Sr. Application Support Lead, Manufacturing Systems

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 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.

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.
• 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.
• Contribute to Lifecycle Planning: Collaborate with Strategy and Innovation teams to contribute to application lifecycle management.
• Promote Safety and Incident Readiness: Maintain a safe working environment and remain available for critical incidents impacting manufacturing systems and business integrity.

Requirements

• Required Education/Certification: Bachelor's degree in IT, Computer Science/Engineering or related disciplines (preferred)
• 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).

Qualifications

• Technical degree (2 or 4 year) (preferred)
• Experience with ITIL V3 (preferred)
• Experience in Plant Operations and Grain Elevator (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)