Sr. Application Support Lead, Manufacturing Systems | Primient

About the Role

The purpose of the Sr. Analyst, Applications Support Lead role is to oversee the support, performance, and lifecycle management of manufacturing-critical applications across the organization. This includes managing a team of support specialists, coordinating with key stakeholders, and implementing best practices to ensure reliability, efficiency, and alignment of applications with business objectives. The role is responsible for vendor oversight, incident escalation, and adherence to ITIL processes (e.g., Incident, Problem, Change, Release, Capacity, Availability), as well as ensuring audit readiness and compliance. The Applications Support Lead focuses on manufacturing and laboratory applications used by functional teams (e.g. Plant Managers, Plant Maintenance, Quality), partnering closely with business stakeholders to prioritize issues, optimize workflows, and deliver value through improved application performance.

Key responsibilities:

• Provide Application Support: Deliver day-to-day technical support for business and manufacturing software applications.
• Manage Upgrades and Maintenance: Oversee upgrades, vulnerability management, and monthly Windows updates to ensure applications remain current, secure, and high-performing.
• Develop and Maintain Integrations: Support and enhance interfaces to ensure seamless data flow across systems.
• Coordinate Cross-Functional Support: Collaborate with internal teams and assist with project updates, and ongoing support needs across departments.
• Monitor and Optimize System Performance: Assess manufacturing systems for performance and efficiency, identifying opportunities for improvement and optimization.
• Lead Vendor Management: Oversee outsourced vendor performance by reviewing SLA and CSAT metrics, and ensuring adherence to support standards.
• Represent the User Voice: Act as the primary advocate for users, addressing escalations and working to continuously improve customer satisfaction.
• Support Audit and Compliance: Ensure all assigned audit tasks are completed on time and that applications meet compliance and documentation standards.
• Participate in Lifecycle Planning: Contribute to application lifecycle management by collaborating with Strategy and Innovation teams.
• Promote Safety and Incident Readiness: Maintain a safe working environment and remain available for critical incidents impacting manufacturing systems and business integrity.

About You

Knowledge

• General IT and application support principles
• Manufacturing and plant operation systems
• Database knowledge
• Basic programming and script fundamentals
• Operating systems (e.g., Windows)
• ITIL fundamentals

Skills

• Critical thinking and problem-solving
• Troubleshooting and root cause analysis
• Operations and systems support
• Ability to learn quickly and adapt in real time
• Excellent written and verbal communication

Mindsets

• Continuous improvement and learning
• Open and flexible
• Solution-oriented
• Adaptable

Required and Preferred Education/Certification

• Bachelor's degree in IT, Computer Science/Engineering or related disciplines (preferred)
• A broad background working in IT, possibly underpinned by (required)
• Technical degree (2 or 4 year) (preferred)

Required and Required Work Experience

• Minimum of 1 year experience with IT Service Management processes and tools (e.g., 'ServiceNow' Service Desk) (preferred)
• Minimum of 2 years in Application Support (preferred)
• Experience in Plant Operations and Grain Elevator (preferred)
• Experience with ITIL V3 (preferred)
• Leadership experience managing global teams and building relationships with senior Stakeholders in complex/matrix organizations (preferred)

Total Rewards
The annual pay range estimated for this position is $109,181.60 - $136,477.00 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

Career Path & Culture

Primient is committed to a workplace that is all in - ensuring everyone has the opportunity to develop and shape a career that matters in an open culture which embraces equity, diversity and belonging. We challenge old ways of thinking; and encourage employee voices to be a guiding force for ongoing learning.

Primient supports a culture of inclusion that respects individual strengths, views, and experiences. We believe our differences make better decisions, drive excellence, and deliver better business results. Primient employees experience autonomy and accountability in their role. Here, employees control their destiny as there is opportunity for career growth and pathways outside the norm.