Job
Description
The Senior Support Analyst will provide system administration functions to a global client base using a Manufacturing Execution System (MES) as part of the organization's Solution Delivery team. The ideal candidate for this role will be able to follow the team's shared schedule for on-call support, including: Participation within 24/7 On-call model with rotating schedule, may require evening, weekend, holiday work availability. Notice is typically provided but in some instances, issues may arise that require immediate support, so flexibility with work hours is desired. May need to provide support during specific events and/or issues, such as cut-over weekends[BT1] . Due to role supporting Production, all deadlines and/or timelines must be fulfilled as defined/committed. Responsibilities as part of this role will include: General Installation/Infrastructure Support: Document installations, including: project servers, IP addresses, Change Requests, associated databases, non-standard user accounts, passwords and any additional server information required. Provide information to team members regarding[BT2] outages for installations and upgrades (including completion and availability). Support installation and administration of databases and applications[BT3] . Support administration of infrastructure installation and supporting applications (MS Office, Adobe, updates, upgrades and patching[BT4] ). Support Citrix administration, troubleshooting, and coordination[BT5] . Ensure information is shared among team members regarding steps and dependencies within installation processes. Test installations and configurations, post-installation changes, edits and database exports. Test each published icon after installation. Test non-system infrastructure changes (patches, edits, applications and upgrades). Application Support: Troubleshoot installations, application issues, and configurations. Assist project teams testing new releases or patches. Contribute, as needed, to other global documentation, including but not limited to: Design/Architecture, Test Summary Report, Validation Plans and/or Reports. Actively participate in development and maintenance of teams knowledge database, including Guidelines and FAQs. Provide approval for application-related documentation. Incident/Change Management: Create, manage and process Change Requests and Trouble Tickets (Incident/Change Management) for application-related issues, changes and associated activities[BT6] . Produce notes and supporting documentation for record keeping and data stewardship responsibilities. Provide approvals to complete appropriate requests. End User Training and Communication: Provide application icons to team members[BT7] . Provide links to resources (e.g., Citrix neighborhoods[BT8] ). Provide training on application modules and functionality. Provide training on non-application modules and/or functionality. Author tutorials for end user task training, as needed. Soft Skill Requirements: Keen attention to instructions and details Ability to manage workload and priorities, including assessing incoming items and re-prioritizing tasks as needed Organized individual with strong note taking and documentation skills. Proactive communicator, capable of leading discussion and driving follow-up with customers, other third parties, international team members and end users as needed. Quick learner with capability to pick up new technologies quickly. Independent individual who works well autonomously and also in collaboration within a group setting. Position Requirements: Operational experience in Microsoft Windows Ecosystem SQL Networking Skills
