Functional Analyst, Site Support

At Ball, integrity and trust are the foundation of who we are. Guided by our core values—"We Care. We Work. We Win.”—we create a culture where every voice matters and every idea drives progress.  

Together with our global employees, customers, and partners, we’re turning bold sustainability goals into reality and shaping a future we can all be proud of. 

Create a new future. Apply Today. 

Primary purpose of the position:

Provide IT Support, responding to end user inquiries and troubleshoot issues promptly and efficiently.
Responsible for overseeing the implementation, performance tuning, and recovery procedures for mission-critical enterprise systems and supporting infrastructure. This role serves as a technical resource in IT administration for complex operating environments, recommending configurations and operations of IT components. The position involves investigating feasibility, analysing requirements, and developing detailed specifications to provide high quality service to our customers.

Essential Responsible Areas: 

• Administer and support complex environments, including core infrastructure tools and technologies. Perform hands-on administration tasks including installation, configuration, backup, and recovery.
• Review monitoring, capacity, and configuration management of complex technologies to ensure acceptable performance and adherence to service level agreements.
• Ensures the delivery of high quality technical solutions that meet business needs. Configures, develops, tests, monitors, and supports changes and enhancements to IT environment.
• Takes a broad perspective to identify innovative business solutions that challenges the business on their assumptions of how they will successfully execute their plans.
• Administer systems and/or networking in a large corporate environment with multiple global locations and a user base of 15k+.
• Perform duties within ITIL best practices guidelines for Incident, Change, Request, and Problem management. Utilizes other industry ITSM best practices where relevant to Ball’s future.
• Adhere to security best practices, governance, and compliance laws such as HIPAA, SOX, GDPR, LGPD, etc.
• Define detailed specifications in compliance with operations architecture to solve complex business problems.
• Work closely with third-party vendors including software providers, implementation partners, and consultants.
• Tune infrastructure parameters for efficient resource utilization and suggest improvements for optimization.
• Provide Tier 2 infrastructure support, follow support escalation processes, and maintain documentation.
• Suggests improvements to optimize the current environment with tools for efficient turnaround.
• Creates and maintains standard operating procedures (SOP) and other necessary documentation.

Professional & Education Qualification:

• Broad training in a related field usually acquired through college. Bachelor’s degree in a relevant field preferred.
• Job related experience for 2-5 years minimum.
• 3+ years development experience implementing solutions for complex systems support business processes.
• Experience in communicating and collaborating with external and internal customers to analyse information needs and functional requirements and deliver the following artifacts as needed: (functional requirements (business requirements document), iii, use cases, GUI, screen and interface designs).
• Experience in driving process and technology re-engineering using industry practices e.g., Six Sigma, Lean, Kaizen, COBIT, ITIL, CMMi

Skills & Knowledge

• Proven focus in metrics-driven delivery: defining Service Level Agreements (SLAs), monitoring SLAs, enhancing environment to meet SLAs.
• Ability to manage and maintain SLAs for incident, request, change and problem management.
• Ability to communicate clearly and provide broader IT perspective to clients.
• Ability to negotiate with customers to promote or sell ideas or concepts.
• Ability to manage and prioritize multiple, complex initiatives simultaneously
• Ability to handle sensitive and proprietary information confidentially.
• Ability to work in a manufacturing environment while maintaining proper PPE compliance.
• Demonstrate strong customer service skills while adhering to company policies and standards
• PLC programming experience is a plus.
• Proficient in end-user support, hardware and software setup, infrastructure installation and integration.
• Experience with ServiceNow or and ability to create Dashboards/Reports.
• In-depth technical knowledge and expertise in field. Strong development skills in relevant technology
• Understanding of ITIL best practices, security standards, and governance/compliance laws.
• Familiarity with agile practices, project management methodologies.
• Advanced technical skills in networking, server administration, and system troubleshooting.
• Experience in handling large-scale infrastructure environments and user bases.
• Familiarity with Manufacturing/Quality System support, including SFOL and BPLM systems. Strong understanding of systems/applications troubleshooting and IT/OT convergence.