Sr. Application Support Lead, Manufacturing Systems | Primient

About Primient

Primient is a century old company with an entrepreneurial spirit. We are a leading producer of food and industrial ingredients made from plant-based, renewable sources. We deliver value through deep technical, commercial, and operational excellence that is backed by our long-standing corn wet milling heritage. Wherever we are in the process, from field to customer, our priorities are focused on ensuring we produce the safest, highest quality products through practices that uphold both our responsibility and commitments to the challenge and drive for excellence, our people and our planet. We are a privately held company with locations across the US, Mexico, Poland, and Brazil. We’re investing in our plants and people to unlock our potential in the industrial and food sectors. Guided by our values of Safety, Excellence, Integrity, and Growth, we’re focused on growing our business, our reputation, and the career of every teammate.

About the Role

The purpose of the Sr. Analyst, Applications Support Lead role is to oversee the support, performance, and lifecycle management of manufacturing-critical applications across the organization while ensuring a strong customer service experience for end users and business stakeholders. This includes managing a team of support specialists, coordinating with key stakeholders, and implementing best practices to ensure reliability, efficiency, and alignment of applications with business objectives. The role is responsible for vendor oversight, incident escalation, and adherence to ITIL processes (e.g., Incident, Problem, Change, Release, Capacity, Availability), as well as ensuring audit readiness and compliance. The Applications Support Lead focuses on manufacturing and laboratory applications used by functional teams (e.g. Plant Managers, Plant Maintenance, Quality), partnering closely with business stakeholders to prioritize issues, optimize workflows, and deliver value through improved application performance.

Key responsibilities:

• Provide Application Support: Deliver day-to-day technical support for business and manufacturing software applications while maintaining a strong customer service mindset and timely communication with end users.  
• Manage Upgrades and Maintenance: Oversee upgrades, vulnerability management, and monthly Windows updates to ensure applications remain current, secure, and high performing.
• Develop and Maintain Integrations: Support and enhance interfaces to ensure seamless data flow across systems.
• Coordinate Cross-Functional Support: Collaborate with internal teams and assist with project updates, and ongoing support needs across departments.
• Deliver Customer-Focused Support: Provide responsive, professional, and solutions-oriented support to business users by listening to their needs, communicating clearly, resolving issues timely, and ensuring a positive service experience.
• Monitor and Optimize System Performance: Assess manufacturing systems for performance and efficiency, identifying opportunities for improvement and optimization.
• Lead Vendor Management: Oversee outsourced vendor performance by reviewing SLA and CSAT metrics and ensuring adherence to support standards.
• Represent the User Voice: Act as the primary advocate for users, addressing escalations and working to continuously improve customer satisfaction.
• Support Audit and Compliance: Ensure all assigned audit tasks are completed on time and that applications meet compliance and documentation standards.
• Participate in Lifecycle Planning: Contribute to application lifecycle management by collaborating with Strategy and Innovation teams.
• Promote Safety and Incident Readiness: Maintain a safe working environment and remain available for critical incidents impacting manufacturing systems and business integrity.

About You

Required and Preferred Education/Certification

• Bachelor's degree in IT, Computer Science/Engineering or related disciplines (preferred)
• A broad background working in IT, possibly underpinned by (required)
• Technical degree (2 or 4 year) (preferred)

Required and Required Work Experience

• Minimum of 1 year experience with IT Service Management processes and tools (e.g., ‘ServiceNow’ Service Desk) (preferred)