Discover Impactful Work:

Work in a diverse global team delivering high quality support to the PSG user community. This role will require a comprehensive knowledge of both IT and OT environments and how to resolve complex integration issues between them. Both technical and business experience is a must, the candidate must be comfortable communicating on multiple levels and prepared to take ownership in order to drive issues to resolution. The IT/OT landscape is evolving so an appetite to learn is crucial.

A day in the Life:

• Handle and lead all aspects of daily ticket allocation and ticket flow to deliver agreed business service levels

• Support the global PSG user community to deliver an enhanced customer experience

• Translate complex system issues into functional/technical designs for the development team

• Be the facilitator in problem resolution, by proactive behavior and ownership

• Identify internal and external process improvements to either reduce ticket volumes or increase team productivity using PPI principles

• Provide expert knowledge and mentor team members

• Ensure appropriate prioritization of issues with priority on customer impact

• Provide timely and clear communication to the business on high impact issues and their resolution.

• Respond to major issues for the Major Incident Management Team

• Function as a key contact for IT critical issues

• Coordinate relationship with external vendors and internal IT teams

• Build a broad knowledge and network of IT support related processes and teams within Thermo Fisher.

• Understand and abide by IT and Quality governance

Tool & Technology Skills

• GMP experience and/or experience deploying, maintaining, and developing validated systems in regulated healthcare environments preferred
• IT experience in both manufacturing and regulatory environment preferred.
• Windows and/or Linux systems administration and/or network device management
• Understanding of Configuration Management in IT (CMDB) and/or Industrial automation systems is a plus
• Ability to troubleshoot, diagnose, and resolve issues on PC’s, network, infrastructure, and 3rd party applications supported by Corporate Infrastructure and Security and engage functional teams as needed
• Ability to provide smart hands support and remotely direct someone providing smart hands support for computer rooms, IDF’s, MDF’s and physical equipment such as servers, switches, routers, printers.
• PC / Laptop installation, configuration(imaging) and Break fix
• Making recommendations to Client Engineering and Device Management teams for enhanced configurations of PC’s / Laptops

Keys to Success:

• Familiarity with ISA/IEC 62443, ISA 95, ISA99

• Broad Technical knowledge

• Able to communicate fluently in spoken and written English

• Demonstrable experience in:

  • Providing support in Regulated environments

  • CFR 21 Part 11 requirements

  • An understanding or ability to code and a desire to develop further knowledge

  • Service Now ticket management tool

• Solid understanding of:

  • deployment and support of OT systems in a global GXP regulated manufacturing environment

• Service delivery / ITIL

• System and software quality assurance best practices and methodologies

• Ability to understand and explain IT solutions and issues to a non-technical audience

• Excellent decision making and problem solving skills

• Effective written and verbal communication skills

• Ability to work under own supervision and to be able to prioritize tasks

• Adaptable and flexible to changing demands

• Solid grasp of the Organization goals and objectives

• Knowledge of applicable data privacy practices and laws

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.