Sr. Technical Support Analyst - #2143167

The Asahi Kasei Group operates with a commitment of creating for tomorrow. Our business sectors, Material, Homes, and Health Care, contribute to the development of society by anticipating the changing needs of those around the world. We look for candidates that offer a fresh perspective and a variety of skills to help us achieve our commitment.

We are currently seeking applications to fill the following job opening:

Company:

Asahi Kasei America, Inc.

Job Description:

We are seeking a solution focused Sr. Technical Support Analyst to join our Global IT Asahi Kasei group at Bionique in the beautiful Saranac Lake, NY. This position will begin as an Operational Technology (OT) Technician. It will evolve into a role supporting the OT environment as well as the IT environment.

You will first learn the OT needs of the location and how they operate. You will work closely with the staff on-site and create documentation to support the technology as the subject matter expert. The OT environment is unique to this company and critical to operations.

As a support analyst, you will install, modify, and make repairs to hardware and software systems in a regulated environment requiring that all operations are conducted in a state of control and provide technical assistance and training to ensure proper computer operation so that end users can accomplish business tasks. You will assign and manage system permissions and solve incidents reported by users, internal IT colleagues, or system alerts, as well as local or global project work. You will also be the IT liaison on-site to assist with the planning and execution of IT needs for this expanding laboratory under construction.

If you enjoy variety, being a trailblazer in a new position and are organized, please apply.

Please note, we will not be providing immigration-related sponsorship now or in the future for this role.

Location: #Hybrid, Saranac Lake, NY

On-site Training M-F first 3-4 Months

After training and with supervisor approval, 3 days in office per week

Business travel: up to 5%

Benefits

• Competitive compensation with bonuses
• Great health benefits
• Paid time off
• Paid company holidays
• Strong company match to 401(k) contributions
• Tuition reimbursement program
• Paid parental leave
  
  

Responsibilities And Duties

Operational Technology (OT)

• Documenting and optimizing Operational Technology (OT) systems that monitor and control business processes across our facilities located in Saranac Lake, NY.
• Responsible for on-site deployment and management of the OT systems through the lifecycle, ensuring adherence to cybersecurity, access management and in accordance with site operational standards (GMP).
• Facilitate communication between the business and IT to ensure adherence to standards and security practices.
• Oversee OT systems and ensure compliance.
• Communicate and coordinate with site management about changes and deployment processes.
• Works in conjunction with Quality Assurance to support the validation activities associated with OT to ensure compliance with applicable current Good Manufacturing Practice (GMP) regulations, corporate policies, and site Standard Operating Procedures (SOP)
• Ensure that Operational Technology (OT) remains in a consistent state of control in compliance with applicable regulatory and site standards.
  
  

Service Desk

• Primarily support users of the local business.
• Support remote locations as assigned.
• Take a lead role in the planning and execution of the IT environment with coordination of International IT management.
• Prioritize incoming incidents, requests, problems, and tasks to give realistic and reliable dates to the requestor.
• Analyze, monitor, and resolve those incidents, requests, problems, and tasks.
• Escalate when required to the appropriate global group or external vendor/customer.
• Track all steps through to final resolution in the ITSM system for traceability.
• Document resolution in the knowledge base when relevant.
• Follow up with the requestor to confirm the resolution provided.
• On-site support may require business travel to other locations.
• Will work on-site a minimum of 3 days/week.
• Accomplish tasks independently and be able to follow complex procedures
  
  

Global work

• Co-work with other support members located globally.
• Work globally in teams to provide/establish global standards.
• Coordinate local/global IT project tasks with global IT team.
• Evaluate resolutions and find ways to prevent future issues (root cause analysis).
• Onboarding and training of new IT Support staff.
• Coordinate projects.
  
  

Business liaison

• Continuously looking for improvement in IT-related areas to increase business efficiency.
• Prepare site notices, user guides and training to inform users about IT topics.
• Serve as the IT representative at the local site by regularly communicating with users.
  
  

IT Asset Management

• Follow local purchase order processes to acquire OT/IT assets.
• Provide local site OT/IT budget forecast proposal (capital and expense) including monitoring and documentation.
  
  

Qualifications / Requirements

Technical competencies

• Working knowledge of Microsoft 365 Admin tools.
• Intune or mobile device management systems.
• Service Now or other ticketing system experience required.
• PC imaging experience required.
• Basic problem-solving, analytical, and logical-approaching skills.
• Active Directory experience is a plus.
• LIMS and CRM experience is a plus.
  
  

Education /Experience

• Associates degree plus 2+ years’ experience – or -- 4+ years of relevant IT/OT support work experience.
• Experience at a manufacturing plant is a plus.
• Experience in high compliance industries (GMP) is a plus.
  
  

The base compensation range for this role is $32-45 an hour. Base Compensation is influenced by many factors including, but not limited to: time in the role, previous experience, skills, knowledge, performance, work requirements, internal equity, and business / economic conditions. Please keep in mind that the range mentioned above is the full base hourly range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued hourly growth.

As an equal opportunity employer, Asahi Kasei believes a diverse workforce will provide us with the ability to continuously support the changes in the economy, society, and environment.