Sr. Application Support Lead, Manufacturing Systems | Primient
About the RoleThe 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 while ensuring a strong customer service experience for end users and business stakeholders. 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 while maintaining a strong customer service mindset and timely communication with end users.
- 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.
- Deliver Customer-Focused Support: Provide responsive, professional, and solutions-oriented support to business users by listening to their needs, communicating clearly, resolving issues timely, and ensuring a positive service experience.
- 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
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)
- Experience providing customer-focused technical support, including responding to user issues, managing escalations, communicating status updates, and partnering with stakeholders to ensure timely resolution and a positive service experience.
- Leadership experience managing global teams and building relationships with senior Stakeholders in complex/matrix organizations (preferred)
Total RewardsThe 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
