1. Primary Function

• Why does the job exist

• What is the essence of the role

The incumbent is directly responsible on support and Business As Usual (BAU) of IT Workplace and Infrastructure (IWPS) functions for Kellogg Japan entity. 

This includes providing daily IT support, creating plans, and implementing system solutions required at a Business Unit level, participating in the implementation of the IT solution, establishing strategies to support Japan business goals, and implementing various business and infrastructure IT service components in line with regional and global IT roadmap. This incorporates the following functions:

• This position will play a critical role, as a member of IT and working with the business to align IT efforts to business objectives.

• The incumbent will require to interface with executive level internal and external service providers to ensure that appropriate solutions are developed and provided for the business.

• There will also be a key role in collaborating with suppliers and vendors to establish services and service level agreements and initiating the negotiation of contracts.

• The incumbent will require extensive knowledge of Microsoft 365 suite to provide ongoing training and upskilling to the organization on Microsoft tools like Teams, SharePoint Online, OneNote and Planner.

2.  Working Relationships:

• Reports to whom

• Supervises whom

• Peer Relationships

• Technical Leadership

• Reports To: IT Director - Japan

• Supervises: up to 2 Service Contractors

• Peer Relationships: IT members in region/other BUs and Global IT Teams

3. Dimensions:

• Scope

• Number of Countries: 1

• Number of Users:       200+ users within Japan and international visitors

• Number of Locations: 3

4)   Principal Duties &        

      Responsibilities

• Include all essential job functions

• Leading and work together with a team of 3rd party service contractors on site; Provide day to day IT support and resolution services to users for technical assistance and support; troubleshoot PC operations which will enable end-users to operate daily business efficiently. 

• Be Accountable, manages and owns all IT asset management, inventory and financials related to the IWPS domain

• The incumbent should possess an excellent understanding of service desk procedures as well as an understanding of desktop software, hardware, and communications.

• Action critical controls: User account management in windows based Active Directory and Azure systems

• Responsible for service requests logging, the prioritization and escalation of all services related Service Desk calls within Kellogg Japan

• Works closely with all levels of function leaders to communicate and resolve systems issues in each functional area

• Proactively manage and/or participate in various IT-related projects

• Perform periodic system & inventory assessment for management reporting and quickly communicate issues and recommendations when necessary

• Understand operational capabilities of team and partners to ensure all agreed operational KPIs relative to Incident, Change, Asset Management etc. are followed and continually improved.

• Oversee the end-to-end delivery of infrastructure projects, ensuring they are completed on time, within scope and budget while maintaining high standards of quality.   

• Complete action plans for their recommendations in a timely manner

• Trouble and recover the issues of network, firewall, servers, and security

• Possess a detailed understanding of business processes and procedures and how Information Technology is supporting the business within functional business units

• Make sure all IT related work is done in compliance with company’s policy.

• Maintain Local IT Policies, Procedures Manual, IT Operational Procedures, System Risk Assessment, and IT DR plan.

• Implement & monitor access control approved by Data Security.

• Recommend hardware/ software/ services expenditures and evaluate IT vendors’ service provided.

• Maintain contracts/ documents with IT service vendors.

• Manage compliance with agreed IT support processes and standards and escalates issues regarding non-compliance to the Regional IT Infrastructure Team.

• Works as part of project team to deliver infrastructure elements of projects as directed by the Project Manager and / or the Regional IT Infrastructure Team.

• Leads any local infrastructure upgrade projects with support and guidance from regional IT Infrastructure Managers. 

• Ability to work independently and thrive in a fast-paced, deadline-driven environment.

• Exceptional verbal and written communication skills including technical documentation skills

• Deliver training programs for end users on the Microsoft platform, including Office 365, Windows, and other relevant technologies.

• Develop training materials, documentation, and resources to facilitate end-user education and adoption.

5)   Work Environment

• Describe the working conditions related to the job including physical requirements, equipment used, time constraints, public contact, etc.

Work is performed in typical office environment including normal work activities.

• It is expected that the incumbent will travel both domestically and internationally where appropriate to attend meetings and work on other Kellogg ongoing projects.  The incumbent is expected to be contactable / work outside of normal working hours for matters that need immediate attention.

• This position requires regular attendance and punctuality in accordance with Company policies.  Additionally, the ability to interact well with other employees and work after hours, as necessary, is required. 

• Beyond office, some work activities will be expected on the shopfloor, warehouses and/or SCM related facilities (3PL sites) as when required

6)  Education &       

     Experience

List the minimum amount of education and/or experience required to perform the job.  Be specific in terms of the type of experience required.

• Bachelor’s degree in an appropriate discipline (preferably Computer Sciences, MIS or Information System) with at least 3 years of IT infrastructure/End user support experience. CPG Industry is a plus but not a must.

• Significant computer literacy including understanding of information services related technologies and ITIL lifecycle. 

• Possess broad knowledge of business principles and must be able to apply them to technological solutions and business situations.

• Strong leadership skills and ownership mindset to be able to manage multiple projects and tasks concurrently and ensure the result delivered on time and on budget.

• Solid interpersonal skills, communication skills, problem solving, planning, analytical skills and project management skills.

• Able to communicate effectively in Japanese, English (both oral and written) and other languages will be an advantage.

• Possess grounding in Kellogg’s Values and Kellogg Business Leader Model.

• Base Technical Skill:

• Windows 10 & 11 OS

• VMWare and Server Infrastructure

• Microsoft 365 suite

• Hybrid Backup Recovery and EDR Technologies

• Networking (LAN, Wireless, SDWAN)

• Microsoft Enterprise and collaboration tools such as Teams & SharePoint Online

• Android OS based Scan Gun Technology

• Microsoft Teams Meeting Room Solution

Desirable:

• Cisco CCNA and corresponding Microsoft Client & Server certificates.

• Experience on Microsoft Intune and Service Now logging system.

• Possess past work experience in both office and manufacturing environment

• Service oriented attitude and act within IT policy principle.