Global Systems Support Analyst

At CooperVision a division of CooperCompanies were driven by a unifying purpose to help people to experience lifes beautiful moments. We are connected through our shared values - dedicated innovative friendly partners and do the right thing. As a leading global manufacturer of contact lenses we are committed to helping improve the way people see each day. Through our diverse lens portfolio we tackle the toughest vision challenges including astigmatism presbyopia and childhood myopia. We offer the most complete collection of spherical toric and multifocal products available enabling us to fit 99% of all contact wearers. Learn more at.

Job Summary:
The Global System Support Analyst provides technical support of business-critical Distribution and Packaging systems globally. This person ensures that the different systems and equipment are providing the required service to the Operations teams for optimal productivity and availability. During a systems incident he/she should be the interface between the Help Desk of the supplier and the operational team to find a resolution acting as level 2 support (after super users and rework areas exception handling). He/she describes and analyzes the operational needs to improve or facilitate the operations. The Global System Support Analyst ensures that business continuity is always the highest priority.

Essential Functions & Accountabilities:

• Run and review the daily reports for various groups including senior management to avoid any service diversion.
• Manage global incident queues by prioritization ensuring resolution within standard SLA times.
• Author technical documents and knowledge including system functionality technical workflows user guides for global end users and IT teams.
• Train the employees and operators on the system
• Work with the BSA teams testing and developing new development and process improvements.
• Create monthly KPI reports including incident trending with the goal to improve the global quality service.
• Propose and ensure the implementation of global operational improvements for process optimization and system performance.
• Provide support outside normal working hours during business-critical periods including participation in an on call rotation.
• Ensure business continuity among the Operational main technologies and equipment (WCS JDA ASRS/OSR other local site picking technology packaging machines)
• During major interruptions escalate issues and drive troubleshooting sessions with related vendors and other IT verticals (Networking Servers DBAs)
• Support operations in key processes in case of resource lacking
• Daily follow up on system integration reconciliation issues
  

CooperVisions management team is committed to the development of and implementation of the quality management system and maintaining its effectiveness by communicating to the organization the importance of meeting customer as well as statutory and regulatory requirements.

Knowledge Skills and Abilities:

Technical skills
Information Technology Needs to be fully familiar with the use of the relevant components of a WMS system a WCS system ERP system and packaging systems.
Excellent knowledge in database querying with experience in SQL and Oracle environments
Record Management To maintain all departmental records and forms in compliance with quality system
Training Management To ensure operators are trained to the quality standard recording training details appropriately on the Training Record Sheet
Change control process use of Jira change management software

Generic skills
Fluent in local site language where located and English
Information Management Providing timely information and advice to support supervision and management

Behavioral skills
Planning & organizing
Results-orientation
Collaboration
Problem solving
Decision making
Continuous improvement/change orientation
Accountability

Work environment:

• Logistics environment.
  

Experience:

• Strong experience in medium/big logistics companies (minimum 3 years experience) or inside the company.
  

Education:

• Bachelors degree in computer information systems logistics and supply chain management or in international business/relations; Or 2-3 years equivalent work experience

For U.S. locations that require disclosure of compensation the starting base pay for this role is between $69678.00 and $92904.00 per year and may include cost of living adjustments. The actual base pay includes many factors and is subject to change and modification in the position may also be eligible for other types of compensation and benefits.

We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender gender identity or expression or veteran status. We are proud to be an equal opportunity workplace.

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