Manufacturing Systems 3rd Line Support Analyst - Bradford, United Kingdom - Princes Limited

Description

Vacancy NameManufacturing Systems 3rd Line Support AnalystEmployment TypePermanentCountryUnited KingdomLocationBradfordBusiness AreaFinanceWorkplace TypeHybridAbout PrincesThe Princes Group has over 7, employees with offices and production sites in the UK, Netherlands, Italy, Poland, France and Mauritius. Princes manufactures different food and drink products responsibly sourced and enjoyed by consumers every day. None of this would be possible without striving to be an employer of choice, where our colleagues are proud to represent our business.Role DescriptionThe Manufacturing Systems Team work closely with Group Manufacturing, Group Engineering, Group IT and Site Project Teams to deliver and support the manufacturing vision set out in the Princes Manufacturing Systems Strategy through delivery and support of appropriate manufacturing systems, equipment and technology.

The role of the Manufacturing System 3rd Line Support Analyst is to provide 3rd line support for the Princes Manufacturing System Solutions across all of the Princes Food and Drinks manufacturing sites.

The primary function of this role will involve receiving, investigating, documenting, and resolving manufacturing systems issues in line with agreed Service Level Agreements. Liaising with other team members, IT Service Desk, 3rd party suppliers and the customer to analyse incidents, conduct Root Cause Analysis, resolve issues and identify areas for improvement.

Provide 3rd line support to the business users of the Princes manufacturing systems, via tickets received through the Group IT Service Desk. These will include Service Requests, Incident and Application Change requests. These will be managed according to the agreed service levels.

Scope, cost and assess impact/risk on Change Requests for presentation to the Group IT Change Board for effective prioritisation/investment decisions and approval.

Ensure that changes are implemented following appropriate change management processes and Stakeholders are kept informed.

Ensure that solutions and fixes are carried out in line with the agreed standards and that application records are completed accordingly

Perform remote troubleshooting through diagnostic techniques and pertinent questions

Escalate and managing unresolved issues to the Solution Developers/ Solution Architects or Systems Integration support partners

Ensure that incidents, service requests and escalations are accurately documented, managed and brought to timely closure while keeping the customer informed throughout the process.

Ensure that issue resolutions are documented and communicated to the wider the Princes Service Desk team.

Follow up with customers and ensure full resolution of issues

Participate in an on-call out of hours schedule, This role involves 24/7 support services and there will be occasional need of overtime/evenings/weekends

Analyse data and draft reports that include metrics/KPIs and SLAs

Identify and suggest potential improvements on procedures and processes

Communicate feedback or suggestions from customers to the appropriate internal team

Work with Solutions Developers and Solution Architects to ensure quality documentation and knowledge transfer from the project teams to Manufacturing Systems 3rd Line Support Analysts and Group IT Service Desk.

To work on projects delivering Manufacturing System Solutions, maintenance, and monitoring in addition to BAU support.

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#HYBRID Role Requirements

BSc/BA in Computer Science, Electrical Engineering, IT or relevant field

Have knowledge or experience in implementing or supporting Manufacturing Execution Systems and/or SAP (MM/PP/PM/QM/WM)

Understanding of manufacturing data and processes, for example Bills of Materials, Routings, production orders.

Understanding of manufacturing system/database architecture and integration automation ( e.g. PLCs) and other applications

Experience working in an IT support/help desk services, preferably with experience in providing application maintenance support

Proficiency with ITSM and ITIL frameworks, familiarity with incident, problem, change and knowledge management

Experience in Software programming languages (e.g SQL, HTML,XML, C,C#, C+, VB)

Experience in Software installations and implementation

Experience in Database maintenance and monitoring