Application Support Analyst

We are seeking an Application Support Analyst to serve as the named, onsite point of contact for night-shift operations (Irish time: 5pm to 8am next day) at our customer site in Limerick. This role bridges a current coverage gap during out-of-hours windows, providing real-time L1 support, operator guidance, and liaison with the global Tulip Centre of Excellence (CoE) to keep production uninterrupted. The analyst will work directly with floor operators.

Prior Tulip experience is not required – structured, training on the Tulip platform is provided post-hire to candidates with a strong Application Support background.

Key Responsibilities

• Serve as the named, reachable technical contact on Microsoft Teams for floor operators during the assigned night-shift window.
• Provide in-the-moment guidance and best-practice support to operators running production applications (Tulip platform) on the shop floor, building Tulip-specific fluency through structured on-the-job training.
• Clarify production issues in real time to minimize floor downtime.
• Triage and resolve L1 platform issues: login failures, user provisioning, password resets, and role verification.
• Support station registration, peripheral troubleshooting, and device connectivity for shop-floor connected hardware.
• Raise and track Incidents and Service Requests with the global Tulip CoE through to closure.
• Perform initial root-cause analysis on recurring or high-impact issues and escalate per defined SOPs.
• Execute formal shift handover to incoming remote (India-based) support resources, ensuring no incident is lost between shifts.
• Maintain and contribute to the shared knowledge base – known issues, FAQs, workarounds, and troubleshooting guides.
• Complete the Tulip platform onboarding and certification pathway provided within the initial ramp period.

Required Qualifications

• 4–8 years of experience in application, production, or IT support roles, with meaningful exposure to manufacturing or shop-floor systems.
• Demonstrated experience in an Application Support role (L1/L2, business-critical systems, shift-based, customer/floor-facing) is mandatory – general IT helpdesk experience alone does not meet this requirement. Hands-on Tulip or comparable Manufacturing Execution System (MES) platform experience is a plus but not required; full structured training on Tulip is provided post-hire.
• Awareness of GxP principles and documentation discipline is good to have; this role does not perform formal validation execution or sign-off.
• Experience with ticketing/ITSM tools (ServiceNow or equivalent) and Microsoft Teams-based support workflows.
• Demonstrated ability to work independently during unsupervised night-shift hours and make sound L1 triage/escalation judgment calls.
• Strong verbal and written communication skills – this is a customer-facing, named-contact role.
• Willingness and ability to work a rostered night-shift pattern, including weekends, on a rotating schedule.
• Eligible to work onsite in Limerick, Ireland without employer-sponsored visa support required at engagement start.

Preferred / Nice-to-Have

• Prior hands-on exposure to the Tulip platform (app-building, station configuration) is a bonus, not a requirement – candidates who meet the mandatory Application Support experience bar above will be trained on Tulip.
• Experience supporting pharmaceutical, medical device, or other regulated manufacturing environments.
• Prior experience in an outsourced/staff-augmentation or managed-support delivery model.