Fareham, Hampshire, United Kingdom (On-site)

Job Description

THIS OPPORTUNITY IS OPEN TO INTERNAL CANDIDATES ONLY

Job title: Global Systems Support Analyst

Department: CVI IT Operations Systems

Location: Delta Park (with occasional travel to Mountpark)

GLS: T02

Working hours: A Shift (Double Day A - Rotating 5.45am-13.45pm/2pm-10pm). On-Call Eligible

A brighter future awaits you

CooperVision is one of the world’s leading manufacturers of soft contact lenses with a presence in over 100 countries. Being part of CooperVision means helping improve the way people see each day. It’s more than making contact lenses, it’s about giving lens wearers freedom and confidence to move about their daily lives. We’re all about bright futures - for our people and those who wear our contact lenses.

Job summary - What to expect:

As a Global Systems Support Analyst within our IT Operations Systems department, you will provide technical support of business critical Distribution and Packaging systems globally. You will ensure that the different systems and equipment are providing the required service to the Operations teams for optimal productivity and availability, and be the interface between the Help Desk of the supplier and the operational team to find a resolution in the case of a Systems Incident, acting as level 2 support.

Your responsibilities will include:

• Running and reviewing daily reports for various groups, including senior management to avoid any service diversion.
• Managing global incident queues by prioritization, ensuring resolution within standard SLA times.
• Writing technical documents and demonstrating knowledge, including system functionality, technical workflows, user guides for global end users and IT teams.
• Training the employees and operators on the system.
• Working with the BSA teams testing and developing new development and process improvements.
• Creating monthly KPI reports including incident trending with the goal to improve the global quality service.
• Proposing and ensuring the implementation of global operational improvements for process optimization and system performance.
• Providing support outside normal working hours during business critical periods, including participation in an on call rotation.
• Ensuring business continuity among the Operational main technologies and equipment (WCS, JDA, ASRS/OSR, other local site picking technology, packaging machines).
• During major interruptions, escalating issues and driving troubleshooting sessions with related vendors and other IT verticals (Networking, Servers, DBAs).

About you:

We are looking for someone with:

• Results orientation
• Problem solving abilities
• Accountability

Experience & Education:

• Information Technology understanding - needs to be fully familiar with the use of the relevant components of a WMS system, a WCS system, ERP system and packaging systems.
• Excellent knowledge in database querying with experience in SQL and Oracle environments.
• Record Management skills - to maintain all departmental records and forms in compliance with quality system.
• Training Management skills - to ensure operators are trained to the quality standard, recording training details appropriately on the Training Record Sheet.
• Change control process understanding - use of Jira change management software.
• Fluency in English essential. French language skills could also be helpful, but are not required.

What we offer:

You’ll receive competitive compensation and a fantastic benefits package including 22 days holiday, pension scheme, healthcare cover, life assurance, access to our Wellness Platform to support you in mental health and wellbeing, a discounted contact lens scheme and much more!

We are committed to our employees’ personal and professional development and offer extensive training to support your career growth and help every individual to reach their full potential. To help us achieve our goals, we’ll give you everything you need to help you achieve yours.

We also provide access to LinkedIn Learning to help you develop in your career and grow with CooperVision.

What you can expect:

As a CooperVision employee, you’ll be welcomed into a diverse and progressive global business. We appreciate how important fostering an inclusive culture is and how different perspectives add value and contribute to our success.

All suitably qualified applicants will receive equal consideration and opportunities from CooperVision.