Job Purpose:
Performs professional duties related to analyzing, developing, maintaining, and administering computer hardware and software systems to meet business needs. The analyst may perform any of the following functions: analyze, design, monitor, and administer servers and related platforms; design, maintain, configure, and monitor network and telecommunications infrastructures and associated system components; consult with departmental customers to identify and analyze business functions that can be improved by the implementation of new hardware and/or software solutions; designs and develops custom applications and/or enhances/modifies existing applications; performs professional-level systems maintenance and customer support duties; and performs other related duties as assigned.
Key Responsibilities and Duties:
- Communication Skills: Excellent communication skills are essential.
- Functional Support: Provide functional support for business systems, acting as a business process expert and liaison for IT OPS, departments, plants, and end-user communities.
- Technical Support: Provide all levels of technical support in critical production support issues, interacting with IT OPS, internal customers, vendors, developers, and engineers.
- Requirements Gathering: Coordinate, gather, and investigate requirements for assigned projects.
- Collaboration: Partner with infrastructure, applications, and customer development teams to define requirements for application development.
- Strategy Building: Participate in building a strategy for using new and existing information systems.
- Troubleshooting: Utilize strong analytical and troubleshooting skills to diagnose and resolve hardware, software, internet, configurations, or other system issues.
- Escalation: Escalate problems to IT leaders as appropriate.
- Customer Support: Support the IT OPS department with tickets and serve as a key player in meeting customer needs via ticketing systems or ad hoc problems via teams or voice calls.
Functional Skills Required:
- General operations, services, concepts, terms, and activities every day to a comprehensive, state-of-the-art information systems program.
- Principals, methods, and techniques used in designing, developing, testing, and implementing computer hardware and software systems.
- Data processing techniques, including the types of hardware and software currently used to process data with different levels of complexity.
- Structured analysis and database concepts.
- Computer hardware and software systems, including operations technology/industrial like those used by Manufacturing companies.
- Tools and equipment used in testing the functionality of computer applications.
- Principles and practices for troubleshooting computer hardware, software, and network
- Principles and practices of customer service.
- Methods and techniques of developing and presenting technical documentation and training materials.
- M365 / E5 best practices and administration.
- Knowledge of common information security issues, threats, vulnerabilities, and attacks and an awareness of tools and processes for prevention.
Experience and Educational Qualifications:
- Bachelor’s Degree and/or equivalent experience.
- Five years of experience with Microsoft infrastructure systems
- Project management experience desired.
- Understanding of financial modules.
- Exposure to Operational Technology systems and support packages.
- Strong proven record using M365 applications.
- Strong MS Azure experience.
- MS Advanced Domain and Architecture experience.
Abilities Required:
- Excellent communication skills.
- Proven project lead/management experience.
- Experience with the implementation and support of purchased software.
- Experience with the implementation of custom-developed software.
- Ability to work onsite promptly and regularly.
- Ability to take direction and work well with others.
- Ability to work under the stress of deadlines.
- Ability to concentrate and perform accurately.
- Ability to react to change productively and handle other tasks as assigned.
