The IT Support Analyst 3 is responsible for all first level IT support to internal stakeholders (e.g., troubleshooting of incidents, escalation based on incident management procedures, handling of IT requests and user administration). This role helps to establish the IT Service Desk and participates in projects within IT. The IT Support Analyst 3 drives excellent service delivery and processes within IT, while collaborating with other FDB sites domestically and globally to ensure alignment across key areas

Follow Your Genki to North America's largest, state-of-the-art Life Science Manufacturing Facility & CDMO

The work we do at FUJIFILM Diosynth Biotechnologies has never been more important—and we are looking for talented candidates to join us. We are growing our locations, our capabilities, and our teams, and looking for passionate, mission-driven people like you who want to make a real difference in people’s lives. Join FUJIFILM Diosynth Biotechnologies and help manufacture the next vaccine, cure, or gene therapy in partnership with some of the most innovative biopharma companies across the globe. We are proud to cultivate a culture that will fuel your passion, energy and drive - what we call Genki.

Join us

We are growing our locations and are investing more than $2 billion into establishing a new large-scale manufacturing site for biopharmaceuticals in the United States to accelerate the growth of our Bio CDMO (Contract and Development Manufacturing Organization) business. This will be the largest end-to-end cell culture CDMO provider in North America.

The new site will offer end-to-end solutions to our customers looking to manufacture biopharmaceuticals in the US. In addition to drug substance manufacture, it will also provide automated fill-finish and assembly, packaging, and labeling services. The new state-of-the-art facility is located in Holly Springs, North Carolina, United States.

What You’ll Do

• Leads and provides technical support to customers on standard operation of core systems.
• Manages change controls as required to support service desk operations.
• Leads local project execution within the scope of IT service management operations.
• Analyzes inquiries and participates in on-call rotation for critical incident management.
• Determines appropriate technical area or vendor to resolve problems and coordinate activities with vendors as required.
• Follows up on specific inquiries or requests to ensure user/customer satisfaction.
• Creates and maintenance of knowledge base and end user support and training documentation.
• Functions as the senior source of escalation from all areas of the business
• Ensures and drives service delivery of the IT ServiceDesk
• Trains end users and new hires
• Develops and optimizes IT ServiceDesk work/support processes and procedures.
• Tracks incident trends and potential underlying issues
• Leads identification and implementation of systemic optimization efforts
• Performs other duties, as assigned

Knowledge and Skills

• Excellent oral and written communications skills and fluency in English
• High sense of responsibility and service mindset
• Collaborative attitude with the willingness to work with global peers and cross‐functional teams toward company and department goals
• Ability to prioritize and work autonomously based on common goals and objectives
• Strong analytical mind, eye for detail and problem-solving skills
• Strong networking, coordination, and interpersonal skills

Basic Requirements

• High School Diploma /GED with 9 years of experience in computer information systems (CIS), Applied Science, or related field
• Bachelor’s degree in computer information systems (CIS), Applied Science, or related field or equivalent work experience with 5 years’ experience in IT ServiceDesk operations. OR
• Master’s degree in computer information systems (CIS), Applied Science, or related field or equivalent work experience with 3 years’ experience in IT ServiceDesk operations.
• Experience with IT service management.

Preferred Requirements / Certifications

• Experience in a GMP manufacturing environment
• CompTIA A+ certification
  
• Microsoft certification(s)
  
• Google IT Support Professional Certificate

WORKING CONDITIONS & PHYSICAL REQUIREMENTS

• Ability to discern audible cues. No X Yes
  
• Ability to inspect or perform a task with 20/20 corrected vision, visual acuity, including distinguishing color. No X Yes
• Ability to stand for prolonged periods of time. 120 minutes 
  
• Ability to sit for prolonged periods of time 240 minutes 
  
• Ability to conduct activities using repetitive motions that include writs, hands and/or fingers. No X Yes
  
• Ability to operate machinery and/or power tools. X No Yes
  
• Ability to conduct work that includes moving objects up to 33 lbs.
  
• Ability to bend, push or pull, reach to retrieve materials from 18” to 60” in height, and use twisting motions. No X Yes

Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department (FDBN_PNC@fujifilm.com).