Information Technology Site Support Specialist

Western Digital • San Jose, CA

3h • Onsite

About The Position

Establish, nurture and maintain positive relationships with all levels of Wafer manufacturing leadership by providing exceptional customer service, listening to their needs, and addressing their concerns.
Provide consistent communication, partner in a standardized way that identifies and solves the highest priority business problems and builds credibility and trust.
Identify Wafer Business IT demands and work with IT Architecture team to rationalize and develop solution.
Standardize Wafer IT intake and prioritization process across all Wafer functions e.g. enterprise portfolio
Conduct in-depth discussions and analysis to understand where and how IT can provide value to the wafer business through AI leading edge solutions that delight wafer operation and leadership.
Collaborate between wafer facilities to align both operations teams on a converged solution that will minimize business resource needs and optimize costs.
Work with IT Support teams to identify repeat issues and develop strategies to mitigate.
Look for areas where IT can improve operations efficiency and MFG Line Output to increase Western Digital revenue.
Manage wafer engineering and operations expectations and act as the key point of contact from IT MFG.
Bring consistency to wafer IT engagement with business
Physical presence at either Wafer factory during normal Wafer business hours
Develop and implement AI-driven solutions to enhance customer service delivery and streamline wafer manufacturing processes.
Conduct regular data analysis to identify trends, patterns, and opportunities for process improvement in wafer production and customer service.
Create and maintain comprehensive documentation of IT systems, processes, and best practices related to wafer manufacturing and customer service delivery.
Facilitate knowledge transfer and training sessions to ensure all team members are up-to-date with the latest IT solutions and customer service strategies in the wafer manufacturing industry.

Requirements

• Bachelor's degree in business information management systems with computer science minor (preferred). Master's degree in a related field is a plus.
• Strong understanding of emerging AI concepts, technologies and trends that will define how AI is used across the software development lifecycle.
• Strong understanding of semiconductor MFG Processes and organizational structure.
• Experience in customer service, sales, account management or a related field within the technology or semiconductor industry.
• Excellent analytical skills and ability to analyze data and market trends to identify business opportunities and make informed decisions.
• Ability to build and maintain positive relationships with clients, demonstrate empathy and manage conflicts effectively.
• Excellent communication skills, both written and verbal, with the ability to present complex technical information to diverse audiences.
• Strong organizational and planning skills, including the ability to manage multiple projects simultaneously.
• Proficiency in project management methodologies and tools (e.g., Agile, Scrum, JIRA).
• Experience with IT service management frameworks such as ITIL.
• Knowledge of data analytics and business intelligence tools.
• Familiarity with cloud computing platforms (e.g., AWS, Azure, Google Cloud).
• Demonstrated ability to work effectively in cross-functional teams and collaborate with stakeholders at all levels of an organization.
• Willingness to travel between wafer facilities as needed.

Nice To Haves

• Master's degree in a related field is a plus.
• Certifications such as ITIL, PMP, or relevant IT certifications are a plus.

Responsibilities

• Establish, nurture and maintain positive relationships with all levels of Wafer manufacturing leadership by providing exceptional customer service, listening to their needs, and addressing their concerns.
• Provide consistent communication, partner in a standardized way that identifies and solves the highest priority business problems and builds credibility and trust.
• Identify Wafer Business IT demands and work with IT Architecture team to rationalize and develop solution.
• Standardize Wafer IT intake and prioritization process across all Wafer functions e.g. enterprise portfolio
• Conduct in-depth discussions and analysis to understand where and how IT can provide value to the wafer business through AI leading edge solutions that delight wafer operation and leadership.
• Collaborate between wafer facilities to align both operations teams on a converged solution that will minimize business resource needs and optimize costs.
• Work with IT Support teams to identify repeat issues and develop strategies to mitigate.
• Look for areas where IT can improve operations efficiency and MFG Line Output to increase Western Digital revenue.
• Manage wafer engineering and operations expectations and act as the key point of contact from IT MFG.
• Bring consistency to wafer IT engagement with business
• Physical presence at either Wafer factory during normal Wafer business hours
• Develop and implement AI-driven solutions to enhance customer service delivery and streamline wafer manufacturing processes.
• Conduct regular data analysis to identify trends, patterns, and opportunities for process improvement in wafer production and customer service.
• Create and maintain comprehensive documentation of IT systems, processes, and best practices related to wafer manufacturing and customer service delivery.
• Facilitate knowledge transfer and training sessions to ensure all team members are up-to-date with the latest IT solutions and customer service strategies in the wafer manufacturing industry.

Benefits

• We offer a comprehensive package of benefits including paid vacation time; paid sick leave; medical/dental/vision insurance; life, accident and disability insurance; tax-advantaged flexible spending and health savings accounts; employee assistance program; other voluntary benefit programs such as supplemental life and AD&D, legal plan, pet insurance, critical illness, accident and hospital indemnity; tuition reimbursement; transit; the Applause Program; employee stock purchase plan; and the Western Digital Savings 401(k) Plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level