Description Embark on a career journey with Franklin Electric, where your passion meets purpose, and every day is an opportunity to make a difference in our global communities by providing access to water, fuel and electricity. Department: IT Location: US - Oklahoma - Wilburton What You Will Be Doing Service Operation Respond to internal customers to resolve their technology problems. Enter and manage Incident and Service Request tickets in ServiceNow (IT Service Management Application). Provide technical support related to all plant IT systems (End User, Shop Floor, Network, Server, and Phone) used by Franklin Electric employees across all business functions. Maintain or exceed Service Level Agreements for Incident Resolution; measured based on Incident Duration for the individual. Design processes and improvements to resolve end user technology issues. Analyze Incident Tickets and perform root cause analysis to identify and prevent recurring problems. Observe and evaluate current processes and recommend solutions to streamline issues. Create and communicate details for dashboards to drive performance improvements. Request and Change Management Ensure all changes and requests are entered in ServiceNow. Ensure the fulfillment of end‑user requests for all plant hardware and software. Ensure changes are completed with proper documentation for SOX compliance. Review the forward schedule of changes for potential conflicts. Asset Management Deploy new PCs and other IT equipment to end users and train them in their use. Image and deploy PCs. Use ServiceNow to maintain and track IT assets and inventories. Maintain all software and hardware inventories plant‑wide, including IT asset tagging. Provide recommendations for plant IT hardware and software standards and enforce those standards. Perform other related duties as required or assigned. Supervisory Responsibilities None Who We Want Hard‑working winners – Confident, competitive, and results‑oriented professionals who create a track record of success. Dedicated achievers – People who thrive in a fast‑paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations. Effective communicators – People who can interpret information clearly and accurately and concisely communicate results and recommendations to stakeholders. Collaborative partners – People who build and leverage cross‑functional relationships to bring together ideas, information, use cases, and industry analyses to develop best practices. Skills and Abilities Communication – Deliver accurate, clear, and concise messages orally and/or in writing. Problem Solving – Use a logical, systematic search for the source of a problem, determining the most likely cause by eliminating potential causes. Decision Making – Identify and understand issues, problems, and opportunities; compare alternatives and make timely decisions. Business Process Knowledge – Understand the process steps and purpose of the important business processes used by internal customers. Develop and maintain shop floor / production applications using C#, and SQL. Collaborate with business analysts to understand and translate business requirements into technical solutions. Education and Experience Bachelor’s degree in computer science, computer information systems, or a related degree (recommended/preferred). 2 to 4 years of related experience (required). Computer Skills Microsoft Operating Systems (Required) Microsoft Office (Required) SharePoint (Preferred) PTC tools (Preferred) JDE Enterprise One (Preferred) Cisco network and voice (Preferred) Other shop floor and lab systems (Preferred) Certificates and Licenses Microsoft certifications (preferred) Why Work at Franklin Electric? Becoming a part of the Franklin Electric team not only provides outstanding benefits, it also opens doors to opportunities for future growth. Enjoy peace of mind with a world‑class company. But more importantly, be satisfied in knowing you make a difference. FE provides many opportunities to learn and grow through development opportunities such as training, certifications, mentorship, leadership programs, tuition reimbursement, one‑on‑one coaching and more! We offer competitive salaries, comprehensive benefits, and amenities such as: Generous paid time off & holidays Vacation Time Paid parental leave & on‑site motherhood rooms 401(k) with matching & service contributions Health, dental, vision, life insurance Short & long‑term disability Fertility & adoption support Undergraduate & graduate tuition reimbursement Professional development assistance Health & wellness programs Take a look at this video to see our Global Headquarters here in Fort Wayne, Indiana. #J-18808-Ljbffr