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1. Definition of the role

a. Purpose
A concise statement of the job's basic purpose is necessary for the reader to be able immediately to understand how the position fits into the overall organization.
The Mars Inc. Recipe Management system solution (RADAR) enables the development and production of high quality consumer products that meet nutritional, legal and cost requirements. The Recipe Management system interfaces with ERP systems and Global Reference Data and recipes can be optimised based on cost, material availability and factory conditions.
Working within a global team, this role will provide operational support for the Mars Inc. Recipe Formulation System to comply with agreed service metrics, using ITIL principles and framework. The role encompasses environment management, application management, leading and participating in projects.

b. Nature and scope
A clear and concise narrative about the position environment.
Who are your clients (external and internal) and providers?
The role exists within the Recipe Domain of the Mars IS Applications Centre of Excellence. The domain consists of business process, solution delivery and service management experts, working together in a global organization, led functionally from Europe. Currently, a single suite of custom applications and two vendor supplied applications provides Recipe Formulation capability for the Petcare, Chocolate and Food segments; this is set to develop into a portfolio of solutions to meet varying needs of multiple business units.
These applications are used by Mars associates across the world and this role is to deliver an application support service to Mars units globally though the majority of incident support will be delivered to Mars units in the Asia Pacific region.
In addition to the Recipe Domain in Mars IS and the Global Functional Experts Network within the business units, significant interaction will be required with various other Mars IS teams delivering infrastructure and application services. These teams are globally resourced, and can include a mix of Mars associates and external (outsourced) service providers.
It is intended that this position will have a local line manager to assure associate welfare and development.

c. Dimensions
Significant dimensions on which the job has some impact (budget/team size/# of projects per year)
Within the larger Recipe Domain, the application support team consists of two resources each in the Americas, Europe and Asia-Pacific regions, led by a manager based in Europe. Tier 3 Technical Support is provided by an off-shore team of 3-4 FTEs based in Chennai, India.
The Recipe support team supports over 600 users of the Recipe Formulation application suite in over 70 Mars sites globally.
Robust Change and Problem Management have resulted in a downward trend in support incidents, now averaging 70-80 incidents/period, indicating a typical 97% SLA conformance and 99% service availability.


d. Main Accountabilities and Key Activities

1. Main accountabilities
? Guardian and gatekeeper of production and mirror environments
? Maintain service availability through world-class Change and Release Management
? Maintain strong working relationship with key user and functional expert community
? Deliver timely technical solutions to operational issues, working with and through off-shore technical resources
? Actively contribute to maintenance and development of good practice and effective global ways of working
? Maintain close engagement with development and implementation teams leading to successful template releases and business implementations

2. Key Activities

? Daily Tier 2 functional and operational support of the global RADAR environment, which includes multiple template versions of Recipe Management and Recipe Optimisation across 26 sites and 3 segments.
? Regular interaction with Mars Service Desk team to review open incidents
? The following ITIL management areas have global responsibility. This responsibility is rotated across all members of the support team. At any time an associate would be responsible for at least 1 normally 2 of the following.
o Incident Management
o Problem Management
o Change Management
o Knowledge Management
o Performance Management
o Infrastructure Management
o Release/Vendor Management
o Service Level Management
? Regular checkpoint discussions with business users to evaluate and improve service delivery; site visits as necessary
? Escalation of issues when appropriate to vendors and remote management of issue resolution
? Escalation of critical issues to RADAR support management
? Monitor and report on software licence deployment and usage at required intervals
? Co-ordination with other project teams with dependencies on Recipe solution


3. Level of autonomy/ FREEDOM TO ACT

? Decide for:
? Setting operational priorities on incident handling, e.g. technical team workload
? Classification and progression through Incident/Problem/Change categories
? Planning and Scheduling changes to production and related system environments
? Give agreement for:
? Problem and solution propositions
? Supportability and take-on of new releases and implementations
? Inform on:
? Service metrics and trends: SLA Conformance and System Availability
? Status of incident and problem tickets, and resolution paths
? Impact of related IS systems activities on Recipe portfolio
e. Qualifications

? Behavioral competencies (Key MECs):
? Process Management
? Customer Focus
? Priority Setting
? Conflict Management
? Dealing with Ambiguity
? Directing Others
? Managing and Measuring Work
? Planning
? Communication Skills

? Technical experience:
? A technical background is not essential for this role, but would provide the jobholder with additional useful perspective
? Desirable skills, not essential
? Familiarity with: Oracle, Unix, Maestro, Citrix and Windows 2000/2003 server environment
? Experience with scripting
? Experience of supporting Visual Basic applications

? Competencies for this role:
? Minimum 2-3 years relevant business experience in Information Technology setting
? Excellent customer service and communication skills
? Demonstrated ability to analyze and solve complex problems and system issues
? Demonstrated ability to function as part of a global team: remote working and adept at usage of relevant tools such as audio/video-conferencing and instant messaging
? Demonstrated ability to excel in a fast paced environment with changing priorities, while maintaining a constant commitment to highest levels of quality
? Ability to relate/train technical aspects and business processes to associates
? Ability to work effectively in a flexible and changing environment, manage multiple activities and priorities, and work well under pressure
? Demonstrated technical skills & aptitude to learn quickly
? Initiative, self-reliance, and proactive approach
? Good written and verbal presentation skills
? Manifest interpersonal skills

Mars was established in 1911 and is still privately owned - making us one of the largest 'small family businesses' in the world. (see www.mars.com). Mars is a $25bn business operating in over 65 countries, with 50,000 associates producing and selling chocolate, pet care and food products. Established since 15 years in China, Mars is the leader of the chocolate and petfood market. We produce, locally in 3 factories, famous brands like Dove, M&M’s, Snickers, Pedigree, and Whiskas.