Information Technology Support Analyst
Pubblicato il 06-10-2026 - Dana in Emilia-Romagna
We're looking for a Field Support IT Analyst in Reggio Emilia.
About the Role
The Field Support IT Analyst is single point of "ownership" for customer issues and should/must:
Responsibilities
Work to provide local desktop and network support and act as a liaison among the stakeholders to understand the structure, policies, and operations of the organization, supplier, and customer, and to provide solutions that enable the organization to achieve its goals
Be aware of and execute the Dana support processes and effectively utilize those processes and people within it to solve the issues for customers, without creating major disruption within the organization.
Understands the priority and sensitivity of customer problems and assesses internal solution priorities effectively to maintain customer satisfaction
Relate well to customers and understands the production environment.
Communicate in a direct non-confrontational manner while maintaining good relationships and keep the customer fully informed of the status of any reported problems on a frequent basis.
Actively seeks feedback from customers on ways to potentially improve the support process and relationships
Main Responsibilities
Ownership for all IT activities at the facility (Involved and engaged)
Serve as Single Point of Contact for the Plant Manager and Plant Staff relative to all aspects of IT, participate in all key meetings (Staff, Safety, Daily/Shift Huddle, Change Control, Program/Launch reviews)
Serve as ambassador for the plant representing/escalating key IT requirements and issues to relevant IT support and process (Infrastructure, ERP, Manufacturing, etc.) to teams within IT
In conjunction with central teams, maintain a technology roadmap/plan to track compliance to current standards relative to technology base and 5S organization principles; includes security, local data center, network components/cabinets, and peripherals
Maintain and post the standard IT in-plant scorecard containing performance to IT metrics, incidents, and deployment/launch status
Ensure IT policies, procedures, and standards are adhered to
Budget input and tracking (represent plant requirements in AOP planning cycle)
Responsible for deployment of Dana IT standards for HW, SW, and processes
Actively participate in all P1/P2 incident calls providing information on plant impact and failure modes; communicate resolution status to plant personnel on a real-time basis and post incident.
Participate in post event root cause analysis (as required).
Ensure facility staff is properly informed on the IT support model (e.g., contacts, phone numbers by area/failure mode); align IT support model with operational patterns including shifts, weekends, shutdown and vacation periods
Utilize ServiceNow to log, track, and resolve all incidents and requests
Partner with Deployment teams to assist with in-plant deployment activities (contingent on skill set and workload); assist with coordination of change windows are review/approve all site-specific changes
Adopt continuous improvement mindset; includes best practice "read across" and implementation
Develop a strong working knowledge of the Dana Operating Systems (DOS), and the role of IT in enabling components of the DOS
Comply to all in-plant safety practices; correct and/or elevate violations or potential gaps in equipment or procedure
Develop a detailed understanding of plant operations including but not limited to: Manufacturing/Assembly processes and associated metrics, products, customers plants/OEM's, OT environment and functional knowledge of all IT applications deployed at the site
Support major roll-out projects of Windows *****, Office365, Windows Server environment, annual PC hardware refresh, local area network refresh
Qualifications
Education: Associates or Bachelor's Degree preferred in a business/technical discipline, related vocational training, or related certification program or equivalent experience of 5+ years related professional experience
Experience: 2-4 years related professional experience.
SAP knowledge is a plus.
Language Skills
fluency in reading, writing and speaking is a plus
Pay range and compensation package
Annual Gross Salary: up to 48k€
Certifications: ITIL v3 Foundation is highly preferred
Required Skills
Additional skills
SOX and ITIL
Strong understanding of business processes, information systems, and technology
Excellent analytical, problem solving, oral, written and team skills
Proficient in eliciting, documenting, and managing business requirements
Familiarity with project management methodologies and tools
Effective communication and interpersonal skills, with the ability to work cross-functionally
Experience with business analysis tools and techniques (e.g., process mapping, data modeling)
Familiarity with Agile development methodologies is preferred
Ability to work independently and manage multiple tasks and deadlines
Core Competencies
Ability to think and act in a strategic way
Can lead & act consistent with the company's strategy and values
Able to demonstrate strategic problem solving, good decision making and sound judgment
Demonstrates sound business and technical acumenAbility to build and develop talent
Able to align talent to company's strategy
Demonstrates ability to develop self and others
Shows evidence of continuous learning
Ability to demonstrate an effective approach to engagement and problem solving
Able to build trust and engage others
Can build or contribute to an inclusive team environment
Demonstrates strong interpersonal communications
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