Global Application Support Analyst Manufacturing

Rexam is a leading global beverage can maker. We make beverage cans for many of the world’s favourite brands. Our job is to make those cans as efficiently, profitably and sustainably as possible so that our customers can attract and retain the loyalty of the people who consume their products. This is why, wherever you go in Rexam, you will see a common focus on operational excellence, innovation and safety to meet our customers’ expectations.

This is a customer facing operational support position requiring a strong understanding of the Rexam Business and the impact of incidents or outages on business processes and the subsequent capability of business people to perform their roles. This requires a customer focus ethic, good interpersonal skills and the ability to deal with people at all levels within the business sectors

* The Applications Support Analyst requires visibility of the incident and service request workload within the ITSM ServiceNow tool in order to be able to prioritise the workload within their respective area of responsibility. Proper and correct update of tickets and proactive liaison with team members and ServiceDesk analysts is also crucial to the success of this role. * The Applications Support Analyst has an obligation to fully understand the Incident Management Process, associated SLA’s and ensure that this process along with related IM Standards and Procedures are adhered to within the Support area in order that Business impact is minimised in relation to incidents. * Ensures that incidents and requests are handled according to agreed procedures. Ensures that documentation of the supported components is available and in an appropriate form for those providing support. Creates and maintains support documentation. * Initiates and monitors actions to investigate and resolve problems in systems and services. Assists with the implementation of agreed remedies and preventative measures. * Engages with project management to confirm that products developed meet the acceptance criteria and are to the required standard. Feeds into change management processes. * Investigates operational needs and problems, and opportunities, contributing to the recommendation of improvements in automated and non-automated components of new or changed processes and organisation. Assists in defining acceptance tests for these recommendations. * To communicate the status of incidents and service requests effectively to the user community, in order to positively influence the IM NPS survey process. To be cognizant of the NPS score globally and at a local level in order to be part of service improvement initiatives. * To ensure hand off or escalation of tickets to the relevant resolver group in a timely manner so as not to impact the target SLA’s * To continuously improve the quality of support by : * Identifying and fixing root causes (problem management), * Identifying the preventive actions to keep the applications in operational condition

**Key Skills** * To understand and think about Support on a global basis not only local * Play a part in the integration of this team with the overall IM Global Support function * Play a part in the liaison of this team with the IM EA, Global Support and Project functions * Build proactive and collaborative relationships with 3rd parties * Be focused on the Rexam Core Values * To put forward ideas on continuous improvement measurements for the Applications Support function, including CSFs, KPIs and associated metrics * To understand and think about Support on a global basis not only local * Play a part in the integration of this team with the overall IM Global Support function * Play a part in the liaison of this team with the IM EA, Global Support and Project functions * Build proactive and collaborative relationships with 3rd parties * Be focused on the Rexam Core Values * To put forward ideas on continuous improvement measurements for the Applications Support function, including CSFs, KPIs and associated metrics **Qualification and Experience** * Ideally educated to degree level * Proven business process knowledge of industrial line process production and functional areas, MES and Quality systems * Proven IT infrastructure knowledge, server OS, networks, Citrix * Understanding and knowledge of interfaces and scripting for automated data file processing * Understanding of PLC and OPC operation * Knowledge of Database operation and SQL Query * Ability to own and proactively troubleshoot issues * Ability to work with remote users and colleagues * Ability to learn and adapt quickly * Ability to document known errors and solutions in order to share with peers * Ability to proactively to document and pass on knowledge of simple incidents to allow ServiceDesk Analysts to provide first time resolution * Willingness to travel to support projects * Fluent English