Job ref: SITSSA030325 Job type: Permanent Location: Newry Closing date: Tuesday 18 Mar 2025 17:00 Main Activities/Tasks Ensure all incidents, problems, service requests and change requests associated with their service delivery domain are managed to the agreed service level. Escalate unresolved incidents, problems, service requests and change requests to the IT Service Delivery Mgr. Support the IT Systems Support Analysts and IT Service Analysts by providing second and third line support and liaising with third parties as needed. Ensure all critical IT services are monitored to ensure events are pro-actively managed and service downtime minimized. Ensure all systems support issues are resolved following agreed procedures. 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'. Ensure support documentation including knowledge base and configuration documentation is developed and maintained 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). Pro-actively lead service improvement efforts to improve day-to-day service performance and IT responsiveness to end-users. Manage the development and implementation of new IT systems and the successful delivery of technical changes and enhancements to the existing IT systems. Attend change control and demand review meetings where appropriate to manage dependencies associated with their systems development domain(s). Complete all work in accordance with GxP requirements (GMP, GLP, GCP and GPvP) and any required standards using the appropriate SOPs, methods and tools. Essential Criteria: BSC in Computer Science, Information Technology or related subject(s) or equivalent work experience. Typically 10 Yrs experience in multiple IT areas with 5-7 years experience in systems support or systems development. Experience working in a manufacturing or pharmaceutical environment. Experience working with third party IT service providers. Demonstrates a systematic, disciplined and analytical approach to problem solving. Demonstrates excellent inter-personal skills and confidence dealing with end-users. Demonstrates a high level of responsibility and ownership of technical and customer service issues. Knowledge of RPG, MS-Access, MS-SQL, .Net, or Qlikview systems development technologies. Good communication, time management and organisational skills. Good MS-Office (Word / Excel / Project /) and MS-Sharepoint proficiency. Desirable Criteria: TOGAF / Zachman Foundation Certified or equivalent. ITSM / ITIL Foundation Certified or equivalent. PRINCE / PMP Foundation Certified or equivalent. Experience working in a regulated environment. Knowledge of Microsoft Server Platforms, Active Directory, MS Exchange, LAN/WAN Administration and MS-Access. Knowledge of virtualisation technologies (VMWare / Citrix ZenApp). Knowledge of backup technologies (Symantec BackupExec / Veem). Knowledge of CRM, SCM, ERP, MES or LIMS systems. Additional Information: Applicants should be able to provide proof that they have a right to work in the UK at the time of their application. Applicants who are unable to provide this proof will not be considered. We regret that applications received after the closing date and time will not be accepted. We are unable to sponsor or take over sponsorship of a Visa. To Apply Please forward your CV via the APPLY Now button below.