Lead Infrastructure Support Specialist

Senior System Analyst

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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.

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The ideal candidate for this role will be able to follow the team's shared schedule for on-call support, including :

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• Participation within 24/7 On-call model with rotating schedule, may require evening, weekend, holiday work availability.">

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Notice is typically provided but in some instances, issues may arise that require immediate support, so flexibility with work hours is desired.

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May need to provide support during specific events and/or issues, such as cut-over weekends.

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Due to role supporting Production, all deadlines and/or timelines must be fulfilled 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.

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Provide information to team members regarding outages for installations and upgrades (including completion and availability).

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Support installation and administration of databases and applications.

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Support administration of infrastructure installation and supporting applications (MS Office, Adobe, updates, upgrades and patching).

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Support Citrix administration, troubleshooting, and coordination.

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Ensure information is shared among team members regarding steps and dependencies within installation processes.

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Test installations and configurations, post-installation changes, edits and database exports.

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Test each published icon after installation.

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Test non-system infrastructure changes (patches, edits, applications and upgrades).

">Application Support :">

Troubleshoot installations, application issues, and configurations.

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Assist project teams testing new releases or patches.

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Contribute, as needed, to other global documentation, including but not limited to Design/Architecture, Test Summary Report, Validation Plans and/or Reports.

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Actively participate in development and maintenance of teams knowledge database, including Guidelines and FAQs.

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Provide approval for application-related Management :

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Create, manage and process Change Requests and Trouble Tickets (Incident/Change Management) for application-related issues, changes and associated activities.

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Produce notes and supporting documentation for record keeping and data stewardship responsibilities.

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Provide approvals to complete appropriate requests.

">End User Training and Communication :">

Provide application icons to team members.

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Provide links to resources (e.g., Citrix neighborhoods).

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Provide training on application modules and functionality.

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Provide training on non-application modules and/or functionality.

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Author tutorials for end user task training, as needed.

">Soft Skill Requirements :">

Keen attention to instructions and details

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Ability to manage workload and priorities, including assessing incoming items and re-prioritizing tasks as needed

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Organized individual with strong note taking and documentation skills.

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Proactive communicator, capable of leading discussion and driving follow-up with customers, other third parties, international team members and end users as needed.

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Quick learner with capability to pick up new technologies quickly.

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Independent individual who works well autonomously and also in collaboration within a group setting.

">Position Requirements :">

Operational experience in Microsoft Windows Ecosystem

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SQL

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Networking Skills

">Desired Experience :">

Prior experience working in Manufacturing Information Technology/System Administration

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Such as installations, upgrades and etc And stakeholders

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Db admin is very limited.

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We will occasionally install and configure certain parts, but much will be handled by DB team MS Edge and Kepware

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Separate CTX team for many tasks, but we sill need to have enough access and knowledge to clearly define when to involve CTX team While following strict MES manufacturing guidelines

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Manage workflow for new user access requests for MQuEST environments

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Knowledge Articles, documents, and tools ServiceNOWIncident and Change Management

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