Provide IT systems support through effective incident, service request, problem and change management to end-users at agreed service levels.
Maintain an effective IT operations environment by carrying out planned maintenance and remedial work as needed in accordance with the relevant IT procedures.
Main Activities/Tasks
Manage all incidents, problems, service requests and change requests that are allocated to them to the agreed service level.
Escalate unresolved incidents, problems, service requests and change requests to the Senior IT Systems Support Analyst or IT Support Team Leader.
Support IT Service Analysts by providing second and third line support and liaising with third parties as needed.
Support IT systems including but not limited to Microsoft Dynamics CRM, Microsoft SharePoint, Microsoft Access, Microsoft SQL Server, Enterprise Resource Planning, Supply Chain Management, Laboratory Information Management, Manufacturing Execution, Human Resource Management, Finance and Payroll.
Monitor critical IT services to ensure events are pro-actively managed and service downtime minimized.
Identify and resolve system support issues following agreed procedures.
Facilitate service recovery after an incident is reported or identified.
Use tools to collect agreed service performance statistics and measures.
Provide advice and guidance to users around IT service use and adoption to ensure positive user outcomes.
Build a good working knowledge of the IT environment in order to achieve higher levels of ‘first time fix’.
Develop and maintain support documentation including knowledge base and configuration documentation following agreed procedures.
Review and monitor IT service performance and make recommendations to improve service performance where appropriate (resourcing, training, procedures, SLA changes, use of tools and automation etc).
Support service improvement efforts to improve day-to-day service performance and IT responsiveness to end-users.
Maintain IT infrastructure and systems in accordance with the relevant administration procedures.
Complete all work in accordance with GxP requirements (GMP, GLP, GCP and GPvP) and any required standards using the appropriate SOPs, methods and tools.
Any other duties deemed necessary by management.
Minimum Qualifications:
BSC in Computer Science, Information Technology or related subject(s) or equivalent work experience.
Typically 2-3 years working in an IT Service Analyst role.
Proven experience in implementing, customizing, and managing Microsoft Dynamics CRM solutions to enhance business processes and improve customer engagement.
Demonstrated expertise in developing, deploying, and maintaining Power BI reports and dashboards to provide actionable insights and support data-driven decision-making.
Experience working with third party IT service providers.
Demonstrates a systematic, disciplined and analytical approach to problem solving.
Demonstrates excellent inter-personal skills and confidence dealing with end-users.
Demonstrates a high level of responsibility and ownership of technical and customer service issues.
Proven ability to work unsupervised individually and as a member of a team to agreed service levels.
Good communication, time management and organisational skills.
Good MS-Office (Word / Excel / Project /) and MS-SharePoint proficiency.
Proven experience with QlikView: Demonstrated ability to develop, implement, and maintain QlikView applications, including data modelling, dashboard creation, and report generation.
Experience working in a manufacturing or pharmaceutical environment.
ITSM / ITIL Foundation or Practitioner Certified (or equivalent).
Experience working in a regulated environment.
Knowledge of Microsoft Server Platforms, Active Directory and Client Software Management.
Knowledge of CRM, SCM, ERP, MES or LIMS systems.
Additional Information:
Applicants should be able to provide proof that they have a right to work in the UK at the time of their application. Applicants who are unable to provide this proof will not be considered.
We regret that applications received after the closing date and time will not be accepted.
We are unable to sponsor or take over sponsorship of a Visa at this time.
Contact:
recruitment@norbrook.co.uk Norbrook Laboratories Limited employs a workforce with members of all sections of the community and is committed to appointing people purely on the basis of merit. In accordance with our equal opportunities policy, we would particularly like to welcome applicants from the Protestant Community. RECRUITMENT AGENCIES PLEASE NOTE
: Norbrook will only accept applications from agencies/business partners that have
been invited to work on this role by our Recruitment team.
Speculative candidate CV’s received or submitted directly to Hiring Managers or other employees in Norbrook will be considered unsolicited and no fee will be applicable. Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Pharmaceutical Manufacturing
#J-18808-Ljbffr
recruitment@norbrook.co.uk Norbrook Laboratories Limited employs a workforce with members of all sections of the community and is committed to appointing people purely on the basis of merit. In accordance with our equal opportunities policy, we would particularly like to welcome applicants from the Protestant Community. RECRUITMENT AGENCIES PLEASE NOTE
: Norbrook will only accept applications from agencies/business partners that have
been invited to work on this role by our Recruitment team.
Speculative candidate CV’s received or submitted directly to Hiring Managers or other employees in Norbrook will be considered unsolicited and no fee will be applicable. Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Pharmaceutical Manufacturing
#J-18808-Ljbffr
