Operations IT Business Process Specialist

Dow Thailand Group is looking for an Operations IT Business Process Specialist, based in Map Ta Phut, Rayong. You will be a part of the Manufacturing & Engineering(M&E) IT organization within Operations IT/OT Run & Maintain. The M&E IT organization, which is comprised of architecture, domain and business process team members, facilitates collaboration between functions/disciplines and experts in the application of information technology (IT) within an Operations context. The basis of this collaboration is the shared objective of defining, delivering and supporting IT solutions providing optimal capability at minimal lifecycle cost. You will have conceptual knowledge of theories, techniques and methodology within the analytical technology discipline.

Your role will be under the Operations IT/OT Run & Maintain Level 3 Hardware support team, focusing on issue resolution that cannot be fixed from within the Level 2 corporate support function. You will focus on end user adoption and the expansion of using digital tools out in the field, while working closely with the site digital leader implementing their site digital roadmaps in the mobile rugged hardware discipline. You will rely on your own technical skills or with the help of hardware & application Subject Matter Experts (SMEs) to resolve issues and expand digital adoption for the site.

• Capable of support and managing adoption of mobile plant personnel in their utilization of digital tools of rugged smartphones, tablets and wearables out in the field.
• Required to visit people in the plants, understand their issues, know where devices are being kept for deployment, and help with adoption (i.e. training and or showcasing new capabilities).
• Knowledgeable of Dow’s enterprise support service, Service Now. Understand how to open, close and review tickets.
• Knowledgeable on how to locate knowledge-based articles for troubleshooting and escalation of applications and hardware within Service Now.
• Knowledgeable of triaging support tasks to appropriate groups (On Site Support (OSS) Level 3 and 4 support group, Subject Matter Experts (SMEs), etc.)
• Help in training Level 2 local support personnel on mobile rugged digital hardware.
• Work with business and site Manage Production Work Process Leaders, Functional Leaders and I/T Tool Subject Matter Experts (SME's) to implement and support applications and hardware.
• Participate in sites or business roundtable discussion focused on digital tools where applicable.
• Support workarounds and temporary fixes for known problems.
• Collect feedback from the plants on digital solutions.
• Suggests and provides value case for enhancements to better support the associated work processes and improve user productivity
• Participate in piloting applications and hardware.
• Provide site hardware metrics to site leaders on hardware usage, user adoption, and issue resolutions.
• Communicate with site leadership on overall digital strategy status and path forward for continuous improvement and value creation

• A minimum of a bachelor’s degree in computer engineering, Information technology or relevant field.
• A minimum of 2 years of relevant manufacturing and engineering experience.
• Thai native speaker and English as a second language.

Your skills, knowledge, and abilities include:

• High aptitude and working knowledge of computer hardware and software/applications, networking practices, and infrastructure.
• Problem solving and troubleshooting abilities to resolve issues quickly or to identify interim solutions until final resolution can be achieved.
• Ability to lead people and provide project management skills; must be able to quickly establish rapport, set expectations and provide environment to ensure effective escalation.
• Capable of effectively coaching, redirecting and escalating when progress is not being made or when the process is not being followed.
• Champions Change Management principles to ensure department application focal points and personnel are fully engaged in implementation and resolution of issues.
• Great communication skills - able to communicate effectively with people in all levels of the organization
• Must have detailed knowledge and understanding of manufacturing work processes and roles and be able to communicate effectively with end users to adequately provide support and ensure adoption
• Knowledgeable of EH&S Life Critical Standards, Hazard Classification requirements, etc. as it pertains to use of hardware and digital applications
• Strong understanding of Dow Software Programs (Microsoft Word, Excel, Teams, etc.)
• Comprehensive skillset to cover multiple technologies across M&E product hardware.
• Continuous Improvement Mindset
• Meeting Facilitation Skills

• Overtime
• Provident Fund
• Staff training and development
• Accommodation allowance (in other provinces)
• Marriage gift
• Ordination gift
• Work from home
• 5-day work week
• Social security
• Health insurance
• Accident Insurance
• Flexible working hours
• Ordination leave
• Funeral payment support
• Attendance bonus or other special compensation
• Performance/results-based bonus
• Annual bonus