Title: IT Solutions Specialist ERP/MES – Packaging

Description:

New-Indy Containerboard (NICB) is seeking an IT Solutions Specialist ERP/MES for its Packaging division who will play a critical role working with users across all packaging locations to enhance processes and understanding by training and supporting them. The IT Solutions Specialist’s role is to deliver support to end users in the organization on how to use various types of software programs efficiently and effectively, in fulfilling business objectives. This includes troubleshooting applications and processes for all internal customers, such as operations, development, and other business units. The IT Solutions Specialist is also responsible for assisting in the documentation, delivery, and improvement of in-house software applications training programs and related courseware. The right candidate for this position can leverage technology to drive growth, innovation, and operational excellence within the 24/7/365 manufacturing facilities across North America.

To ensure success, the ideal candidate should have excellent customer service skills, overall ERP/MES understanding, and is driven to understand all aspects of NICB’s Packaging business, in assuring the effectiveness of software solutions deployment and usage. Collaborating to the continuous improvement of NICB’s Enterprise IT & OT organization going-forward.

Responsibilities:

High-level Day to Day Problem Resolution

• Leverage your technical skills to resolve tickets and problems escalated within the packaging division.
• Work with ERP/MES and other Application support teams to resolve issues.
• Analyze usage of applications, make recommendations for process improvements or software changes.
• Setup training courses and help lead end users to better understand and use the technology and packages available.
• Work closely with IT & OT members and contractors as needed to obtain a successful outcome.

High-level Strategy & Planning

• Create and deploy feedback mechanisms for end users.
• Analyze results, make recommendations for support process improvement, and implement changes.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Work with the business process owners to maintain site Business Continuity Plans.
• Help drive continuous improvement at the packaging division through technology innovation and process optimization. Use your experience and the knowledge you gain from engaging with the site and NICB’s Enterprise IT & OT teams to drive projects and initiatives that provide tangible business value.

IT Solutions Specialist ERP/MES – Packaging – Outline

Governance & Planning

• Plan, execute, and manage the training of new application integration technology into the existing environment.
• Ensure that integration projects meet business requirements and goals, fulfill end-user requirements, and identify and resolve systems issues.
• Ensure that application best practices are aligned with strategic business goals and the company’s overall strategic vision.
• Ensure that application and training documentation is updated and made available to all end users.
• Manage standards and processes to support and facilitate integration projects and initiatives.

Innovation & Deployment

• Conduct research into software application products and services in support of development and purchasing efforts.
• Provide support for the testing of new and existing software applications under development or consideration for purchase.
• Perform integration testing phase of software and applications under development to identify and remedy potential problem areas.
• Liaise with software developers and engineers to address issues in program logic and the interoperability of new applications with existing systems software.
• Build relationships with vendors of application software deployed in the organization’s IT environment to learn about and provide feedback on their technical integration capabilities.

Operational Management

• Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Maintain and enhance performance of all new and existing software and applications across the organization.
• Identify and learn appropriate software applications used and supported by the organization.
• Coordinate with department heads to assess departmental application training needs and objectives.
• Provide guidance and training to junior members of the team.

Position Requirements

Skills & Qualifications

• College diploma or university degree in the field of computer science, information systems, and/or 5 years equivalent work experience.
• Organizational skills, attention to detail, follow up, documentation preparation and maintenance skills, and customer service orientation are crucial for success in this role.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning.
• Exceptional written and oral communication skills.
• Experience within, or supporting, a manufacturing environment.
• Extensive application support experience with MS Office.
• Familiarity with the fundamental principles of ERP and MES systems
• 5 years direct experience in enterprise-level applications.
• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
• Experience with core software applications, including Amtech Imaginera, Encore, Axiom.
• Experience with building and maintaining databases for query and problem tracking.
• Knowledge of relational database design and management techniques.
• Strong knowledge of system and software quality assurance best practices and methodologies.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Knowledge of applicable data privacy practices and laws.
• Reliable and available to work a flexible schedule including nights and weekends.

Work Conditions

• 40-hour on-site work week. Emergency call-in availability for 24-hour production environment.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components. Be able to lift 40 lbs. unassisted.
• Physically able to participate in sessions, presentations, and meetings.
• Some travel may be required for the purpose of offsite software and system integration efforts.