OT/IT Support Analyst

This permanent position, based in Bristol or Milton Keynes, offers you the chance to play a pivotal role in supporting critical shopfloor applications that keep production lines running smoothly.

OT SUPPORT ANALYST

Salary: £35,000 - £40,000Location: Bristol/Milton Keynes

This permanent position, based in Bristol or Milton Keynes, offers you the chance to play a pivotal role in supporting critical shopfloor applications that keep production lines running smoothly. You will become an integral member of the shopfloor support team dedicated to maintaining the reliability of manufacturing-critical applications. Your daily activities will involve monitoring incidents as they arise on production lines, swiftly resolving technical challenges related to endpoint devices such as printers, scanners, barcode readers, smart devices, and more. You will interact regularly with both IT professionals and business users to understand their needs and deliver solutions that keep operations running efficiently. By following robust service management protocols-including incident response, change control, capacity planning, problem analysis, service level management, and knowledge documentation-you will help uphold the highest standards of service delivery. Your ability to coordinate with suppliers, OEMs, SMEs, and other stakeholders will be essential in driving prompt resolutions while fostering a culture of shared learning within your team. Through diligent tracking of progress on open issues and transparent reporting practices, you will contribute significantly to operational excellence on the shopfloor.

* Monitor day-to-day incidents on the shopfloor and ensure timely resolution to minimise disruption to manufacturing operations.* Engage with both IT and business users to address functional issues related to manufacturing systems and provide clear communication throughout the incident lifecycle.* Follow established service management processes including Incident, Change, Capacity, Problem Management, Service Level Management (SLM), and Knowledge Management to maintain high standards of delivery.* Maintain agreed Service Level Agreements (SLAs) by proactively managing tasks and ensuring quality outcomes at all times.* Participate in shift rotation plans and adhere to the operating model to guarantee consistent support coverage across all required hours.* Collaborate with subject matter experts (SMEs) on complex functional issues to facilitate effective problem-solving and knowledge transfer.* Coordinate communications between suppliers, original equipment manufacturers (OEMs), business stakeholders, and internal teams for seamless issue resolution within your area of responsibility.* Share regular updates with stakeholders and assist in preparing detailed operational reports that track progress against key metrics.* Promote knowledge sharing among team members through active participation in knowledge transition sessions and collaborative troubleshooting efforts.* Track progress on open issues diligently and report status updates to relevant stakeholders to ensure transparency throughout the support process.

What you bring:* Demonstrated experience providing IT endpoint support within production line environments or similar settings where reliability is paramount.* Comprehensive understanding of manufacturing shop floor systems including hands-on familiarity with line-side IT devices such as printers, scanners (including barcode scanners), barcode printers, mobile smart devices, and related touchpoints.* Proven working experience using ServiceNow or equivalent platforms for managing incidents, problems, changes, service level agreements (SLAs), and knowledge base articles.* Ability to follow structured service management processes meticulously while maintaining focus on delivering high-quality outcomes under pressure.* Excellent interpersonal skills enabling you to communicate effectively with diverse stakeholders including business users, IT colleagues, suppliers, OEMs, SMEs, and senior management.* Strong organisational abilities allowing you to manage multiple priorities simultaneously while adhering to shift rotation schedules as required by the operating model.* A collaborative mindset with a passion for sharing knowledge among team members through formal transition sessions or informal troubleshooting discussions.* Attention to detail when preparing operational reports or tracking progress on outstanding issues for stakeholder review.* Commitment to upholding principles of diversity and inclusion in all interactions within the workplace environment.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates