(Contractor) Senior Global Infrastructure Specialist

The Senior Global Infrastructure Specialist will provide dedicated and focused technical support on the unique IT architecture, hardware and software solutions supporting the manufacturing plants located in Maryland Heights and Noblesville, IN. Focus will be supporting IT Security initiatives including implementing Microsoft best-practices, resolving or mitigating vulnerabilities, and other data/infrastructure hardening tasks. Additional tasks include tier 2 or 3 support for daily incidents.

The position reports to the North America Infrastructure and Network Manager in Maryland Heights, Missouri.

Work Schedule: Monday - Friday 8am - 4:30pm.

• Partnering with global IT team to review and participate in IT projects based around data/system hardening and vulnerability remediations.
• Provides dedicated technical support, installation and configuration services primarily through in bound ServiceNow tickets on IT provided solutions and infrastructure connectivity enabling plant production, which includes unique desktop systems, servers, software, and manufacturing systems.
• Assist in troubleshooting and resolving various technical manufacturing related problems and answering internal and/or vendors queries from specific technology areas such as computer hardware and software systems.
• Supports short & long-term IT project deliverables of manufacturing systems solutions for the company.
• Provide support and documentation for incidents and problems as required.
• Participates in request fulfillment on activities and tasks that require the specific knowledge of plant IT infrastructure, network permissions or physical plant access capabilities of the Manufacturing Technical Support Analyst. Works with both Service Desk and team supporting ServiceNow to ensure Service Catalog fulfillment workflows supports local fulfillment activities.
• Provides tier 2 and 3 support and works alongside technical owners as new technologies or procedures are being implemented that affect or impact the business or manufacturing infrastructure.
• Responsible for providing plant-specific requirements to the IT resources working on solutions, learning the new technologies, modifying procedures, participating in implementing new technologies, communicating changes, and updating procedures and documentation.
• Maintains accurate and timely updates to tickets; uses and contributes knowledge to an internal knowledge base, documenting procedures for installation and troubleshooting.
• Independently identifies, troubleshoots, documents, and resolves issues, collaborating and escalating complex problems according to escalation procedures, including appropriately identifying the level of urgency.
• Knows when to escalate to resolve issues impacting manufacturing capabilities, ensure adherence to security, compliance, or other internal policies.
• May be assigned to participate in Critical Incidents impacting manufacturing operations by participating by acting as liaison between Incident Manager and stakeholders when issues are reported, ensuring tickets are updated and communications are made as appropriate to end users, Service Desk and executive stakeholders.
• Participate in staff meetings and team meetings as required.
• Develop understanding of general industry usage of supported technologies.
• Develop basic understanding of business processes and business dependencies on supported technologies.
• Develop relationships within IT and with supported customers to improve collaboration and teamwork necessary to accomplish organizational objectives.
• Other duties and projects as assigned with or without accommodation.
• Must maintain operational compliance with US and international regulatory agencies and guidelines (i.e. FDA, EU, HC, TGA, PIC/S, ISO, USP, NRC, cGMP, etc.).

• Two-year technical or Associates degree in computer science, information technology, business, or related discipline; equivalent work experience acceptable in lieu of degree. Bachelor's degree in computer science preferred.
• 5+ years experience with Microsoft administration (Active Directory, Azure, Entra) including DNS, Group Policy and InTune.
• Effective communication skills to work/coordinate with a global IT organization.
• Microsoft Windows Certified Professional or equivalent experience.
• Fundamental network knowledge.
• Fundamental knowledge of operating systems and desktop hardware.
• Experience troubleshooting networked applications (resolving hardcoded LDAP, DNS servers, etc.)
• Working knowledge of remote connectivity tools (Teams, Remote Assist, etc.).
• Working knowledge of imaging, installing, configuring and troubleshooting computers in a managed Windows network environment.
• Experience with VMWare virtualization software preferred
• Experience supporting manufacturing control systems (IT vs OT environments) preferred
• Experience with GxP related activities preferred

Other Skills / Competencies:

• Analytical Abilities - Is familiar with end-user group functions, business critical applications, and support resources. Can assess a situation to determine the scope and escalate appropriately. Function as a resource for Service Desk regarding standard procedures and one-on-one training in manufacturing area of expertise. Ability to improvise and respond to unexpected situations
• Manufacturing / Operational Knowledge - Has a solid understanding of plant operations and business processes, role of key teams. Recognizes production-critical functions and sets priority level accordingly.
• Communication skills - Able to create clear service notes and other documentation, including clearly describing steps to resolving an issue; effective listening skills; handles difficult situations effectively with required sensitivity and diplomacy, effectively guiding customers through information gathering & resolution process
• Independence - Needs minimal direction to perform job duties
• Administration - Handles a wide range of administrative tasks effectively while managing an overall task workload that may include technical activities

Working Conditions:

• Standard office team environment with heavy phone and pc usage.
• Close attention to detail required.
• Must be able to work outside of regular work hours including, off hours, weekends and holidays.
• May be required to sit for long periods of time while performing duties.
• Willingness to work in plant producing radioactive materials and requiring all employees to participate in safety programs designed to minimize potential and/or actual exposure levels. No exposure to radiation or radioactive materials will be expected for this position.