IT Systems Support Analyst

at  Norbrook Laboratories

JOB OVERVIEW

Provide IT systems support through effective incident, service request, problem and change management to end-users at agreed service levels.
Maintain an effective IT operations environment by carrying out planned maintenance and remedial work as needed in accordance with the relevant IT procedures.

· Manage all incidents, problems, service requests and change requests that are allocated to them to the agreed service level.
· Escalate unresolved incidents, problems, service requests and change requests to the Senior IT Systems Support Analyst or IT Support Team Leader.
· Support IT Service Analysts by providing second and third line support and liaising with third parties as needed.
· Support IT systems including but not limited to Microsoft Dynamics CRM, Microsoft SharePoint, Microsoft Access, Microsoft SQL Server, Enterprise Resource Planning, Supply Chain Management, Laboratory Information Management, Manufacturing Execution, Human Resource Management, Finance and Payroll.
· Monitor critical IT services to ensure events are pro-actively managed and service downtime minimized.
· Identify and resolve system support issues following agreed procedures.
· Facilitate service recovery after an incident is reported or identified.
· Use tools to collect agreed service performance statistics and measures.
· Provide advice and guidance to users around IT service use and adoption to ensure positive user outcomes.
· Build a good working knowledge of the IT environment in order to achieve higher levels of ‘first time fix’.
· Develop and maintain support documentation including knowledge base and configuration documentation following agreed procedures.
· Review and monitor IT service performance and make recommendations to improve service performance where appropriate (resourcing, training, procedures, SLA changes, use of tools and automation etc).
· Support service improvement efforts to improve day-to-day service performance and IT responsiveness to end-users.
· Maintain IT infrastructure and systems in accordance with the relevant administration procedures.
· Complete all work in accordance with GxP requirements (GMP, GLP, GCP and GPvP) and any required standards using the appropriate SOPs, methods and tools.
· Any other duties deemed necessary by management.