Princes Group
Manufacturing Systems 3rd Line Support Analyst
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Role Description
The Manufacturing Systems Team work closely with Group Manufacturing, Group Engineering, Group IT and Site Project Teams to deliver and support the manufacturing vision set out in the Princes Manufacturing Systems Strategy through delivery and support of appropriate manufacturing systems, equipment and technology.
The role of the Manufacturing System 3rd Line Support Analyst is to provide 3rd line support for the Princes Manufacturing System Solutions across all of the Princes Food and Drinks manufacturing sites.
The primary function of this role will involve receiving, investigating, documenting, and resolving manufacturing systems issues in line with agreed Service Level Agreements. Liaising with other team members, IT Service Desk, 3rd party suppliers and the customer to analyse incidents, conduct Root Cause Analysis, resolve issues and identify areas for improvement.
Dimensions
- Providing 3rd Line support for manufacturing systems across 15 sites operating across various shift patterns 24/7
- Liaising with Princes Internal IT and 3rd Party organisations responsible for providing support, maintenance and development
- Forms a team of 3 Manufacturing Systems 3rd Line Support Analysts
- Provides 24/7 OOH support on a rota basis
- Provides in hours support between the hours of 7:45 and 18:00 on a rota basis
- The role may require travel and periods away from home
Key Responsibilities
- Provide 3rd line support to the business users of the Princes manufacturing systems, via tickets received through the Group IT Service Desk. These will include Service Requests, Incident and Application Change requests. These will be managed according to the agreed service levels.
- Scope, cost and assess impact/risk on Change Requests for presentation to the Group IT Change Board for effective prioritisation/investment decisions and approval.
- Ensure that changes are implemented following appropriate change management processes and Stakeholders are kept informed.
- Ensure that solutions and fixes are carried out in line with the agreed standards and that application records are completed accordingly
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Escalate and managing unresolved issues to the Solution Developers/ Solution Architects or Systems Integration support partners
- Ensure that incidents, service requests and escalations are accurately documented, managed and brought to timely closure while keeping the customer informed throughout the process.
- Ensure that issue resolutions are documented and communicated to the wider the Princes Service Desk team.
- Follow up with customers and ensure full resolution of issues
- Participate in an on-call out of hours schedule, This role involves 24/7 support services and there will be occasional need of overtime/evenings/weekends
- Analyse data and draft reports that include metrics/KPIs and SLAs
- Identify and suggest potential improvements on procedures and processes
- Communicate feedback or suggestions from customers to the appropriate internal team
- Work with Solutions Developers and Solution Architects to ensure quality documentation and knowledge transfer from the project teams to Manufacturing Systems 3rd Line Support Analysts and Group IT Service Desk.
- To work on projects delivering Manufacturing System Solutions, maintenance, and monitoring in addition to BAU support.
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Role Requirements
Key Requirements
- Communication – Good communication at all levels encountered. Good listener and can create clear and effective documents or other information / email correspondence. Is able to clearly articulate solutions avoiding technical jargon / tailoring the content to the target audience. Keeps line management informed of actions.
- Team Building – Advocates team working and contributes to team objectives. Will readily come to the aid of others either within their immediate team, Group IT or the business, without overshadowing colleagues. Contributes to team objectives.
- Commitment to self-development – Keen to learn new techniques and explore new areas in line with business needs and with guidance from line management. Works with the line manager to propose and agree own objectives and personal development plans in line with business requirements
- Organised – Attention to detail and ability to plan and prioritise and work to deadlines.
- Drive and self-motivation – Self-disciplined and takes ownership. Is able to work unsupervised and can hit targets without being micro managed, and sees jobs through to conclusion.
- Customer focused – Has a positive customer focused attitude to providing solutions in line with real business needs. Is willing to be deployed in other application areas if required to support Group IT or business needs
- Creative problem solver – able to analyse problems and opportunities and determine the most appropriates course of action to resolve
- Decision-making – Contributes to the decision making process. Recommends or makes good judgements when line management is unavailable. Agrees decisions and ways forward with line management when they are available.
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Key Skills & Experience
- BSc/BA in Computer Science, Electrical Engineering, IT or relevant field
- Have knowledge or experience in implementing or supporting Manufacturing Execution Systems and/or SAP (MM/PP/PM/QM/WM)
- Understanding of manufacturing data and processes, for example Bills of Materials, Routings, production orders.
- Understanding of manufacturing system/database architecture and integration automation (e.g. PLCs) and other applications
- Experience working in an IT support/help desk services, preferably with experience in providing application maintenance support
- Proficiency with ITSM and ITIL frameworks, familiarity with incident, problem, change and knowledge management
- Experience in Software programming languages (e.g. SQL, HTML, XML, C, C#, C++, VB)
- Experience in Software installations and implementation
- Experience in Database maintenance and monitoring
Benefits
- 25 Days Annual Leave, Plus Your Birthday Off!
- 14.5% - 5% Employee Opt In / 9.5% Employer
- Hybrid & Flexible Working - 4 Days in Office / 1 Day WFH
- Flexible Holiday Option - Buy 5 Additional Days
- Enhanced Family Friendly & Carers Policies
- Critical Illness Cover
- Learning & Development Opportunities
- Corporate Incentive Scheme (company based performance).
Country
United Kingdom
Location
Bradford
Business Area
Finance
Workplace Type
Hybrid
About Princes
The Princes Group has over 7,000 employees with offices and production sites in the UK, Netherlands, Italy, Poland, France and Mauritius. Princes manufactures 350 different food and drink products responsibly sourced and enjoyed by consumers every day. None of this would be possible without striving to be an employer of choice, where our colleagues are proud to represent our business.
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