Job Description

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.

Responsible for providing global operational and technical support for Operational Technology (OT) systems, including Tulip, eDHR-related applications, integrations, and associated manufacturing technologies used across Smith+Nephew manufacturing sites. Acts as the first point of contact for incident management, troubleshooting, system support, user assistance, and escalation coordination. Supports compliance with internal quality procedures, change control processes, data integrity requirements, cybersecurity standards, and applicable regulatory requirements, including FDA 21 CFR Part 11 and Good Documentation Practices (GDP) where applicable. Collaborates closely with Manufacturing, Quality, Engineering, IT, Operational Excellence, and external software vendors to ensure system availability, reliability, and continuous improvement of OT-supported solutions.

This position is a P1 level (for internal use only)

What will you be doing?

Responsibilities

• OT Application and Platform Support: Provide first and second-level support for OT systems, including Tulip applications, eDHR solutions, integrations, and supporting infrastructure. Troubleshoot incidents, investigate root causes, and coordinate resolutions with internal teams and external vendors. Monitor system performance and ensure timely issue resolution according to service level expectations.
• Incident, Problem, and Change Management: Manage and document incidents, service requests, problems, and changes using ServiceNow. Escalate critical issues appropriately and support major incident response activities. Identify recurring issues and participate in root cause analysis and corrective action initiatives.
• Compliance and Documentation: Maintain support documentation, knowledge articles, SOPs, work instructions, and troubleshooting guides. Ensure compliance with quality procedures, audit requirements, data integrity standards, and electronic records regulations. Support audit preparation, deviation investigations, and change control activities when required.
• Continuous Improvement and Projects: Participate in OT improvement initiatives, system deployments, upgrades, validation activities, and integration projects. Identify opportunities to improve support processes, increase system reliability, and reduce operational risks. Support implementation of new OT technologies and global standardization efforts.

Note: The regular schedule for this position is Monday through Friday from 2:00 p.m. to 10:00 p.m. and Saturdays from 12:00 p.m. to 6:00 p.m. As part of the onboarding and training process, the selected candidate will temporarily work an administrative schedule (Monday through Friday from 8:00 a.m. to 5:00 p.m.) for approximately the first three months. Upon completion of the training period, the employee will transition to the regular schedule of the position.

What will you need to be successful?

Education

• Bachelor's degree in Information Technology, Computer Engineering, Industrial Engineering, Systems Engineering, Electronics Engineering, Automation Engineering, or a related technical field.

Licenses/Certifications/Competencies

• ITIL Foundation Certification (Preferred)
• Tulip University Certifications (Preferred)
• Microsoft Azure Fundamentals or equivalent technical certification (Preferred)

Experience

• At least 1 year of experience supporting manufacturing systems, Operational Technology, MES, eDHR, industrial software, or enterprise applications (Must)
• Experience with incident management platforms such as ServiceNow (Preferred)
• Experience supporting software applications in a regulated manufacturing environment (Preferred)
• Experience with Tulip, MES, SAP integrations, databases, APIs, or industrial connectivity solutions (Desirable)

Languague:

• Advanced English (Must)

Knowledge

• Knowledge of manufacturing systems and operational processes (Must)
• Knowledge of ITIL service management principles, technical documentation and knowledge management skills. (Preferred)

Competencies:

• Incident and problem-solving skills,
• strong analytical and troubleshooting abilities,
• effective verbal and written communication skills, customer service orientation, ability to work in cross-functional and global environments.

Physical Demands

• Ability to sit and work at a computer workstation for extended periods
• Ability to occasionally move and install IT/OT equipment up to 25 lbs
• Ability to access manufacturing, laboratories, warehouse, and production environments following site safety requirements

You. Unlimited

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion + Belonging - Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website https://www.smith-nephew.com/

• Your future: stock purchase program, referral bonus, subsidy in transport and food, recognition program.
• Work/Life Balance: Extra days off, birthday off, voluntary hours.
• Your Wellbeing: company doctor, medical insurance, gym, health campaigns, employee assistance program, parental leave.
• Flexibility: Hybrid work model (for more professional roles), flexible schedules.
• Training: Training program, unlimited learning.
• Extra perks: employees association, and more…

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