Administrator, Sr System

Job Summary

Under general direction you are responsible for activities related to system administration of various systems within the Global Information Systems department. The incumbent will ensure long‑term requirements of systems operations and administration are met and is responsible for the installation, maintenance, configuration, and integrity of computing systems. May be required to be on‑call; all such work is covered by the on‑call policy.

• Provide support to end‑user computer systems; configure and monitor computers and applications.
• Conduct routine hardware and software audits of workstations and some servers to ensure compliance with established standards, policies and configuration guidelines.
• Develop and maintain a comprehensive operating‑system hardware and software configuration database/library of all supporting documentation.
• Develop and promote standard operating procedures.
• Implement operating‑system enhancements that improve reliability and performance.
• May be asked to be a technical lead on selected teams/projects.
• Manage system backups, disaster recovery and business continuity strategies.
• Provide customer service based on company standards.
• Investigate, diagnose and resolve incidents with co‑workers and customers.
• Use the ITSM system in accordance with GIS processes; monitor and communicate progress of assigned tickets and elevate if necessary.
• Act as an escalation point of contact for GIS service delivery, issues, requests and concerns following the ITSM processes.
• Liaise regularly with internal customers and teams to understand their needs and keep them current with the progress and findings of applicable projects.
• Provide accurate and complete documentation of processes and procedures to ensure systems can be supported.
• Respond to more complex and sometimes unconventional queries from managers, team members, other employees and internal customers, providing technical and business‑process advice in the relevant area of expertise.
• Utilize advanced problem‑solving techniques to identify root causes of issues with internal customers and contractors, or to determine courses of action for complex activities.
• Demonstrate team‑leadership attributes, incorporating personal leadership with communication and knowledge transfer.
• Develop an in‑depth understanding of all Apotex policies, procedures and standards and operating processes associated with their information technology area.
• Ensure that advice given to internal clients and co‑workers complies with directives and is provided in a professional manner.
• Proficient in office automation tools including Word, Excel, PowerPoint and Outlook.
• Provide input in the development or amendment of Standard Operating Procedures and IT Operations processes, including verified solutions, policies, procedures and technical standards.
• Work in a safe manner, collaborating as a team member to achieve all outcomes.
• Demonstrate behaviours that exhibit the organization’s values: collaboration, courage, perseverance and passion.
• Ensure personal adherence to all compliance programs, including the Global Business Ethics and Compliance Program, Global Quality policies and procedures, safety and environment policies, and HR policies.
• All other relevant duties as assigned.

Education: Post‑secondary education in computer science or a related field, or equivalent work experience.

Knowledge, Skills and Abilities:

• Strong customer service ethic.
• Advanced hands‑on experience with latest IT technologies such as Microsoft Active Directory, SCCM, VMware and storage services.
• Experience with manufacturing, laboratory or enterprise systems/applications in the life sciences industry is an asset (e.g., Empower, LabX, Delta
  
  V, Documentum, Track Wise).
• ITIL V3 Foundations training.
• Excellent listening skills and ability to follow instructions and guidelines clearly.
• Advanced, concise and clear written and verbal communication skills in a variety of settings and styles.
• Demonstrated ability to make decisions, solve and troubleshoot problems based on analysis, experience and judgement.
• Demonstrated ability to originate or initiate new and unique ideas to…