Job Description

BCforward is seeking a highly motivated Tier 1 Analyst to support their pharmaceutical client in Raleigh, NC.

Summary :

• Position Title : Tier 1 Analyst
• Location : Hybrid (4 days/week onsite) in Raleigh, NC
• Schedule : 4:00pm - 12:00am shift
• Employment type : contract
• Duration : 1 year
• Work Requirement: W2, sponsorship cannot be provided for this role
• Pay range: $60,000 - 70,000 annually

Overview :

The Tier I Support Analyst is accountable for delivering technical expertise in alignment with local systems and processes for a local manufacturing IT support function with primary focus on Manufacturing Execution Systems. The Support Analyst coordinates the incident and problem management process, starting with customer-facing communication and service responsiveness, to root cause analysis and issue resolution on an as-needed basis, in addition to performing security administration tasks for local systems, as well as supporting project delivery with additional assignments such as testing and/or documentation creation or review.

Job responsibilities:

• Review and understand with capability to execute activities as designed and documented in support standard operating procedures with appropriate level of detail and critical thinking applied to task(s), including examples such as un-locking workflows, resolving printer setup issues, etc.
• Execute basic system configuration changes (changes to pick lists, local master data, etc.) including before and after screen shot of change and 2nd person verification of change.
• Support interface monitoring messages and errors, working with technical experts to resolve and re-send appropriate messages/information as needed.
• Provide Help Desk support for user access and system/security access management processes, maintenance, and risk-management for day-to-day support activities as well as other scheduled security processes, such as the Access Roster Review cycle completed several times annually. This function includes working with end users to establish appropriate role levels and training requirements, administering security forms, verifying training, and initiating and/or provisioning the account administration processes required.
• Monitor queue, pagers, cell phones to manage the incident and problem management processes.
• Create tickets in the incident/problem management system(s) when reported by the client (but not auto-generated) for resolution and metrics tracking purposes.
• Diligently document activities and update tickets pertaining to issue resolution status, activities and tasks completed in support of resolution, and communication to end user or customer to ensure the ticket accurately reflects these details.
• Provide support for on-going enhancement of service delivery capabilities, including creation and maintenance of Knowledge Base articles/documents, Distribution lists, SharePoint sites, metrics logging, training completion, etc.

Required skillset:

• Windows Server 2003 and 2008, Windows XP and Windows 7, MS Office, Terminal Services Manager, Internet Explorer, Remote Desktop Protocol (RDP), unc (Uniform Naming Convention), command line, printer installation and set-up (software only), Print drivers, and Print permissions.
• Security and Networking technologies, VNC, IP, Microsoft Outlook, and Adobe.
• MQseries, Matrikon OPC Tunneller, SQL.
• Prior experience in Manufacturing environment (preferably Pharma) with understanding of criticality of aligning to Good Manufacturing Practices in support of the organization and its assets will be a plus.

About BCforward:

BC forward began as an IT business solution and staffing firm. Founded in 1998, BC forward has grown with our customers’ needs into a full-service personnel solution’s organization. Headquartered in Indianapolis, Indiana, BC forward also operates numerous delivery centers across North America and India. We are currently the largest consulting firm and largest MBE certified firm in Indiana. Our uninterrupted growth has allowed BC forward to deliver uniquely configured IT staffing and project solutions over the years of catering to our customers’ specific needs. BC forward currently maintains a team of over 5000 global resources. With our additional brand, Stafforward, together we have the capabilities to deliver services for a variety of industries in both public and private sectors which allows us to address your most challenging needs.

We must inform you that during the hiring process, we may ask for you to disclose and provide us with various categories of your personal information, including identifiers such as your name and address, professional information, commercial information, education information, and other related information. Please note that we will only use this information to facilitate and complete the recruiting process. This posting is not an offer of employment. All applicants must be authorized to work in the United States and willing to cooperate with a background check and drug screen, to the extent permitted by federal and local laws up to and including both criminal and financial reviews. The submission of intentionally false or fraudulent information in response to this job posting shall render the applicant ineligible for the position. BCforward is an equal opportunity employer. Any subsequent offer of employment shall be considered employment at will regardless of the anticipated assignment duration.

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