Tech Support Lead

Requisition ID: 66704

Date: Sep 3, 2024

Location:

Scottsdale, Arizona, US

Department: Digtl & Transfrmtion

Description:

This is a 100% onsite role in Scottsdale, AZ. Candidates applying must be within a 50 mile radius to the job location.

Who We Are:

At West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving and life-enhancing injectable medicines to millions of patients daily, West’s indelible mark on the healthcare industry has just begun. A name started our story. How will yours help write our future?

There’s no better place to join an inclusive community of professionals with opportunities for lifelong learning, growth and development. Supported by benefit programs, we empower the physical, mental, emotional and financial health of our team members and their families.

We believe in giving back to help those in need in the communities where we live and work. And are equally committed to creating a healthier environment and planet through our sustainability efforts.

Job Summary:

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:

• Provide and organize local support for D&T 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.

• Lead troubleshooting and problem determination/resolution for the site.

• 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.

• Participate in local, regional, and global D&T projects and coordinate roll-out of same on local site level.

• Performs other duties as assigned based on business needs/ Utilize and leverage Service Management tools for tracking of workloads for site.

• Professional attitude in maintaining a clean, orderly and safe work area.

• Exemplary behavior in IT security related topics

• Participate in “on-call” support rotation.

• Conforms with and abides by all regulations, policies, work procedures, instruction, and all safety rules.

• Act in accordance with the company’s Guiding Principles and adherence to the corporate Code of Conduct

• Compliance to all local site Environmental, Health and Safety regulations

• Compliance to all local site company policies, procedures, and corporate policies

• Other duties as assigned.

Basic Qualifications:

• Bachelor’s degree or equivalent experience in Computer Science.

• Minimum of 7 years of experience of IT support and / or IT operations, ideally in regulatory manufacturing environment.

• Excellent interpersonal skills and communication skills.

• Strong service orientation.

• Open to change and prepared to drive change.

• Bachelor’s degree or equivalent experience in Computer Science.

• Ability to work on own initiative and to meet strict deadlines.

• Strong project management and coordination skills.

• Experiences in collaboration within international teams.

• Required Language: English.

Preferred Knowledge, Skills and Abilities:

General skills and abilities:

• Has advanced and specialized expertise, typically developed through a combination of job-related training and considerable on-the-job experience.

• Completes assignments and facilitates the work activities of others; may coordinate work beyond own area.

• Proposes improvements to processes.

• Works autonomously within established procedures and practices.

• Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description.

• Support and contribute in Lean Sigma programs and activities towards delivery of the set target

• Able to comply with the company’s safety policy at all times.

• Working knowledge of a manufacturing environment.

Specific skills and abilities:

• Desktop support incl. MS Office Suite

• MS Windows Server administration

• Network technologies/protocols and administration

• Microsoft Active Directory

• Microsoft Office 365

• ITIL Foundation Certification (desired).

Travel Requirements:

• Expected less than 5% of time on local / regional support.

#LI-DJ1

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.