Senior Technical Analyst
Ann Arbor, MI
Technology Shared Services – Enterprise Technology /
Employee /
Hybrid
Woven by Toyota is enabling Toyota’s once-in-a-century transformation into a mobility company. Inspired by a legacy of innovating for the benefit of others, our mission is to challenge the current state of mobility through human-centric innovation — expanding what “mobility” means and how it serves society.
Our work centers on four pillars: AD/ADAS, our autonomous driving and advanced driver assist technologies; Arene, our software development platform for software-defined vehicles; Woven City, a test course for mobility; and Cloud & AI, the digital infrastructure powering our collaborative foundation. Business-critical functions empower these teams to execute, and together, we’re working toward one bold goal: a world with zero accidents and enhanced well-being for all.
TEAM
The EnTec Operations Support team is responsible for enabling Technology for our Corporate Employees and Contractors. We also take a minor engineering role in the implementation of technical improvements and the hand-off from Enterprise Engineering applications and other technologies in our Woven by Toyota environment. We are highly driven to provide Customer Satisfaction, reduce productivity drains across the organization, and bridge the technology gap as an advocate for our Employees.
WHO ARE WE LOOKING FOR?
EnTec Operations bridges the technology gap between our employees and full engineering teams within Woven. As such, we are looking for a successful candidate that can work across Meidum Server Configs, SaaS tools (like Jira, Git, Jama, etc) and End User Tools/Management (like JamF, InTune, Puppet) to successfully support our end-users and relieve our full engineering teams of support tasks.
Customer Service, Satisfaction, and Empathy to understand the issue being reported by our End Users is one of our highest measured standards; we are looking for someone who can drive technical solutions that delight our end users.
RESPONSIBILITIES
- Split time between Day-to-Day Operations 80% and Projects 20% as needed. Day-to-day tickets will be routed through ServiceNow and appropriately measured at the individual level for SLA.
- This could range from new hire setups to technical questions related to MacOS, Ubuntu, Windows or any of the multitude of engineering tools used by software developers.
- An ability to communicate effectively and confidently with our end-users to guide them through resolution or debugging where their access or connectivity issue is occurring.
- Acting as our front line for the Network and Security teams as well and a firm understanding of these interactions/limitations when troubleshooting.
- Escalation to tier3 teams and working as a think-tank with our tier3 engineers when issues arise. 20% Project time will vary but will include mapping and documenting processes, procedures, improvements. Tracking will be done via Jira in an Agile environment. Improvements with our CyberSecurity teams, HR Teams, End User Engineering, AD/ADAS, and our Vehicle Data Operations team are frequently top list items that are split among the team to work on and improve.
- Each Project should map back to a Department or Function OKR that drives improvements on behalf of EnTec.
MINIMUM QUALIFICATIONS
- Must have experience with Enterprise Ticketing/Tracking systems (ServiceNow Preferred).Windows, Ubuntu, MacOS expert level understanding and ability to troubleshoot/resolve, and or follow a work instruction written for each of these systems.
- Linux/Ubuntu expert-level understanding and how the system functions affects performance. Framework knowledge of management systems (like Puppet) and the ability to interface with these systems.
- 5+ years of providing support and engineering. Written, In-Person Conversation, and Verbal skills are an absolute must to succeed.
WHAT WE OFFER
We are committed to creating a modern work environment that supports our employees and their loved ones. We offer many options of the best programs to allow you to do your most meaningful work and to help you shape the future of mobility.
・Excellent health, wellness, dental and vision coverage
・A rewarding 401k program
・Flexible vacation policy
・Family planning and care benefits
Our Commitment
・We are an equal opportunity employer and value diversity.
・Any information we receive from you will be used only in the hiring and onboarding process. Please see our privacy notice for more details.
