Analyst, Applications Support, Manufacturing Applications (On-Site) | Primient
About the RoleThe Analyst, Applications Support, Manufacturing Applications provides hands-on, day-to-day support for plant-critical applications and connected operational technology at an assigned manufacturing location. The role partners directly with Operations, Maintenance, Engineering, Quality, Supply Chain, Infrastructure, Cybersecurity, and vendors to restore service quickly, prevent recurring issues, and improve system reliability. The Analyst follows ITIL practices for Incident, Problem, Change, and Release Management; maintains support documentation and audit evidence; and participates in lifecycle planning for manufacturing applications, interfaces, servers, workstations, scanners, printers, and other plant-floor technology
Key responsibilities:
- On-Site Application Support: Provide visible, hands-on support for manufacturing applications and plant-floor users across shifts; triage issues, restore service, and escalate when needed.
- Critical Incident Response: Respond to production-impacting incidents, coordinate technical teams and vendors, communicate status, and support recovery while following site safety requirements.
- Monitor and Improve Reliability: Monitor application health, jobs, interfaces, services, and infrastructure dependencies; identify trends and drive corrective actions to reduce downtime.
- Troubleshooting and Root Cause Analysis: Diagnose issues across applications, databases, Windows services, integrations, networks, scanners, label printers, and connected devices; document root cause and prevention actions.
- Upgrades, Patching, and Vulnerability Remediation: Plan and support application upgrades, Plant scheduled outages, Windows patching, testing, validation, change implementation, and post-change monitoring.
- Integration and Data Flow Support: Support interfaces between manufacturing and enterprise systems, validate transactions, resolve failed messages, and protect data integrity.•Business and Project Partnership: Work with plant Operations, Maintenance, Engineering, Quality, Supply Chain, and IT teams to prioritize demand, support projects, and improve workflows.
- Vendor and Service Management: Coordinate vendor support, track SLA performance, manage escalations, and ensure knowledge is transferred to internal teams.
- Documentation, Audit, and Compliance: Maintain runbooks, SOPs, application inventories, recovery procedures, change records, and audit evidence in accordance with company standards.
- Safety and Continuous Improvement: Perform all work in accordance with site safety practices and identify automation, standardization, and lifecycle improvements for supported applications.
Knowledge
- Manufacturing and plant operations, production workflows, and operational priorities
- Application support, Windows operating systems and services, databases, integrations, and job monitoring
- Plant-floor technologies such as industrial workstations, handheld scanners, label printers, and network-connected devices
- ITIL and IT Service Management fundamentals, including Incident, Problem, Change, and Release Management
- Cybersecurity, vulnerability remediation, access controls, backup/recovery, audit, and compliance fundamentals
Skills
- Application troubleshooting, incident coordination, root cause analysis, and problem solving
- Log analysis, SQL/database queries, interface monitoring, and basic scripting or automation
- Clear communication with plant users, technical teams, leaders, and external vendors
- Creation and maintenance of SOPs, runbooks, support documentation, and technical knowledge articles
- Ability to prioritize production-impacting work, manage competing demands, and work independently on site
About You
Required and Preferred Education/Certification
- Bachelor’s degree in IT, Computer Science, Engineering, or a related field preferred
- Two- or four-year technical degree or equivalent relevant experience preferred
- ITIL Foundation or relevant technical certifications preferred
Required and Preferred Work Experience
- Minimum of 2 years of application support or systems support experience preferred
- Experience supporting manufacturing, plant operations, warehouse, or other 24x7 operational environments preferred
- Experience with an ITSM platform such as ServiceNow and formal incident/change processes preferred
- Experience coordinating vendors and cross-functional teams in a matrixed organization preferred
- Ability to provide planned off-hours support and participate in an on-call rotation for critical incidents
Total RewardsThe annual pay range estimated for this position is $87,822.40 - $109,778.00 and is bonus eligible.
Please note that while this range reflects the full spectrum of compensation available for this role, individual compensation will be determined based on several factors including your experience, skills, and alignment with the role's responsibilities.During the interview process there will be an opportunity to discuss how your background fits into the pay range.
We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:
Competitive Pay
Multiple Healthcare plan choices
Dental and vision insurance
A 401(k) plan with company and matching contributions
Short- and Long-Term Disability
Life, AD&D, and Voluntary Insurance plans
Paid holidays & vacation
Floating days off
Parental leave for new parents
Employee resource groups
Learning & development programs
Fun culture where you have an opportunity in shaping our future
