Vacancy: Manufacturing Support Analyst
Location: Skopje, North Macedonia
Johnson Matthey IT (JM IT) is Johnson Matthey’s global IT function responsible for ensuring that our IT capabilities are not only able to support and integrate technologies but can also offer insight into future IT tools that could provide us with a competitive edge and improved operating efficiencies.
Manufacturing Support Analyst is responsible for ensuring the seamless operation of manufacturing applications by providing timely and effective technical support to users and stakeholders. This involves troubleshooting and resolving incidents, fulfilling service requests, and maintaining a high level of system
availability. Person in this role will collaborate with various teams to deliver exceptional customer service and contribute to the overall success of the organization.
availability. Person in this role will collaborate with various teams to deliver exceptional customer service and contribute to the overall success of the organization.
Main responsibilities:
- Providing comprehensive application support for a portfolio of manufacturing applications including MES, Quality, CMMS/PM, and Inventory systems.
- Maintaining accurate and up-to-date application master data to ensure system integrity and data quality, in response to user requests.
- Collaborating with business users to understand their requirements and provide effective solutions.
- Delivering exceptional second-level support to resolve incidents and service requests within agreed service level agreements (SLAs).
- Conducting thorough incident investigations to identify root causes and implement corrective actions. In addition, proactively identifying and addressing potential issues through problem management activities.
- Continuously analysing support metrics to identify trends and opportunities for improvement. In addition, implementing process enhancements to improve support efficiency and effectiveness.
- Building strong relationships with business users to foster trust and confidence. Also, conducting user training and knowledge transfer sessions as required.
- Maintaining comprehensive and up-to-date documentation for applications, processes, and procedures.
Requirements for the role:
- Strong understanding of IT systems, networks, and software applications.
- In-depth understanding of supported applications (MES, Quality, CMMS/PM, Inventory).
- Proficiency in ticketing systems, remote support tools, and IT service management frameworks (e.g., ITIL).
- Proven track record of delivering excellent customer service. In addition, experience in supporting the orientation and training of end users across key business processes.
- Excellent analytical and problem-solving abilities to diagnose and resolve issues efficiently.
- Strong organizational skills to prioritize tasks and manage multiple requests.
- Ability to accurately document incidents, solutions, and knowledge base articles.
- Knowledge of manufacturing processes and industry best practices.
- Fluency in English, both written and spoken.
- Working with and following the ITIL Framework and/or basic scripting knowledge (e.g., PowerShell, Python) for automation would be considered an advantage.
How you will be rewarded:
- Competitive salary
- Private health insurance
- Discretionary annual bonuses & salary reviews
- Incentivized referral bonus program
- Hybrid working
- Team building events
- Professional development budget (Certifications, e-learning platforms and conferences)
- Psychological Health Support Program (Elements and other wellbeing initiatives)
How to apply:
If you have the necessary skills and experience to join our team and you would like to apply, please click the
link below: https://matthey.wd3.myworkdayjobs.com/Ext_Career_Site/job/Skopje---MK/Manufacturing-Support-Analyst_R-011417-1
Closing date for applications: 24 th September 2024
Johnson Matthey Plc is an equal opportunities employer and positively encourages applications from suitably qualified and
eligible candidates regardless of sex, race, disability, age, sexual orientation, marriage or civil partnership, pregnancy or
maternity, religion or belief.
eligible candidates regardless of sex, race, disability, age, sexual orientation, marriage or civil partnership, pregnancy or
maternity, religion or belief.
