Senior Support Analyst

Job Description

Reports To:                                      European IT Support Manager L2

Group/Division:                              RSD/CCG

Career Band:                                   BAND 6

Job Track:                                        Professional

Position Location:                           European

Number of Direct Reports:             0

Number of InDirect Reports:         0

Day/Shift (if applicable):               N/A

Position Summary

Work in a diverse pan European team delivering high quality support to the CCG RSD user community. This senior role will require a comprehensive knowledge of the IBS Enterprise ERP and its associated systems to resolve sophisticated issues. Both technical and business experience is a must, the candidate must be comfortable communicating on multiple levels and prepared to take ownership in order to drive issues to resolution. The IT landscape is evolving so an appetite to learn is crucial.

Roles and Responsibilities

• Handle and lead all aspects of daily ticket allocation and ticket flow to deliver agreed business service levels
• Support the IBS application user community to deliver an enhanced customer experience
• Translate complex system issues into functional/technical designs for the development team
• Be the facilitator in problem resolution, by proactive behaviour and ownership
• Identify internal and external process improvements to either reduce ticket volumes or increase team productivity using PPI principles
• Provide expert knowledge and mentor team members
• Ensure appropriate prioritization of issues with focus on customer impact
• Provide timely and clear communication to the business on high impact issues and their resolution.
• Raise major issues for RSD EU to the Major Incident Management Team
• Function as a key contact for critical IT issues
• Coordinate relationship with external vendors and internal IT teams
• Build a broad knowledge and network of IT support related processes and teams within Thermo Fisher globally
• Understand and abide by IT governance

Requirements/Qualifications:

Demonstrable experience in:

ERP Applications – including system job scheduler features

Data analysis supported by strong SQL skills

An understanding or ability to code and a desire to develop further knowledge

EDI standards and processes, preferably with some experience with Web Methods

Service Now ticket management tool

Solid understanding of:

ERP systems in a supply-chain environment e.g. Forms, Interfaces, Data Warehouse and Business Intelligence

RSD and the wider Thermo Fisher business functions and processes for customer service, supply chain planning, distribution, compliance and finance.

Service delivery / ITIL

System and software quality assurance best practices and methodologies

Database design and data management

Ability to understand and explain IT solutions and issues to a non-technical audience

Passion for resolving the root causes of issues

Excellent decision making and problem solving skills

Effective written and verbal communication skills

Ability to work under own supervision and to be able to prioritise tasks

Adaptable and flexible to changing demands

Solid grasp of the Organisation goals and objectives

Knowledge of applicable data privacy practices and laws

Non-Negotiable Hiring Criteria:

• IBM AS400 / Power System i / iSeries experience
• Broad Technical knowledge
• Able to communicate fluently in spoken and written English

Working Conditions:

• Ability to travel 25% of the time
• Able to pass a basic Criminal Record Bureau (CRB) check in the United Kingdom or equivalent criminal record screening in any other European country