Title:  Technical Support, D&T

At West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving and life-enhancing injectable medicines to millions of patients daily, West’s indelible mark on the healthcare industry has just begun. A name started our story. How will yours help write our future?  

There’s no better place to join an inclusive community of professionals with opportunities for lifelong learning, growth and development. Supported by benefit programs, we empower the physical, mental, emotional and financial health of our team members and their families.  

We believe in giving back to help those in need in the communities where we live and work. And are equally committed to creating a healthier environment and planet through our sustainability efforts.  

Job Summary:

Working closely with the regional and global D&T team, the role of the Manufacturing Network and Digital support site team is having responsibility for developing and efficiently operating all aspects of the site’s infrastructure and End User devices in line with corporate guidelines & procedures. Performs duties in line with best D&T practices and applicable regulatory requirements (i.e. cGMP, Computer System Validation, 21 CFR part 11 compliance).
 

Essential Duties and Responsibilities:

• Provide support for IT systems and End-Users in the facility, including, but not limited to: Shop Floor Systems (SFS), Manufacturing Execution Systems (MES), Enterprise resource planning (ERP), Virtual and Physical servers, LAN/WAN equipment, desktop computers and laptops, communication, and collaboration systems
• Assist with troubleshooting and problem determination/resolution
• Collaborate with the regional and global D&T organization to maintain the service catalogue and Service level agreements in alignment with global / regional & site-specific IT services
• Participate in local, regional, and global D&T projects and coordinate roll-out of same on local site level
• Performs other duties as assigned based on business needs/ Utilize and leverage Service Management tools for tracking of workloads
• Professional attitude in maintaining a clean, orderly and safe work area
• Exemplary behavior in IT security related topics
• Participate in “on-call” support rotation
• Conforms with and abides by all regulations, policies, work procedures, instruction, and all safety rules
• Act in accordance with the company’s Guiding Principles and adherence to the corporate Code of Conduct
• Compliance to all local site Environmental, Health and Safety regulations
• Compliance to all local site company policies, procedures and corporate policies
• Other duties as assigned

Education and Experience:

• Bachelor’s degree or equivalent experience in Computer Science

• Minimum of 4 years of experience of IT support and / or IT operations, ideally in regulatory manufacturing environment

• Excellent interpersonal skills and communication skills
• Strong service orientation
• Ability to work on own initiative and to meet deadlines
• Experiences in collaboration within international teams
• Open to change and prepared to drive change
• Required Language: English

Knowledge, Skills and Abilities:

General skills and abilities:

• Has developed proficiency in a range of processes or procedures through job-related training and considerable on-the-job experience
• Completes a variety of atypical assignments
• Works within defined processes and procedures or methodologies and may help determine the appropriate approach for new assignments
• Works with a limited degree of supervision
• Acts as an informal resource for colleagues with less experience

• Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description
• Support and contribute in Lean Sigma programs and activities towards delivery of the set target
• Able to comply with the company’s safety policy at all times
• Able to comply with the company’s quality policy at all times.

Specific skills and abilities:

• Desktop support incl. MS Office Suite
• MS Windows Server administration
• Network technologies/protocols and administration
• Microsoft Active Directory
• Microsoft Office 365
• ITIL Foundation Certification (desired)

Physical and Travel Requirements

• Expected less than 10% of time on local / regional & global business trips

Physical & Mental Requirements:

• List any physical requirements
• List any mental requirements

Competencies/Authorities

• Non-US only where required for certain levels.

Delegation of Duties:

When absent from the site, duties and responsibilities will be delegated to the following designates
 

• Manager, Site Services, D&T Ireland

West is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status.  If you have a special need that requires accommodation in order to apply to West, please send an email to Apply.Accommodation@westpharma.com.  Where permitted by law, an offer of employment with West Pharmaceutical Services, or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of background screening and/or a pre-employment drug screening.