IT Service Support Senior Analyst

Work Arrangement: Site-based with flexibility, subject to business and operational needs

Role Summar y

The Senior IT Technical Support Specialist delivers advanced onsite IT support across end-user computing, site infrastructure, laboratory environments, manufacturing operations, and specialized operational technology systems.

This role is accountable for diagnosing and resolving complex technical issues, supporting incident and change management, enabling new system implementations, and ensuring reliable service delivery across local operations. The position works closely with business stakeholders, Automation and Engineering teams, global IT service teams, project teams, and external suppliers.

The successful candidate will provide technical leadership to local support teams, serve as an escalation point for complex incidents, and help reduce the operational impact of technology failures across manufacturing, quality control laboratories, supply chain operations, and corporate IT environments.

Key Responsibilities

Technical Support and Incident Management

· Provide advanced technical support for end-user computing, infrastructure, laboratory systems, manufacturing applications, automation systems, and specialized computing devices.

· Independently investigate, diagnose, and resolve complex IT and automation incidents.

· Manage incidents and service requests through approved IT service-management tools, including ServiceNow.

· Serve as a technical escalation point for local IT support teams.

· Perform root-cause analysis and recommend sustainable corrective and preventive actions.

· Provide hands-and-eyes support for infrastructure and global service teams.

· Support desktop and laptop imaging, software installation, mobile-device deployment, and hardware lifecycle activities.

· Provide technical leadership for onsite support services such as AskIT or similar walk-up support models.

Manufacturing and Laboratory Technology Support

· Deliver specialist technical support across manufacturing, formulation, packaging, quality, laboratory, weigh-and-dispense, automation, and compliance environments.

· Support systems operating across corporate IT infrastructure, dedicated manufacturing networks, production environments, and laboratory networks.

· Partner with customers to maintain effective system operations and coordinate planned and unplanned downtime.

· Minimize technology-related disruption to manufacturing, quality control laboratories, and supply chain operations.

· Support laboratory instruments, manufacturing automation systems, and specialized computing devices.

· Maintain appropriate patching and antivirus protection for supported systems.

· Identify and manage risks associated with obsolete hardware, software, platforms, and equipment.

· Coordinate hardware and system lifecycle-management activities to improve reliability and reduce business risk.

Service Delivery and Continuous Improvement

· Deliver Operations Computing Services in accordance with established service catalogues, standards, policies, service-level agreements, and operational-level agreements.

· Monitor ticket quality, service performance, customer satisfaction, and recurring technical issues.

· Maintain accurate configuration-management information for supported systems and devices.

· Contribute to the Operations Computing Service Improvement Portfolio.

· Review existing support policies and processes and recommend practical improvements.

· Promote consistency and best practices across local, regional, and global operations sites.

· Support service-introduction activities, change planning, transition activities, and the implementation of new support models.

· Act as a focal point for locally managed applications and services.

Projects, Change, and Consultation

· Provide technical consultation for new projects, system implementations, enhancements, and service changes.

· Review proposed solutions to ensure alignment with architectural, security, compliance, and operational standards.

· Coordinate with project teams, service teams, vendors, Automation, Engineering, and business stakeholders during implementation and transition.

· Translate business and operational requirements into clear technical requirements and support solutions.

· Support local service-introduction activities and ensure that appropriate support, documentation, and escalation models are established before go-live.

· Track locally managed technical projects and communicate risks, dependencies, and progress to relevant stakeholders.

Technical Leadership and Collaboration

· Mentor junior team members and act as a technical reference point in specialized areas.

· Provide technical leadership to local and regional onsite IT teams.

· Support local team priorities and serve as the first point of escalation when required.

· Build effective relationships with business customers, global service owners, process owners, IT teams, Automation, Engineering, Quality, and external suppliers.

· Communicate complex technical information clearly to technical and non-technical audiences.

· Work across regions and time zones to ensure consistent service delivery and adoption of global standards.

· Support technology-platform or capability initiatives at site or regional level.

Essential Education and Experience

· Bachelor's degree in Computer Science, Engineering, Information Technology, or a related technical discipline.

· At least five years of relevant IT experience, including experience in senior or advanced technical support.

· Demonstrated experience providing IT technical support in a complex enterprise environment.

· Experience supporting Microsoft Windows and macOS devices in a desktop-support environment.

· Experience installing, configuring, troubleshooting, and maintaining complex software applications.

· Strong working knowledge of Microsoft 365 applications and services, including Outlook, Teams, SharePoint, Power BI, and Power Apps.

· Experience supporting cloud-based storage, collaboration platforms, videoconferencing tools, and mobile devices.

· Knowledge of enterprise antivirus, patching, and endpoint-management practices.

· Understanding of basic networking concepts and infrastructure-support principles.

· Experience working with third-party suppliers and service providers.

· Ability to work independently and as part of geographically dispersed local and global teams.

· Experience operating in time-critical environments where technical disruption can affect business or production operations.

Preferred Qualifications and Experience

· Experience supporting pharmaceutical, biotechnology, medical-device, or other regulated manufacturing environments.

· Experience with laboratory instrumentation and manufacturing automation systems.

· Knowledge of Good Manufacturing Practice and Good Laboratory Practice principles.

· Experience with ServiceNow or a comparable enterprise IT service-management platform.

· Project-management experience; PMP, PRINCE2, or a comparable qualification is advantageous.

· Knowledge of Lean or Six Sigma principles.

· Experience with continuous improvement and structured root-cause analysis.

· Experience leading technical teams, capabilities, or site-level support activities.

· Advanced technical knowledge in one or more areas such as database systems, systems architecture, specialty computing, network security, or operational technology.

Skills and Capabilities

· Strong analytical and technical problem-solving skills.

· Excellent written and verbal communication.

· Ability to explain complex technical concepts to non-technical stakeholders.

· Strong customer-service and consulting mindset.

· Ability to manage multiple priorities while maintaining quality and attention to detail.

· Effective stakeholder, vendor, and supplier-management skills.

· Sound judgment when addressing urgent or business-critical incidents.

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