Sr, Site Service Technician, WFD

Job Summary

Responsible for aiding the development & delivery of all services classified as Manufacturing Network and Digital Support for Company operations for the assigned sites. Working closely with the regional and global D&T team, the role of the Manufacturing Network and Digital support site team is having responsibility for developing and efficiently operating all aspects of the site’s infrastructure and End User devices in line with corporate guidelines & procedures. Performs duties in line with best D&T practices and applicable regulatory requirements (i.e. cGMP, Computer System Validation, 21 CFR part 11 compliance). 

Leading the site’s workload distribution and coordinating with other teams and local management. 

Essential Duties and Responsibilities

• Provide support for IT systems and End-Users in the facility, including, but not limited to: Shop Floor Systems (SFS), Manufacturing Execution Systems (MES), Enterprise resource planning (ERP), Virtual and Physical servers, LAN/WAN equipment, desktop computers and laptops, communication, and collaboration systems.
• Work with Site Leadership to ensure all actions related to the Business Support Services are understood, notified and supported correctly.
• Assist with the management of escalation and communication in case of D&T service outages in the sites
• Problem determination and resolution through existing procedures but also identifying new ways to resolve unexpected problems.
• Collaborate with the regional and global D&T organization to maintain the service catalogue and Service level agreements in alignment with global / regional & site-specific IT services
• Participate in local, regional, and global D&T projects and coordinate roll-out of same on local site level
• Performs other duties as assigned based on business needs/ Utilize and leverage Service Management tools for tracking of workloads
• Professional attitude in maintaining a clean, orderly and safe work area
• Exemplary behavior in IT security related topics
• Participate in “on-call” support rotation
• Conforms with and abides by all regulations, policies, work procedures, instruction, and all safety rules
• Act in accordance with the company’s Guiding Principles and adherence to the corporate Code of Conduct
• Compliance to all local site Environmental, Health and Safety regulations 
• Compliance to all local site company policies, procedures and corporate policies
• Other duties as assigned 

#LI-Onsite

Education

• Bachelor’s degree or equivalent experience in Computer Science

Preferred Knowledge, Skills and Abilities

• Ideally 3+ years of experience of IT support and / or IT operations, ideally in regulatory manufacturing environment 
  Desktop support incl. MS Office Suite
• MS Windows Server administration
• Network technologies/protocols and administration
• Microsoft Active Directory
• Microsoft Office 365
• ITIL Foundation Certification (desired)
• Excellent interpersonal skills and communication skills
• Strong service orientation
• Open to change and prepared to drive change
• Ability to work on own initiative and to meet strict deadlines
• Strong project management and coordination skills
• Experiences in collaboration within international teams
• Has advanced and specialized expertise, typically developed through a combination of job-related training and considerable on-the-job experience
• Completes assignments and facilitates the work activities of others; may coordinate work beyond own area
• Proposes improvements to processes
• Acts as a lead, coordinating the work of others – but is not a supervisor
• Works autonomously within established procedures and practices
• Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description
• Support and contribute in Lean Sigma programs and activities towards delivery of the set target

Travel Requirements