Airbus is an international pioneer in the aerospace industry. We are a leader in designing, manufacturing and delivering aerospace products, services and solutions to customers on a global scale. We aim for a better-connected, safer and more prosperous world.

A commercial aircraft manufacturer, with Space and Defense as well as Helicopters Divisions, Airbus is the largest aeronautics and space company in Europe and a worldwide leader.

Airbus has built on its strong European heritage to become truly international with roughly 180 locations and 12,000 direct suppliers globally. The company has aircraft and helicopter final assembly lines across Asia, Europe and the Americas, and has achieved a more than six-fold order book increase since 2000.

Position Summary:

The goal of Digital Workplace is to make a significant and positive impact on the way Airbus employees work, collaborate and share information as well as providing a foundational step for the digital transformation of Airbus. This is achieved through the deployment and support of new tools and technologies enabling better cross functional collaboration, improved productivity, greater company integration, and improved transparency and more open and horizontal information exchange.

The DWP Industrial Specialist's role is to be an expert in wearable smart devices, IOT, and industrial computing devices; able to utilize existing infrastructure services or design the necessary infrastructure to integrate new products for business use. In addition, the role is expected to support level 1 & 2 teams to resolve relevant complex technical incidents and related suppliers supporting all Airbus group and divisional North America IM Roof sites including but not limited to Columbus, Dallas/Fort Worth, Sterling, Miami, Mirabel, Mobile, Atlanta, and Fort Erie offices.

Primary Responsibilities:

Connected Objects: 20%

• Assist in pilot testing of new smart products
• Identify infrastructure needs for new products
• Assist in resolving security issues for new products
• Contribute to products' infrastructure architecture design
• Take the relevant responsibility in executing required infrastructure change
• Responsible for creating technical support documentation
• Assist levels 1 & 2 support teams to resolve complex incidents
• Working with relevant IM teams to maintain a stable industrial environment for the NA Roof

Main activities - 65%

• Contributing to the Connected Objects' vision of taking innovation to production.
• Working with the team to identify infrastructure requirements for new hardware products.
• Help the team to understand security issues and impacts for new products; working with the relevant teams to resolve security issues.
• Contribute to technical discussions on deciding the production infrastructure changes required for new products.
• Be part of a Multi-Functional Team to execute the required infrastructure changes for the new product, including creating new algorithms or programming packages where necessary.
• Build technical support documentation and instructions for new products.
• Contribute to the service planning process by identifying the technical support requirements for the new products.
• Help resolve complex technical in service incidents and identify improvement opportunities.
• Deliver divisional, departmental and consolidated operational reporting and dashboards covering key KPI's and SLA's across contracts.
• Develop relationships with other IM service delivery managers and domain leaders to build a comprehensive knowledge base of articles across the full spectrum of IM services.
• Standardize support processes, procedures and escalation services across all Airbus North America divisions.
• Collaborate with airbus departments to drive process efficiency and improve workflow where IM delivers a portion of the service.
• Responsible for delivering the proper level of service according to agreed SLA established with the business function or specific division.
• Liaise with DW Industrial team in Europe to track, follow-up, and act as an point of contact for new products, services, and escalation.
• Work with all IM SRMs, PSL, Domain Leads, and Management to ensure smooth deployment of services and appropriate level of performance for end to end services.
• Regionalize Industrial account management services across North America to improve data accuracy.
• Manage the internal facing service catalog for services, updated annually, as services mature and change over time.

[Projects]: 15%

• Participate with ITSM tools and ITIL processes within North America and consolidate the existing platforms into a single platform
• Lead service transition/transformation activities
• Support service activities and prepare support teams for new service areas and to sunset older services no longer used.
• Integrate tooling and processes with EU counterparts and automate these when possible
• Provide and/or Lead project work packages to deliver the necessary service delivery guides, knowledge base articles, and user documentation as required for sustainable entry into service.

[Budget]: 10%

• Works with HO Digital Workplace to identify opportunities in the IM Master Plan
• Collaborates with divisional and group counterparts to understand device standards, usage, and provide input for annual budgeting.
• Works with HO Digital Workplace to identify and capture (operational and project) license cost elements in the IM AOP budget.
• Manages related budget performance in the Industrial product.

Additional Responsibilities:

Other duties as assigned: 10%

• Support for projects execution in the areas of platform upgrades, obsolescence, service migrations, and workplace activities for larger projects deployed and managed by other IM domains
• Collaborates with global Airbus IM support functions to develop and improve standards
• Ensures compliance with Airbus IM standards, network security standards & evolving cyber security requirements

Qualified Experience / Skills / Training:

Education:

• Degree in Information Technology or an equivalent combination of education and experience

Licensure/Certifications:

• ITIL Service Operations
• ITIL Service Transition is highly desirable

Experience:

• At least 5 years of experience in managing helpdesk services in a Global Context
• At least 5 years of ITIL service delivery experience in an IM support environment
• Understanding of Airbus IM standards, project and services methodologies and procedures is a plus
• Knowledge of IM supplier landscape in North America is a plus
• Experience with software ITSM solutions such as ServiceNow

Knowledge, Skills, Demonstrated Capabilities:

• Strong IT background with experience in integrating disruptive IT hardware within an enterprise architecture.
• Very good understanding of Microsoft HoloLens system configurations and enterprise applications.
• Good understanding of Mobile Device Management system's operation process and device integration processes.
• Effective communication skills with various levels of management and technical actors.
• Good level of programming skills ie C#, SQL, Powershell, etc.
• Good understanding of networking protocols (ie TCP/IP, PKI, VPN, firewall etc.)
• Good understanding of Windows systems administration including active directory, group policies, domain admin etc.
• Knowledge of Cloud, Big data and Analytics would be a benefit
• ITIL Foundation Cert Proffered.

Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages):

• Strong communication (oral and written), interpersonal, and facilitation skills
• Fluency in English is mandatory, German or French language skills are a plus

Travel Required: 5%

• Yes both Domestic & International.

Eligibility:

• None

Clearance:

• None

Decision Making, Complexity:

• Influences decisions on solutions, both services and products.
• Interface with local, national and international peers within the IM organization.
• May survey customers to evaluate service delivery quality and in an effort to improve or enhance services provided.

Behavioral Success Factors:

• Dynamic environment, working with multi-cultural teams and individuals.
• Able to work closely and effectively with all levels of business and IM management
• Recognizes, and focuses department on, high priority objectives. Holds people accountable for results.
• Inspires trust, demonstrates flexibility, encourages frequent open communications and welcomes feedback

Organizational information:

• This position reports to the HO Digital Workplace Airbus North America

Nature of Contacts:

• Involved communication on a regular basis with internal and external parties

Physical Requirements:

While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is

Frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, or crouch. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Airbus in America provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or genetics. In addition to federal law requirements, Airbus in America complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered.

Airbus in America expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Airbus's employees to perform their job duties may result in discipline up to and including discharge.