Tech Business Engagement Sr Analyst

Operations Analyst

This role is responsible for supporting the operational stability and continuity of Manufacturing applications across North America, including MES, GE Proficy, Wonderware System Platform, RTIME, Digital Quality, Packaging Room Management, and related plant-floor apps.

The Operations Analyst will leverage day-to-day monitoring, incident resolution, and application logging to analyze and identify enhancements that improve overall performance of the applications, remove break points in design, drive system robustness and unlock business capability and productivity savings. The analyst will utilize the findings of the data and translate them into business impactful findings with impact analysis.

This role will manage all enhancements that fall under the Techno functional legacy manufacturing team as well as design and deliver a portion of the enhancements that fall outside the MSA contract.

The role requires a strong foundation in manufacturing systems and operational troubleshooting, with the ability to collaborate effectively across technical (IT and OT) and business teams to maintain reliability, reduce disruption in production environments and unlock business capability.

Responsibilities

1. Support day-to-day incident and problem management for Manufacturing applications (MES, Proficy, Wonderware, RTIME, etc.).
2. Deep data analytics identifying manufacturing applications issue trends within and across sites, and between IT and OT systems or SAP & Legacy MFG, leveraging incidents, application performance tools, and logs.
3. Propose well thought out enhancements and solutions that drive robust designs, remove breakpoints, and unlock business capability while aligning with the overall Manufacturing roadmap.
4. Design, develop and pilot minor enhancements, ready to be deployed across sites by the MSA contractors.
5. Manage all enhancements that fall under the Techno functional legacy manufacturing team including timeline, business communications, and requirement documentation.
6. Support cross functional/cross system program enhancements, such as SAP improvements, keeping alignment with the manufacturing technical and business road map.
7. Support root cause analysis (RCA) for recurring issues, ensuring follow-up actions are captured and implemented.
8. Assist in maintaining and updating standard operating procedures (SOPs), runbooks, and knowledge articles for consistent issue resolution.
9. Assist in ensuring compliance with security patching, system updates, and operational controls.
10. Participate in operational reviews to provide visibility into system performance, incident trends, and improvement opportunities.
11. Engage directly with plant operators, site leadership, and business SMEs to understand issues and provide timely support.
12. Contribute to continuous improvement initiatives, identifying opportunities for automation or process optimization to reduce manual effort and operational risk.
13. Know the different business roles in manufacturing, the business data and the applications and how they work together to make the business profitable.

Qualifications

• Bachelor's degree in Information Systems, Engineering, Supply Chain, or related field (or equivalent work experience).
• 5 to 7 years in IT operations or application support within a manufacturing or plant environment.
• Hands-on experience with MES, GE Proficy, Wonderware, RTIME, or similar manufacturing systems.
• Familiarity with integrations to SAP, packaging, and quality systems is preferred.
• Strong troubleshooting and problem-solving skills with ability to analyze logs, metrics, and interfaces.
• Basic SQL/database knowledge for query and issue resolution.
• Some understanding of plant-floor equipment dependencies (e.g., weighers, sensors, packaging tubes, OITs, PLCs).
• Working knowledge of ITIL processes (Incident, Problem, Change).
• Strong communication skills with ability to engage plant operators, business leaders, and IT stakeholders.
• Organized, detail-oriented, and capable of managing multiple priorities.
• Collaborative mindset with focus on driving resolution and minimizing production impact.
• Six Sigma, Kaizen, Analytic Troubleshooting or other Analytics troubleshooting or design training a plus.
• ISA95 & ISA88 design approach and systems design a plus.