International Paper IT Business Specialist III, Mfg. Solution Delivery in MEMPHIS, Tennessee

What if you were given the opportunity and responsibility to make a difference? It is time to embrace your Infinite Possibilities. This is your opportunity to be part of International Paper, a Fortune 500 company and global leader in paper and packaging products. IP is known for our commitment to the environment and to cutting-edge technology. We have spent more than 100 years creating new ideas, and we are looking for people who can collaborate to help us build on our history, while creating future success. We are committed to attracting, preparing, promoting and supporting our teams. At International Paper, you control your destiny. We offer benefits, challenges, global opportunities and total rewards. When we say Infinite Possibilities, we mean it.

PURPOSE:

The Packaging Systems Manufacturing (MFG) Solution Delivery IT Business Specialist III formulates and defines systems, scope and objectives based on both the business requirements and a thorough understanding of the MFG Enterprise Resource Planning (ERP) system. They will serve as the SME in complex business applications/systems/specific technology.

This position will interact with end users, BIMs, PIMs, ITSS and enterprise wide technical resources. The ideal candidate needs a moderate degree of technical knowledge, and should be capable of supporting ERP tools and modules in a complex environment. The ideal candidate must be versed in the “language” of the business and understand how information flows through business processes, its inter-relationships, and how it should be organized and stored for effective user consumption. The ideal candidate should have Business process redesign and integration skills. Experience and knowledge of ERP applications and supporting technologies as well as the ability to work among a team of professionals taking tasks to successful completion.

Key Customers: This position has influence on delivering and sustaining strategic, project solutions and information-enabled systems, which are essential to the Packaging business. The ideal candidate is a technical liaison for Packaging Systems to end users, BIMs, PIMs, ITSS and enterprise wide technical resources for strategic ERP applications.

KEY ACCOUNTABILITIES:

  • As needed, provide IT incident resolution and management services to Mfg support personnel for level 2 and 3 Mfg application issues maintaining a high level of customer satisfaction. This can occur after hours, on-week-ends, and on holidays for Priority 1 & 2 tickets that impact production and need immediate assistance from the support on call rotation.

  • Under direct supervision, works on low to medium complexity discretionary work. Perform basic fixes and data maintenance. May be responsible for testing, installing, modifying and/or maintaining application interfaces, reports etc.

  • Under direct supervision, install/ update application third-party software to multiple systems / platforms. Provides assistance to enterprise efforts that affect ERP technology, such as archiving, Business Continuity, etc.

  • Interacts with Packaging clients, consultants, developers and end users to review, interpret business and functional requirements as directed. Assists with the development of technical specifications and work estimates to meet defined business requirements. As directed, performs tasks in awareness and compliance of enterprise-managed processes to achieve on-target development and sustain activities per published plans.

  • Assists in updating the content of various areas of application and process documentation. These areas include, but are not limited to, Ask IT articles, Change Management, Knowledge base, SharePoint, internal training and process documentation. Participates in activities of other ITSS groups, such as Unix Services, IRM, SDD, Connectivity, BI, etc. as directed.

  • Trains to become an ERP technical knowledge expert within the company. Must have (and maintain) expertise in current and future Packaging technology based tools and products. Participates, and at times coordinates, knowledge transition training sessions as needed.

  • Under direct supervision, the ABS III must help create and implement IT solutions that can adapt to changing business requirements while remaining technologically viable (reliable, sustainable, high performance) as a coherent part of the growing IP application portfolio. In addition, the expansion of ERP systems throughout our North American operations will provide significant technology challenges (from networking latency to application specific configuration) the ABS III must consider.

KEY CHALLENGES:

The external environment, including technology, competition, markets:

  • Remaining abreast of the latest technology development and trends in the areas supported

  • Keeping current on business analyst practices, project management techniques as well as other IT tools utilized to deliver products and services

  • Technology in the ERP (Packaging Industry) area is changing at a rapid pace. Support processes, procedures and alternatives associated with MFG ERP systems for example, evolve with each new release.

  • Increasing complexity is impacting the scope of work performed by this position

  • Help implement and sustain IT solutions that can adapt to changing business requirements while remaining technologically viable (reliable, sustainable, high performance).

  • The expansion of MFG ERP to our global operating locations will provide significant technology challenges (networking latency, language, application and country specific configuration, etc.) that the ideal candidate must consider

The internal environment, including interaction with others, (both inside and outside the company) policies/practices:

  • Supporting teams/projects/discretionary efforts without direct reporting relationships

  • Understanding enterprise-wide implications of the work being proposed/performed

  • Contributing to overall team success so that the Packaging Systems team is viewed as a valuable partner in decisions that may be impacted by technology

  • Strong technical skills, good communication (verbal, written) skills to effectively interact with IT and business partners

  • Technical and business knowledge is essential for supporting various applications (i.e. Kiwi, Amtech) solutions to serve as Packaging Systems SME to BIMs, PIMs and ITSS groups

The scope of the technology supported at IP is challenging for this role:

  • Working with enterprise wide stakeholders and building knowledge in order to deliver specific discretionary initiatives

  • Responsible for ensuring projects/work streams are delivered on-time and within budget

  • Serving in multiple roles on a project/enhancement

  • Managing/working to support multiple initiatives and requests

  • Familiar with manufacturing and supply chain best practices

The work itself, e.g., problems, opportunities, change:

  • Responsible for ensuring discretionary work is delivered on-time and within budget

  • Serving in multiple roles on a project/enhancement

  • Managing/working to support multiple opportunities

  • Dealing with ambiguity and prioritizing initiatives and requests

  • Supports multiple moderately to highly complex business processes

  • Strong customer focus and ability to understand business processes and information needs

SCOPE:

The Position is often called on to assist with completing multiple projects and discretionary work efforts in an environment of ever-shifting mix of priorities. The ideal candidate must focus on the highest priority tasks and complete them as assigned.

KNOWLEDGE AND EXPERIENCE:

The ideal candidate has 3+ years of technical support and/or business end user experience within the Packaging or similar industry and/or related IT support environment. Experience with the Kiwi and Amtech application is preferred but not required. The successful candidate will have the capability to operate with a strategic enterprise view and will have the ability to work productively within a group of professionals. The ability to define, design and take tasks to a successful completion is also key to success. The candidate should also have a solid understanding of IP products, culture, vision and a functional understanding of operational IT processes.

The candidate should have a 4-year degree, preferably in Management Information Systems, Computer Science or equivalent technical degree. Experience may be considered in lieu of education.

  • Required Skillset:

  • 3+ years working in Linux/Unix/ environments

  • 3+ years Manufacturing ERP experience (functional and/or technical)

  • Crystal Reports of low to medium complexity

  • Good working knowledge of MySQL or other database

  • Working knowledge of TFS or SVN

  • Additional development knowledge in Windows environment or other areas. (i.e. PowerShell, C#, XML,)

  • Must be comfortable working in an environment with 100+ installations

  • Familiarity with multiple IP businesses or IT groups preferred

  • Other Requirements:

  • Excellent troubleshooting skills of medium to high complexity

  • Strong self-management skills with the ability to work effectively with others

  • Strong customer focus and ability to understand business processes and information needs.

  • Competent in all aspects of the Application delivery lifecycle

  • Solid information technology skills; understands key concepts and critical success factors of information technology from applications to infrastructure

  • Ability to balance project goals with support efficiency and service level commitments

  • Effective communications, organizational, time management and problem solving skills.

  • Collaborative manner, with the ability to work closely with team members and IT leadership.

  • Bilingual Spanish a plus, but not required

COMPETENCIES:

  • Action Oriented

  • Dealing with Ambiguity

  • Drive for Results

  • Peer Relationships

International Paper is an Equal Opportunity Employer - Minorities/Females/Individuals with Disabilities/Veterans.

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