Senior Support Analyst - Illkirch-Graffenstaden, France - Thermo Fisher Scientific

Thermo Fisher Scientific
Thermo Fisher Scientific
Entreprise vérifiée
Illkirch-Graffenstaden, France

il y a 1 mois

Sophie Dupont

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Sophie Dupont

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Description

When you're part of Thermo Fisher Scientific, you'll do challenging work, and join a team that values performance, quality and innovation.

As part of a successful, growing global organization you will be encouraged to perform at your best.

With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world.


Discover Impactful Work:


A day in the Life:


  • Handle and lead all aspects of daily ticket allocation and ticket flow to deliver agreed business service levels
  • 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.
  • Raise major issues for RSD EU to 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 globally
  • Understand and abide by IT governance

Keys to Success:


  • IBM AS400 / Power System i / iSeries experience
  • Broad Technical knowledge
  • Able to communicate fluently in spoken and written English
  • Demonstrable experience in:
  • ERP Applications
  • Data analysis supported by strong SQL skills
  • An understanding or ability to code and a desire to develop further knowledge
  • EDI standards and processes, preferably with some experience with Web Methods
  • Service Now ticket management tool
  • Solid understanding of:
  • ERP systems in a supplychain environment e.g. Forms, Interfaces, Data Warehouse and Business Intelligence
  • RSD and the wider Thermo Fisher business functions and processes for customer service, supply chain planning, distribution, compliance and finance.
  • Service delivery / ITIL
  • System and software quality assurance best practices and methodologies
  • Database design and data management
  • Ability to understand and explain IT solutions and issues to a nontechnical 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 prioritise tasks
  • Adaptable and flexible to changing demands
  • Solid grasp of the Organisation 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.
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