IT Systems Support Analyst

Job ref: ITSSA240125 Job type: Permanent Location: Newry Closing date: Friday 07 Feb 2025 17:00 Main Duties Manage incidents, problems, service requests and change requests that are allocated to them to the agreed service level. Escalate unresolved incidents, problems, service requests change requests to the Senior IT Systems Support Analyst or IT Support Team Leader. Support IT Service Analysts by providing second and third line support and liaising with third parties as needed. Support IT systems including Microsoft Dynamics CRM, Microsoft SharePoint, Microsoft Access, Microsoft SQL Server, Enterprise Resource Planning, Supply Chain Management, Laboratory Information Management, Manufacturing Execution, Human Resource Management, Finance and Payroll. Monitor critical IT services to ensure events are pro-actively managed and service downtime minimized. Identify and resolve system support issues following agreed procedures. Facilitate service recovery after an incident is reported or identified. Use tools to collect agreed service performance statistics and measures. Provide advice/ guidance to users around IT service use and adoption to ensure positive user outcomes. Build working knowledge of the IT environment in order to achieve higher levels of first time fix'. Develop and maintain support documentation including knowledge base and configuration documentation following agreed procedures. Support service improvement efforts to improve service performance and IT responsiveness to end-users. Maintain IT infrastructure and systems in accordance with the relevant administration procedures. Complete all work in accordance with GxP requirements (GMP, GLP, GCP and GPvP) and required standards using the appropriate SOPs, methods and tools. Any other duties deemed necessary by management. Essential Criteria: BSC in Computer Science, Information Technology or related subject(s) or equivalent work experience. Typically 2-3 years working in an IT Service Analyst role. Proven experience in implementing, customizing, and managing Microsoft Dynamics CRM solutions to enhance business processes and improve customer engagement. Demonstrated expertise in developing, deploying, and maintaining Power BI reports and dashboards to provide actionable insights and support data-driven decision-making. 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. Good MS-Office (Word / Excel / Project /) and MS-SharePoint proficiency. Desirable Criteria: Proven experience with QlikView: Demonstrated ability to develop, implement, and maintain QlikView applications, including data modeling, dashboard creation, and report generation. ITSM / ITIL Foundation or Practitioner Certified (or equivalent). Experience working in a regulated environment. 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 are unable to sponsor or take over sponsorship of a Visa at this time. RECRUITMENT AGENCIES PLEASE NOTE: Norbrook will only accept applications from agencies/business partners that have been invited to work on this role by our Recruitment team. Speculative candidate CV's received or submitted directly to Hiring Managers or other employees in Norbrook will be considered unsolicited and no fee will be applicable. To Apply Please forward your CV via the APPLY Now button below.