Senior IT Application Service & Support Analyst

Today, Lonza is a global leader in life sciences operating across three continents. While we work in science, there’s no magic formula to how we do it. Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people. In exchange, we let our people own their careers. Their ideas, big and small, genuinely improve the world. And that’s the kind of work we want to be part of.

Lonza Morristown has a Senior IT Application Service and Support Analyst role open to support Information Technology (IT) group.

POSITION: Senior IT Application Service & Support Analyst

JOB LOCATION: 412 Mt. Kemble Ave., Morristown, NJ 07960 [and various unanticipated locations throughout the U.S.; may work from home]

Senior IT Application Service & Support Analyst needed by Lonza USA, Inc. in Morristown, NJ [and various unanticipated locations throughout the U.S.; may work from home] to provide end-users service and support for applications. Resolve IT incident tickets at 2nd line of support. Monitor escalated incidents to 3rd level IT support team and vendors. Raise problems for recurring incidents to identify and fix root cause through IT systems and product specialists. Answer end-user ticket requests for support and guidance. Resolve IT incidents tickets raised by users within defined Service Level Targets (SLT). Resolve or provide a workaround for assigned incidents tickets to 2nd line support groups within ITSM tool. Escalate IT incidents to 3rd line of support and monitor resolution when incidents cannot be resolved at 2nd line support. Identify recurring incidents and raise problems tickets to the system/product owners and specialists to assess root cause and resolve process or product defects. Fulfill end-users service tickets placed through the IT service catalog portal. Provide guidance and recommendations to users who placed support request tickets within ITSM. Deliver timely change requests to establish process and governance, and pre-approve standard change requests. Participate in hand-over phase, from IT project organization to IT support. Liaise with project teams during stabilization phase. Provide educational documents, covering SOP’s and FAQ’s. Contribute to successful project transitions, from development phase to regular operations. Improve IT knowledge base to facilitate IT support teams’ knowledge share, common issues and collaboration across functions and regions. Improve end-users knowledge base. Improve self-help portal to ensure daily efficiency in end-users' activities and optimize IT's daily support workload. Design and support BW models, Analysis for Office (AFO), SAC, BEx reports. Operate power BI and other reporting tools. Utilize SAP ECC, SAP BW and/or HANA systems: SAP IBP planning system development and support.

MINIMUM REQUIREMENTS: Requires a Master’s degree, or foreign equivalent degree, in Business Administration, Information Technology, or Computer Science and 3 years of experience in the job offered or 3 years of experience in a related occupation resolving IT incidents tickets raised by users; identifying recurring incidents; raising problems tickets to the system/product owners and specialists to assess root cause and resolve process or product defects; fulfilling end-users service tickets placed through the IT service catalog portal; providing guidance and recommendations to users who placed support request tickets; delivering timely change requests to establish process and governance, and pre-approve standard change requests; contributing to successful project transitions, from development phase to regular operations; improving IT knowledge base to facilitate IT support teams’ knowledge share, common issues and collaboration across functions and regions; designing and supporting BW models, Analysis for Office (AFO), SAC, BEx reports; operating power BI and other reporting tools; utilizing SAP ECC, SAP BW and/or HANA systems: SAP IBP planning system development and support.

Every day, Lonza’s products and services have a positive impact on millions of people. For us, this is not only a great privilege, but also a great responsibility. How we achieve our business results is just as important as the achievements themselves. At Lonza, we respect and protect our people and our environment. Any success we achieve is no success at all if not achieved ethically.

People come to Lonza for the challenge and creativity of solving complex problems and developing new ideas in life sciences. In return, we offer the satisfaction that comes with improving lives all around the world. The satisfaction that comes with making a meaningful difference.

Lonza is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a qualified individual with disability, protected veteran status, or any other characteristic protected by law.