IT Systems Support Analyst

Location UK / Ulster

Job Type Permanent full-time, TemporaryContract

Salary Not disclosed

Updated 4 days ago

Reference 1392326

 Job Description

Due to continuing demands within our IT structure, new positions have arisen to help strengthen the department. As a result we are seeking to hire an experienced IT Systems Support Analyst.

In Norbrook we pride ourselves in being one of the top 11 companies in Northern Ireland and in the top 15 veterinary pharmaceutical companies globally. We develop & manufacture veterinary medicines, supplying products to 120 countries globally. With a strong portfolio of existing products and significant investment in R&D to launch new products annually, we have opportunities for individuals to join us and develop their career in a global company.

Our business strategy is supported by our Values – Customer Value, One Team, Results Driven, Excellence, Innovation, and Quality – and we support our employees to live the behaviours that creates our culture.  Our on-going success is based on the expertise, knowledge and innovation of our employees. If you are interested in joining our team here at Norbrook and supporting our vision, then apply for this role.

Due to continuing demands within our IT structure, new positions have arisen to help strengthen the department. As a result we are seeking to hire an experienced IT Systems Support Analyst.


Job Overview

  • Support the system administration of our COTS (Commercial Off-the Shelf) Business Applications and their supporting Client applications
  • Provide IT systems support through effective incident, service request, problem and change management to end-users at agreed service levels.
  • Maintain an effective IT operations environment by carrying out planned and remedial work as needed to maintain the defined service levels.
  • Support the implementation and delivery of new IT systems and minor changes / enhancements to existing IT systems in a specific systems development domain (RPG / Microsoft / Qlik).



Main Activities/Tasks

  • Manage all incidents, problems, service requests and change requests allocated to the agreed service level.
  • Escalate unresolved incidents, problems, service requests and change requests to the Senior IT Systems Support Analyst or IT Service Delivery Manager.
  • Support IT Service Analysts by providing second and third line support and liaising with third parties as needed.
  • Support IT systems including but not limited to Microsoft Sharepoint, Microsoft Access, Microsoft SQL Server, Customer Relationship Management, Enterprise Resource Planning, Supply Chain Management, Laboratory Information Management, Manufacturing Execution, Human Resource Management, Finance and Payroll.
  • Monitor critical IT services to ensure events are pro-actively managed and service downtime minimized.
  • Identify and resolve system support issues following agreed procedures.
  • Facilitate service recovery after an incident is reported or identified.
  • Use tools to collect agreed service performance statistics and measures.
  • Provide advice and guidance to users around IT service use and adoption to ensure positive user outcomes.
  • Build a good working knowledge of the IT environment in order to achieve higher levels of ‘first time fix’.
  • Develop and maintain support documentation including knowledge base and configuration documentation following agreed procedures.
  • Review and monitor IT service performance and make recommendations to improve service performance where appropriate (resourcing, training, procedures, SLA changes, use of tools and automation etc).
  • Support service improvement efforts to improve day-to-day service performance and IT responsiveness to end-users.
  • Support the development and implementation of new IT systems and the successful delivery of technical changes and enhancements to existing IT systems.
  • Support the successful completion of project related systems development deliverables within agreed timescales and cost for specific projects.
  • Serve as a subject matter expert for any technical decisions affecting their IT systems.
  • Assist in the validation of new and existing IT systems where necessary.
  • Complete all work in accordance with GxP requirements (GMP, GLP, GCP and GPvP) and any required standards using the appropriate SOPs, methods and tools.


Essential Criteria:

  • BSC in Computer Science, Information Technology or equivalent or 2-3 years’ experience working in an IT Systems Support Analyst role supporting business systems.
  • Experience working with third party IT service providers.
  • Experience of MS-Access, MS-SQL, .Net, RPG, or Qlikview solutions development technologies.
  • Good MS-Office (Word / Excel / Project /) and MS-Sharepoint proficiency.


Desirable Criteria:

  • Experience working in a manufacturing or pharmaceutical environment.
  • TOGAF / Zachman Foundation Certified or equivalent.
  • ITSM / ITIL Foundation Certified or equivalent.
  • PRINCE / PMP Foundation Certified or equivalent.
  • Experience working in a regulated environment.


Duration: Full Time, Permanent

Location: Newry, Co. Down

Remuneration: Salary Attractive

Benefits: Free Life Assurance, Paid Holidays, On-site Parking, Pension Scheme, Canteen Facilities, Healthcare plan, Childcare Vouchers, Discounted Car Insurance, Perks Scheme

Contact: The Human Resources Department

Norbrook Laboratories Limited employs a workforce with members of all sections of the community and is committed to appointing people purely on the basis of merit. In accordance with our equal opportunities policy we would particularly like to welcome applicants from the Protestant Community.