The Senior Support Analyst will provide system administration functions to a global client base using a Manufacturing Execution System (MES) as part of the organization's Solution Delivery team.

The ideal candidate for this role will be able to follow the team's shared schedule for on-call support, including :

- Participation within 24/7 On-call model with rotating schedule, may require evening, weekend, holiday work availability.

- Notice is typically provided but in some instances, issues may arise that require immediate support, so flexibility with work hours is desired.

- May need to provide support during specific events and/or issues, such as cut-over weekends.

- Due to role supporting Production, all deadlines and/or timelines must be fulfilled as defined/committed.

Responsibilities as part of this role will include :

General Installation/Infrastructure Support :

- Document installations, including : project servers, IP addresses, Change Requests, associated databases, non-standard user accounts, passwords and any additional server information required.

- Provide information to team members regarding outages for installations and upgrades (including completion and availability).

- Support installation and administration of databases and applications.

- Support administration of infrastructure installation and supporting applications (MS Office, Adobe, updates, upgrades and patching).

- Support Citrix administration, troubleshooting, and coordination.

- Ensure information is shared among team members regarding steps and dependencies within installation processes.

- Test installations and configurations, post-installation changes, edits and database exports.

- Test each published icon after installation.

- Test non-system infrastructure changes (patches, edits, applications and upgrades).

Application Support :

- Troubleshoot installations, application issues, and configurations.

- Assist project teams testing new releases or patches.

- Contribute, as needed, to other global documentation, including but not limited to : Design/Architecture, Test Summary Report, Validation Plans and/or Reports.

- Actively participate in development and maintenance of teams knowledge database, including Guidelines and FAQs.

- Provide approval for application-related documentation.

Incident/Change Management :

- Create, manage and process Change Requests and Trouble Tickets (Incident/Change Management) for application-related issues, changes and associated activities.

- Produce notes and supporting documentation for record keeping and data stewardship responsibilities.

- Provide approvals to complete appropriate requests.

End User Training and Communication :

- Provide application icons to team members.

- Provide links to resources (e.g., Citrix neighborhoods).

- Provide training on application modules and functionality.

- Provide training on non-application modules and/or functionality.

- Author tutorials for end user task training, as needed.

Soft Skill Requirements :

- Keen attention to instructions and details

- Ability to manage workload and priorities, including assessing incoming items and re-prioritizing tasks as needed

- Organized individual with strong note taking and documentation skills.

- Proactive communicator, capable of leading discussion and driving follow-up with customers, other third parties, international team members and end users as needed.

- Quick learner with capability to pick up new technologies quickly.

- Independent individual who works well autonomously and also in collaboration within a group setting.

Position Requirements :

- Operational experience in Microsoft Windows Ecosystem

- SQL

- Networking Skills

Desired Experience :

- Prior experience working in Manufacturing Information Technology/System Administration

- Such as installations, upgrades and etc And stakeholders

- Db admin is very limited.

- We will occasionally install and configure certain parts, but much will be handled by DB team MS Edge and Kepware

- Separate CTX team for many tasks, but we sill need to have enough access and knowledge to clearly define when to involve CTX team While following strict MES manufacturing guidelines

- Manage workflow for new user access requests for MQuEST environments

- Knowledge Articles, documents, and tools ServiceNOWIncident and Change Management