Application Support Analyst

Role Overview

We are looking for a Tulip Application Support Analyst to provide dedicated technical assistance during night shifts (Irish time 5pm to 8am) at our client's location in Limerick. This position fills a current out-of-hours support gap by delivering immediate Level 1 support and expert guidance directly to production floor operators, working collaboratively with the global Tulip Centre of Excellence to maintain uninterrupted manufacturing operations.

Core Responsibilities

• Act as the primary, accessible technical contact via Microsoft Teams for floor operators on the night shift.
• Offer timely advice and best practice support to operators running Tulip applications on the production site.
• Identify and clarify production issues promptly to reduce floor downtime.
• Perform Level 1 support tasks including resolving login issues, managing user access and roles, and password resets.
• Assist with station registration, hardware peripheral troubleshooting, and maintain device connectivity for Tulip-linked equipment.
• Log and manage Incidents and Service Requests with the Tulip global Centre of Excellence until resolution.
• Conduct preliminary root cause analyses on repetitive or significant problems, escalating according to standard operating procedures.
• Hand over shift responsibilities formally to incoming remote support teams based in India to ensure no incident is overlooked.
• Maintain and update shared knowledge resources, including FAQs, known issues, workarounds, and troubleshooting guides.

Essential Qualifications and Experience

• Between 4 and 8 years of experience supporting applications, production, or IT environments, preferably with manufacturing or shop-floor systems exposure.
• Practical experience with Tulip or similar Manufacturing Execution Systems is highly desirable; if lacking, candidates must have proven experience in business-critical L1/L2 application support roles with direct customer and floor interaction (general IT helpdesk experience alone is insufficient).
• Familiarity with Good Practice (GxP) principles and documentation disciplines is advantageous, though formal validation responsibilities are not included.
• Proficient with ticketing/ITSM platforms like ServiceNow and comfortable using Microsoft Teams for support communication.
• Capability to work independently during unsupervised night shifts and exercise sound judgment for triaging and escalating issues at Level 1.
• Excellent verbal and written communication skills to effectively represent the support function as the named contact.
• Willingness to operate within scheduled night shifts, including weekends, on a rotating basis.
• Eligibility to work onsite at the Limerick, Ireland location without requiring employer-sponsored visa support at the start of engagement.

Preferred Experience

• Previous direct experience with the Tulip platform including app-building and station configuration is an advantage but not mandatory.
• Background in supporting regulated environments such as pharmaceutical or medical device manufacturing is a plus.
• Experience working in outsourced or managed support delivery setups is desirable.