Job title: Global Systems Support Analyst

Department: IT Operations Systems

Location: Delta Park Fareham or Mountpark Southampton

GLS: T02

Working hours: Double day A shift (Week 1 – 6am to 2pm, Week 2 - 2pm to 10pm) on site role 5 days a week

 

A brighter future awaits you

 

At CooperVision, we’re big on belonging. Everyone’s contribution counts, and that’s why inclusion and diversity are so important. It isn’t just the right thing to do; it’s what makes our company the best it can be. We are committed to creating an inclusive and engaging workplace. Our Employee Resource Groups offer employees to grow within a safe and inclusive space.  So be yourself, whoever you are, and let’s achieve amazing things together.

Job summary – What to expect: 

We have an exciting permanent opportunity to join the IT Operations Systems team as a Global Systems Support Analyst.  You will provide technical support of business-critical Distribution and Packaging systems globally. You will ensure that the different systems and equipment are providing the required service to the Operations teams for optimal productivity and availability. 

During a systems incident, you should be the interface between the Help Desk of the supplier and the operational team to find a resolution, acting as level 2 support. Specifically you will

Run and review daily reports for various groups, including senior management to avoid any service diversion.  Manage global incident queues by prioritization, ensuring resolution within standard SLA times. Author technical documents and knowledge, including system functionality, technical workflows, user guides for global end users and IT teams. Train the employees and operators on the system. Work with the BSA teams testing and developing new development and process improvements. Create monthly KPI reports including incident trending with the goal to improve the global quality service. Propose and ensure the implementation of global operational improvements for process optimization and system performance. Provide support outside normal working hours during business-critical periods, including participation in an on call rotation. Ensure business continuity among the Operational main technologies and equipment (WCS, JDA, ASRS/OSR, other local site picking technology, packaging machines). During major interruptions, escalate issues and drive troubleshooting sessions with related vendors and other IT verticals (Networking, Servers, DBAs) Support operations in key processes in case of resource lacking. Daily follow up on system integration reconciliation issues.

 

 

A full job description is available upon request. 

 

About you:

We are looking for someone who is flexible to work and travel between sites MountPark and Delta Park and you will have experience of the following:

IT - fully familiar with the use of the relevant components of a WMS system, a WCS system, ERP system and packaging systems. Excellent knowledge in database querying with experience in SQL and Oracle environments Training Management – To ensure operators are trained to the quality standard, recording training details appropriately on the Training Record Sheet Change control process – familiar with use of Jira change management software Good Planning & organizing Collaboration Problem solving Decision making

As part of this role you will be on the on-call rota. On call will only be for weekends.  You will receive financials for the on-call rota:  details of these available on request to the recruitment contact. You will receive additional financials for the on-call rota: £125 ‘retainer’ for weekend on-call, £75 addition to cover Bank Holiday support (when Operations are working), £50 for on-site call out and £25 for remote call-out.

What we offer:

You’ll receive competitive compensation and a fantastic benefits package including; 25 days holiday pension scheme, healthcare cover, life assurance, access to our Wellness Platform to support you in mental health and wellbeing, a discounted contact lens scheme and much more!

We are committed to our employees’ personal and professional development and offer extensive training to support your career growth and help every individual to reach their full potential. To help us achieve our goals, we’ll give you everything you need to help you achieve yours. 

We also provide access to LinkedIn Learning to help you develop in you career and grow with CooperVision