Description

Enterprise Account Manager - Strategic Account Services

Division: IT Operations Division, Information Technology Group

Location: Remote in Chicago, IL or Michigan City, IN area

Status: 6-month temporary position (eligible for extension)

The Company

Hitachi drives Social Innovation Business, creating a sustainable society through the use of data and technology. We solve customers' and society's challenges with Lumada solutions leveraging IT, OT (Operational Technology) and products. Hitachi operates under the business structure of “Digital Systems & Services” - supporting our customers’ digital transformation; “Green Energy & Mobility” - contributing to a decarbonized society through energy and railway systems, and “Connective Industries” - connecting products through digital technology to provide solutions in various industries. Driven by Digital, Green, and Innovation, we aim for growth through co-creation with our customers. The company’s consolidated revenues for fiscal year 2022 (ended March 31, 2023) totaled 10,881.1 billion yen, with 696 consolidated subsidiaries and approximately 320,000 employees worldwide. For more information on Hitachi, please visit the company's website at https://www.hitachi.com.

Summary:

Excellent opportunity for an experienced IT customer specialist to join Hitachi America, Ltd. Information Technology Service Management team. The ideal candidate will be initiative-taking, experienced, and responsible for driving superior customer service to ensure end user service is timely and accurate. Ensure compliance with customer contract and provide regular updates to customer and HAL management.

Knowledge/Skills/Abilities:

• Managing the customer support day-to-day functions and coordinating cross function team to resolve incidents raised by customers.

• Responding to escalated customer support incidents.

• Implementing customer support processes to enhance customer satisfaction.

• Ability to analyze data and present data in a meaningful manner.

• Develop and maintain processes, policies, standards, systems, and measurements that help the organization to proactively manage customer commitments.

• Formulating and revising customer support procedure and promote their implementation.

• Proven work experience with senior management and end users.

• Assessing support statistics and preparing detailed reports on the findings.

• Regularly review IT policies & procedures and enhance as required.

• Prepare statement of work for new and existing engagements with customers.

• Provide KPI/Metric information and standardized reporting on a scheduled basis together with unscheduled reporting demanded by management.

• Generate and distribute various reports, including compliance reports on current assets and CIs and their status; also perform trend analyses.

• Support internal and external audit requirements.

Qualifications and Experience:

• Possess bachelor's degree in information technology, computer science, or business administration, or in another related field.

• Minimum of 7 years of IT experience, preferable with IT consulting.

• Knowledge of IT software and hardware license, subscription management. Advanced knowledge of O365, including SharePoint, Exchange Online.

• Exceptional customer service skills with a problem-solving attitude

• Task-oriented and organized, experience managing a ticket queue and ability to prioritize.

• Five years or more ITSM tool experience, as well as BMC Helix experience.

• Strong knowledge of IT Service Management processes, as well as experience with Discovery tool.

• Strong ability to carry out assigned tasks independently with little supervision.

• Excellent communication (written and verbal communications) and interpersonal skills.

Our Values

We are proud to say we are an equal opportunity employer and welcome all applicants for employment without attention to any factor that doesn’t impact your ability to do the job, including race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We are proud of Japanese heritage, with our values expressed through the Hitachi Spirit:

Wa – Harmony, Trust, Respect

Makoto – Sincerity, Fairness, Honesty, Integrity

Kaitakusha-Seishin – Pioneering Spirit, Challenge

For California only (as required by California’s Pay Transparency for Pay Equity Act (SB 1162): The expected hourly rate for this position in our California office is $80 per hour. Pay is determined based on a variety of factors including, but not limited to, depth of experience in the practice area. Employees are eligible to participate in Hitachi America’s variable pay program, subject to the program’s conditions and restrictions.

Equal Opportunity Employer (EOE)-Females/Minorities/Protected Veterans/Individuals with Disabilities

If you need a reasonable accommodation to apply for a job at Hitachi, please send the nature of request and contact information to accommodation@hal.hitachi.com. Queries other than accommodation requests will not be responded to.