with local contractors to ensure quotes meet requirements. In some cases, this would include being the primary business and operational contact evaluating and purchasing these services as well as reporting and escalating service issues.
• Liaise with local and regional engineering teams and other key business stakeholders and use your influence to achieve global IT strategic goals this your regional.
• Adhere to all approved IT Service Management practices for Incident Management, Problem Management and Change Management using the ITSM tools for assigning tickets, following up on tickets and providing timely resolution.
• Ensure standard McCain PC image deployments are applied to local assets. This would also include identifying and potentially remediating cybersecurity risk and incident.
• Ensure that appropriate documentation exist and is current for common IT task. May be required to create new documentation using global templates and/or update existing documentation for installation of software.
• Engage local internal customers to clarify technology requirements and help ensure appropriate solutions.
• Escalate issues with manager and/or global technology teams while clarifying details and business impact for timely resolution.
• Pro-actively monitor work queues to ensure all local incidents and work orders assigned to you are completed within SLA targets.
• Monitor the effectiveness of local information systems, adequacy of systems performance, integrity and security of systems and identify repeat incidents and problems. Report this information to the local Regional IT Manager.

KEY QUALIFICATION & EXPERIENCES:

• Mandatory University Degree in a relevant IT discipline or equivalent professional qualification
• Minimum 6 years in similar role
• 3+ years working in both office and factory environments.
• 3+ years working within a distributed support environment.
• 1+ year experience in supporting Microsoft Office 365
• Fluent in using IT Service Management systems such as BMC Remedy
• High level understanding of Windows Desktop operating system such as Windows 7 and Windows 10. Experience with Microsoft Active Directory, Windows Server, Office 365, Malware prevention & PC Security
• Solid working and diagnostic knowledge of networking principles such as TCP/IP, DHCP, DNS, NetBIOS, etc., working knowledge of routers, switches, WLANs, and IP telephony
• Proven experience in building relationships with senior stakeholders
• Proven ability to influence business stakeholders at all levels to achieve required IT outcomes.
• Demonstrated experience in identifying IT system and process improvement opportunities.
• Experience in supporting plant/manufacturing environments.
• Innovative thinking and analysis influence a more productive environment for our customers.
• Effective time management and organizational skills
• Possess the ability to remain calm under stress and time pressures.
• The ability to keep up to date with new technology trends.

Desired Skills

• Mandatory industry certifications (Microsoft)
• Preferred ITIL Certification
• Preferred formal training qualifications (e.g. Train the Trainer)
• Working relationships/key contacts:

• Internal

• Regional IT Services Manager - provide regional support, collaboration.
• Business clients (all levels) - provide on-site support, coordination activities, information, education, escalation and work collaboratively. Often includes providing 'white glove' IT support to senior executives.
• Engineering, Electrical and Instrumentation - provide on-site support, coordination activities, information, education, escalation and work collaboratively on plant sponsored projects.
• Workplace Services Analysts - implement global PC and mobile device standards and provide feedback to WPS team on suggestions for improving services.
• Network Services / UC Services - facilitate new and upgraded CISCO equipment installation with business stakeholders.
• In-country IT (Business Analysts) - help on projects, remote/site support; confirm completion, provide status updates.

• External

• Vendors - provide guidance, information, confirmation, and status updates on issues. In some cases, negotiate service contracts with local Audio-Visual and ICT providers.

OTHER INFORMATION

• Key internal relationships: VP CENTRE OF EXPERTISE, Regional HR Teams, Global Leadership Team, Corporate Communications
• Key external relationships: External vendors
• Travel: as required
• Job is primarily performed in a standard office environment

The above information indicates the general nature and level of work performed by employees within this classification. It is not a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
Compensation Package : $69,700.00 - $93,000.00 USD annually + bonus eligibility
The above reflects the target compensation range for the position at the time of posting. Hiring compensation will be determined based on experience, skill set, education/training, and other organizational needs.
Benefits : At McCain, we're on a mission to create a winning culture that puts employee safety and wellbeing at the heart of what we do, every day. We understand and appreciate that each person's needs are unique and ensure our benefits & wellbeing programs reflect that. Employees are eligible for the following benefits: health coverage (medical, dental, vision, prescription drug), retirement savings benefits, and leave support including medical, family and bereavement. Wellbeing programs include vacation and holidays, company-supported volunteering time, and mental health resources. Coverages are aligned to country, provincial and state governing plans and can vary by work level, location and nature of the role. Additional benefit details available during the application process.
Your well-being matters to us, and we're here to provide you with the necessary resources to support you in being your best self at work - and at home.
McCain Foods is an equal opportunity employer. We see value in ensuring we have a diverse, antiracist, inclusive, merit-based, and equitable workplace. As a global family-owned company we are proud to reflect the diverse communities around the world in which we live and work. We recognize that diversity drives our creativity, resilience, and success and makes our business stronger.
McCain is an accessible employer. If you require an accommodation throughout the recruitment process (including alternate formats of materials or accessible meeting rooms), please let us know and we will work with you to meet your needs.
Your privacy is important to us. By submitting personal data or information to us, you agree this will be handled in accordance with the Global Privacy Policy
Job Family: Information Technology
Division: Global Digital Technology
Department: US Regional Service Delivery
Location(s): US - United States of America : Washington : Othello
Company: McCain Foods USA, Inc.