Technical Support Analyst

Company: BCforward
Location: Durham
Posted on: January 27, 2023

Job Description:

BCforward is seeking an experienced Tier 1 Support Analyst for our Pharmaceutical client in Durham, North Carolina.
Summary:
The Tier I Support Analyst is accountable for delivering technical expertise in alignment with local systems and processes for a local manufacturing IT support function with primary focus on Manufacturing Execution Systems. The Support Analyst coordinates the incident and problem management process, starting with customer-facing communication and service responsiveness, to root cause analysis and issue resolution on an as-needed basis, in addition to performing security administration tasks for local systems, as well as supporting project delivery with additional assignments such as testing and/or documentation creation or review.
Duties and Responsibilities:

• Review and understand with capability to execute activities as designed and documented in support standard operating procedures with appropriate level of detail and critical thinking applied to task(s), including examples such as un-locking workflows, resolving printer setup issues, etc.
• Execute basic system configuration changes (changes to pick lists, local master data, etc.) including before and after screen shot of change and 2nd person verification of change.
• Support interface monitoring messages and errors, working with technical experts to resolve and re-send appropriate messages/information as needed.
• Provide Help Desk support for user access and system/security access management processes, maintenance, and risk-management for day-to-day support activities as well as other scheduled security processes, such as the Access Roster Review cycle completed several times annually. This function includes working with end users to establish appropriate role levels and training requirements, administering security forms, verifying training, and initiating and/or provisioning the account administration processes required.
• Monitor queue, pagers, cell phones to manage the incident and problem management processes.
• Create tickets in the incident/problem management system(s) when reported by the client (but not auto-generated) for resolution and metrics tracking purposes.
• Diligently document activities and update tickets pertaining to issue resolution status, activities and tasks completed in support of resolution, and communication to end user or customer to ensure the ticket accurately reflects these details.
• Provide support for on-going enhancement of service delivery capabilities, including creation and maintenance of Knowledge Base articles/documents, Distribution lists, SharePoint sites, metrics logging, training completion, etc.
  Technical Skills:
  
  • Expert: Windows, MS Office, Terminal Services Manager, Remote Desktop Protocol (RDP), unc (Uniform Naming Convention), command line, printer installation and set-up (software only), Print drivers, and Print permissions.
  • Advanced: Security and Networking technologies, VNC, IP, Microsoft Outlook, and Adobe.
  • Intermediate: VMware, PDF, Batch scripting, Process Lasso, WINsco, Remedy, Group Policy, Citrix XenApp 6.5, 4.5 and associated methods,
  • Novice: SQL.
  • Preferred: XML, Oracle
    Experience:
    Prior experience in Manufacturing environment (preferably Pharma) with understanding of criticality of aligning to Good Manufacturing Practices in support of the organization and its assets (Desired). Demonstrated experience executing tasks against work instructions and SOPs (Required). IT Ticketing system experience, preferably ServiceNow.
    Schedule Availability:
    
    • Standard 40 hour work week in alignment with assigned shift with willingness and availability to participate in 24 hour on-call support (remote) on weekends. During M-F, the shift schedule may range from 6AM - 3PM or Noon-8PM. Additionally, the On-call Schedule is developed on quarterly basis in a rotation with other team members. Back-up support may be required for the Night shift on an as-needed basis.
      Soft Skills:
      
      • Keen attention to instructions and details within procedural documentation and execution pathways.
      • 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.
      • Team-player with effective self-management and problem-solving abilities.
      • Excellent oral and written communication skills.
      • Ability to accomplish results through others, particularly by establishing relationships, and being an effective team member or business partner.
        Education and Qualifications:
        • Bachelors degree or equivalent experience.
        • Experience in a regulated environment
        • ITIL Foundations Certification
        • MS and Windows OS certifications
        • Cisco, Oracle, Citrix, VMware, SQL Certifications (nice to have)

Keywords: BCforward, Durham , Technical Support Analyst, Professions , Durham, North Carolina