IT Operations Administrator Latam

**Why Join Us?**
- Be a hero for our rare disease patients_
Our commitment and care for patients extends to our people, so culture is an essential cornerstone for Ultragenyx. We remain continuously focused on creating a supportive and inclusive environment of profound learning and growth - so employees can thrive in all areas of their lives, in and outside of work. Ultimately, we want to be an organization where we would be proud for our family, friends and children to work.
If you want to have a meaningful impact, do the best work of your career, and grow a lot, both professionally and personally, come join our team_. _
**Position Summary**:
**_ ultra_**_focused - Work together to fearlessly uncover new possibilities_
Ultragenyx is seeking a qualified individual to join the IT Operations team in our São Paulo office. This position will support global IT Operations initiatives and will be the primary contact for supporting the users in our Brazil and other Latin America offices. Along with the necessary technical skills, supporting users in this region and working in close collaboration with the global IT team will require multilingual skills. Proficiency in Portuguese and good command of Spanish and English language will be required. The position will be responsible for supporting a broad range of end user services including but not limited to supporting traditional desktop support for Windows (primarily) and Mac, troubleshooting, hardware/software installation and configuration, troubleshooting basic office network, supporting VOIP phone system and video conferencing system. This is an incredible opportunity for someone to build on their technical strengths and be part of a great IT team.
This passionate customer service individual will be a team oriented, collaborative individual who has demonstrated continuous improvement across Service Management best practices and will have working experience of ITIL methodologies (in particular, change control, incident, service request and problem management).
**Work Model**:
Core Lab & Ops: This role typically requires that the majority of the work be conducted on-site
**Responsibilities**:
- Manage and maintain focus on services quality, users request, incident resolution, assets management.
- Oversee and support employees on onboarding and offboarding processes including data and access management, equipment, logistics.
- Support IT infrastructure needs for regional audits & inspections when needed.
- Primary contact for Service delivery of requests and incidents for LATAM users. Users speak Portuguese and Spanish. Support will need to be provided in those languages.
- Manage and coordinate urgent IT Operations support issues in the LATAM offices.
- Work collaboratively with the global IT team and Managed service providers to support users, support office network and in office video conferencing systems
- Coordinate with local 3rd party/vendors as needed.
- Build relationships and gather feedback from user community in Latin America
- Manage inventory and asset lifecycle in CMDB for all IT Hardware and software used in LATAM (laptops, mobile devices, equipment's, zoom rooms, local, regional and globally aligned on all solutions)
- Under supervision of the corporate policies and Global IT team, procure equipment for LATAM region as needed.
- Assist in the global projects such as annual tech refresh, windows upgrades, new software rollout, office builds/expansions for the LATAM region.
- Other responsibilities as assigned by the manager.
**Requirements**:
- Associate degree or equivalent certification in computer science, information technology, or related technical field or equivalent work experience.
- 4+ years of proven information technology experience.
- Proactively engage and build credible relationships with the user community and ensure customer expectations are met and exceeded.
- Customer, service and entrepreneurship focused mind set - Get thing done attitude
- Ability to take direction and work independently to complete tasks and solve problems.
- Ability to prioritize tasks in a fast-paced environment.
- Experience in digital transformation a big plus
- Demonstrated experience working cross-functionally in all levels of an organization.
- Some knowledge of networking concepts (switching, firewall, wireless technologies, LAN/WAN, VPNs, TCP/IP etc.)
- Strong written and verbal skills in Portuguese, Spanish and English.
- Demonstrated experience using a ticket management system (ServiceNow preferred)
- Experience using and updating a knowledge management platform (ServiceNow preferred)
**Desired Technical Qualifications**
- Experience working in a distributed team in a global environment.
- Pharma and or Biotech experience
- Supporting Mac OS users using an MDM tool like Jamf
- Desktop imaging and configuring with Intune
- Familiarity with SCCM/Microsoft Endpoint Configuration Manager
- Some scripting experience using PowerShell or Batch scrip

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