Technology Deployment Analyst (US)

With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people – we believe that when our people work with purpose, we will create a better business and a better world. 

At Unilever, your career will be a unique journey, grounded in our, collaborative, and flexible working environment. Our organizational ambition centers around creating workplaces that foster equity, diversity, inclusion and belonging across all aspects of our business. We don’t believe in the ‘one size fits all’ approach and instead we will equip you with the tools you need to shape your own future.

Purpose of Role

The purpose of the Technology Deployment Analyst (US) is to successfully enable the delivery of technical foundational products and services locally within the North America region. The Local Deployment Analyst will support the Local Deployment Lead and Manager to ensure the products and/or services provided exceed the expectations of the customer and you will act as the go-to-person to provide hands on technical expertise, support and escalation when needed.

Main Areas of Responsibility

Relationship Management:

• Maintain strong relationships with the Technical Teams and the Chief Digital Information Officer (CDIO) Business Unit engagement teams within North America, acting as a primary point of contact within the region for IT service-related deployment and support.
• Understand the customer needs, expectations and objectives to ensure that service deployment and delivery aligns with expected outcomes.

Service Delivery Planning:

• Have working knowledge of the technology solution strategies and align delivery plans between product and Business users.
• Drive local execution and support the roll-out of these Product deployments.
• Establish a robust service delivery and support model, driven by aligned service level agreements between product and business users

Cross-Functional Collaboration:

• Work closely with the Manager and Lead alongside Product and Engineering Teams to support and ensure a seamless and coordinated delivery process.
• Work closely with business and foundation product teams (ie. OneSAP) to manage and deliver capability enhancement requests to support new business demands and models.

Issue Resolution and Escalation:

• Provide support to end users and customers utilising our technology and products.
• Address and resolve issues promptly, collaborating with teams to identify root causes and implement corrective actions.  Manage problem incidents with appropriate teams to eliminate reoccurring issues.
• Escalate critical issues to the Local Deployment Lead and/or Manager, Technical Teams or relevant Stakeholders as needed, providing clear communication and proposed solutions.

Risk Management:

• Identify and assess potential risks to service delivery timelines and quality.

Customer Satisfaction:

• Monitor customer satisfaction in alignment with Product and Technology Teams to ensure customer needs and expectations are maintained.
• Establish monthly service performance reviews with CDIO and business teams for proper measurement and tracking for service continuity and resiliency.

Experience & Qualifications

Required:

• Strong functional IT knowledge, preferably within a FMCG organisation.
• Region specific knowledge surrounding the deployment and operation of IT services.
• Strong customer service, interpersonal and communication skills.

Desirable:

• Relevant certifications such as PMP (Project Management Professional), ITIL (Information Technology Infrastructure Library) or other technical certifications.

Skills & Leadership Behaviours

Skills:

• Digital expertise associated with core foundational technologies and tools (ie. Productivity tools, network services, device management, SAP application, etc.)
• Problem Solving and execution excellence
• Strong stakeholder management and Collaboration skills
• Change Management
• Working knowledge of IT Service Management
• Strong User Experience and customer service mindset
• Risk Management

Leadership

• You are energized by delivering fantastic results. You are an example to others – both your results and your resilience.
• You are a Change Agent constantly on the lookout for better ways to do things, engaging and collaborating with others along the way.
• You are a self-starter.  As an individual you are responsible for your own wellbeing and delivering high standards of work.
• You have a best-in-class customer service mindset.  You focus on the Consumer and what they need.
• You have curiosity and a drive for continuous learning, looking around to interpret evidence and data smartly, spot issues and opportunities to make things better.

• Critical SOL (Standards of Leadership) Behaviors
  • PASSION FOR HIGH PERFORMANCE: Takes personal responsibility and accountability for execution and results. Has an owner’s mindset, using data and insight to make decisions.
  • PERSONAL MASTERY: Sets high standards for themselves. Actively builds own wellbeing and resilience.
  • CONSUMER LOVE: Whatever their role, always looks for better ways to serve consumers. Invests time inside and outside to understand the needs of consumers.
  • PURPOSE & SERVICE: Has humility, understanding that leadership is service to others, inside and outside Unilever.
  • AGILITY: Explores the world around them, continually learning and developing their skills.

Pay: The pay range for this position is $84,400 to $126,600. Unilever takes into consideration a wide range of factors that are utilized in making compensation decisions including, but not limited to, skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs.

Bonus: This position is bonus eligible.

Long-Term Incentive (LTI): This position is LTI eligible.

Benefits: Unilever employees are eligible to participate in our benefits plan. Should the employee choose to participate, they can choose from a range of benefits to include, but is not limited to, health insurance (including prescription drug, dental, and vision coverage), retirement savings benefits, life insurance and disability benefits, parental leave, sick leave, paid vacation and holidays, as well as access to numerous voluntary benefits. Any coverages for health insurance and retirement benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.

------------------------------------

Unilever is an organization committed to diversity and inclusion to drive our business results and create a better future every day for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or any other characteristic protected by local, state, or federal law and will not be discriminated against on the basis of disability. 

For more information about your Federal rights, please see Know Your Rights: Workplace Discrimination is Illegal and Pay Transparency Non discrimination Provision.

Employment is subject to verification of pre-screening tests, which may include drug screening, background check, credit check and DMV check.

If you are an individual with a disability in need of assistance at any time during our recruitment process, please contact us at [email protected]. Please note: This email is reserved for individuals with disabilities in need of assistance and is not a means of inquiry about positions or application statuses. The Protected Veterans or Individuals with Disabilities AAP narratives are available for inspection by any employee or applicant for employment Monday through Friday during normal business hours at establishment.