Hybrid Manufacturing Systems 3rd Line Support Analyst

PRINCES; Bradford; Hybrid; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Hybrid working

25 Days Annual Leave

Birthday off

Flexible Holiday Option

Learning & Development Opportunities

Job summary

Princes is seeking a Manufacturing Systems 3rd Line Support Analyst to provide advanced support across 15 sites and collaborate with IT and manufacturing teams. The role involves investigating incidents, root cause analysis, and implementing improvements within service levels.

The role requires a BSc/BA in a relevant field, strong communication, and experience with manufacturing systems, SAP/MM/PP/QM/QM and ITIL processes.

Qualifications

• Must have good communication at all levels and be able to document clearly.
• Actively participate in a team-focused IT environment and support groups.
• Willingness to learn and develop in line with business needs.
• Organised with attention to detail and ability to prioritise.
• Self-motivated and capable of working without close supervision.
• Customer-focused delivery of manufacturing system solutions.
• Able to analyse problems and propose effective solutions.
• Able to contribute to decision-making processes when needed.

Responsibilities

• Provide 3rd line support for Princes manufacturing systems via Group IT Service Desk tickets.
• Assess change requests for impact, risk and prioritisation with the Change Board.
• Ensure changes follow standard processes and maintain records.
• Troubleshoot remotely and document resolutions for knowledge transfer.
• Escalate unresolved issues to developers/architects or external partners.
• Document incidents and requests accurately and close them with customer updates.
• Work on on-call rota for 24/7 support and occasional overtime.
• Analyze data, draft KPI/SLAs reports, and identify process improvements.
• Collaborate with project teams to deliver system solutions and BAU support.

Skills

Communication

Team Building

Self-development

Organised

Drive/Motivation

Customer Focus

Creative problem solver

Decision-making

Education

BSc/BA in CS/Engineering/IT

Tools

SQL

HTML

XML

C

C#

C++

VB

Job description

Princes is seeking a Manufacturing Systems 3rd Line Support Analyst to provide advanced support across 15 sites and collaborate with IT and manufacturing teams. The role involves investigating incidents, root cause analysis, and implementing improvements within service levels.

The role requires a BSc/BA in a relevant field, strong communication, and experience with manufacturing systems, SAP/MM/PP/QM/QM and ITIL processes.