Job Summary
:
Responsible for aiding the development & delivery of all services classified as Manufacturing Network and Digital Support for Company operations for the assigned sites. Working closely with the regional and global D&T team, the role of the Manufacturing Network and Digital support site team is having responsibility for developing and efficiently operating all aspects of the site’s infrastructure and End User devices in line with corporate guidelines & procedures. Performs duties in line with best D&T practices and applicable regulatory requirements (i.e. cGMP, Computer System Validation, 21 CFR part 11 compliance).
Leading the site’s workload distribution and coordinating with other teams and local management.
Essential Duties and Responsibilities:
1. Provide support for IT systems and End-Users in the facility, including, but not limited to: Shop Floor Systems (SFS), Manufacturing Execution Systems (MES), Enterprise resource planning (ERP), Virtual and Physical servers, LAN/WAN equipment, desktop computers and laptops, communication, and collaboration systems.
2. Work with Site Leadership to ensure all actions related to the Business Support Services are understood, notified and supported correctly.
3. Assist with the management of escalation and communication in case of D&T service outages in the sites
4. Problem determination and resolution through existing procedures but also identifying new ways to resolve unexpected problems.
5. Collaborate with the regional and global D&T organization to maintain the service catalogue and Service level agreements in alignment with global / regional & site-specific IT services
6. Participate in local, regional, and global D&T projects and coordinate roll-out of same on local site level
7. Performs other duties as assigned based on business needs/ Utilize and leverage Service Management tools for tracking of workloads
8. Professional attitude in maintaining a clean, orderly and safe work area
9. Exemplary behavior in IT security related topics
10. Participate in “on-call” support rotation
11. Conforms with and abides by all regulations, policies, work procedures, instruction, and all safety rules
12. Act in accordance with the company’s Guiding Principles and adherence to the corporate Code of Conduct
13. Compliance to all local site Environmental, Health and Safety regulations
14. Compliance to all local site company policies, procedures and corporate policies
15. Other duties as assigned
Basic Qualifications:
16. Bachelor’s degree or equivalent experience in Computer Science
17. Minimum of 5 years of experience of IT support and / or IT operations, ideally in regulatory manufacturing environment
18. Excellent interpersonal skills and communication skills
19. Strong service orientation
20. Open to change and prepared to drive change
21. Ability to work on own initiative and to meet strict deadlines
22. Strong project management and coordination skills
23. Experiences in collaboration within international teams
24. Required Language: English
Preferred Knowledge, Skills and Abilities:
25. Has advanced and specialized expertise, typically developed through a combination of job-related training and considerable on-the-job experience
26. Completes assignments and facilitates the work activities of others; may coordinate work beyond own area
27. Proposes improvements to processes
28. Acts as a lead, coordinating the work of others – but is not a supervisor
29. Works autonomously within established procedures and practices
30. Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description
31. Support and contribute in Lean Sigma programs and activities towards delivery of the set target
32. Able to comply with the company’s safety policy at all times
33. Able to comply with the company’s quality policy at all times.
Specific skills and abilities:
34. Desktop support incl. MS Office Suite
35. MS Windows Server administration
36. Network technologies/protocols and administration
37. Microsoft Active Directory
38. Microsoft Office 365
39. ITIL Foundation Certification (desired)
Travel Requirements:
40. Expected less than 10% of time on local / regional & global business trips
West embraces diversity and equality of opportunity. We foster an environment where all individuals are safe, treated fairly, valued and respected. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, disability status or other applicable legally protected characteristics. Where permitted by law, employment with West Pharmaceutical Services, Inc. or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of post-offer background screening and/or drug screening.