Allegheny Technologies

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ATI is seeking an End User Experience Manager to join the Enterprise End User Services Digital Technology (DT) team. This role will be located in Brackenridge, PA and will require minimal travel to support our Specialty Rolled Products (SRP) business unit.

Reporting to the Sr. Director, DT End User Services, the End User Experience Manager is a member of our Digital Technology Shared Services organization. The primary responsibility of this position is to lead a local team supporting the SRP business unit. This includes all aspects of user and infrastructure support including deskside, mobility, telecommunications, and collaboration technologies. This is a player-coach role that will require hands on activity as well as collaboration with our enterprise EUX team.

A successful candidate for this position is an outgoing and experienced problem solver, influencer, collaborator, and communicator who can navigate and successfully deliver against initial change resistance; and is able to provide proactive support to regional managers and individual contributors located within a geographically disperse global manufacturing environment. A “consultative” mindset with an eye on continuous improvement will be key.

The candidate will also be required to provide leadership and mentorship (a player/coach model) to SRP-based EUX team members (up to 3) and serve as primary point of contact to the Sr. Director. In this role, the candidate will be called upon to provide feedback and performance review information on team members supporting SRP EUX.

You will partner remotely with other Infrastructure End User Services professionals, as well as Infrastructure operations ensuring smooth transition and execution of work, technology adoption and a world class user experience. A dotted-line relationship with the infrastructure team, along with input from the SRP DT Director, will guide and direct prioritization of work.

As an internal service provider to the rest of our Digital, IT, and OT functions, you must be a team player and focused on the overall success of ATI’s digital transformation and business strategies. A passion for customer service and experience working in support of executive level customers is critical.

Responsibilities:

• Serve as “first point of contact” for all DT related matters with SRP leadership team.
• Provide first and second line support via various channels (MS Teams, email, in-person, chat, ticket queues, etc.) for the international offices and for Enterprise when available.
• Manage, interact, and coordinate with 3rd party vendors who may come on-site to service DT Infrastructure owned assets such as servers, phone systems, security cameras, badge systems or low-voltage electrical (network copper/fiber)
• Understand and utilize help desk software (ServiceNow) to manage and prioritize work activity.
• Execute IT Service Management (ITSM) principles and best practices, as guided by management.
• Provide input to the development of Policies and Procedures driving standards and monitoring adherence across the corporation.
• Work closely with the End User Experience team to accelerate the adoption of modern workplace technologies and improve the user experience while maintaining world class support, processes, and standards.
• Help define continuing evolution of end user experience technologies and support to meet the changing business needs of the enterprise.
• Frequently deals with IT vendors and suppliers, cloud services, and outsourcing agencies to enable and deliver the digital strategy.
• Maintains relationships with all other external stakeholders.
• Stays informed regarding the latest IT sector happenings and industry best practices.