Associate Business Systems Analyst

Sandisk understands how people and businesses consume data and we relentlessly innovate to deliver solutions that enable today's needs and tomorrow's next big ideas. With a rich history of groundbreaking innovations in Flash and advanced memory technologies, our solutions have become the beating heart of the digital world we're living in and that we have the power to shape.

Sandisk meets people and businesses at the intersection of their aspirations and the moment, enabling them to keep moving and pushing possibility forward. We do this through the balance of our powerhouse manufacturing capabilities and our industry-leading portfolio of products that are recognized globally for innovation, performance and quality.

Sandisk has two facilities recognized by the World Economic Forum as part of the Global Lighthouse Network for advanced 4IR innovations. These facilities were also recognized as Sustainability Lighthouses for breakthroughs in efficient operations. With our global reach, we ensure the global supply chain has access to the Flash memory it needs to keep our world moving forward.

Description

Job Description

Essential Duties And Responsibilities

Associate Business Systems Analyst is responsible for providing first-level operational support for IT manufacturing applications to ensure uninterrupted factory operations. The role serves as the primary point of contact for incident management, service request fulfilment, system monitoring, user support, and operational issue resolution, while collaborating closely with L2/L3 support teams, business stakeholders, and global IT teams.

Qualifications

Required Education:

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field.
• An equivalent combination of education, technical training, and relevant manufacturing IT support experience may be considered.
  
  

Experience

1 to 3 years of experience supporting enterprise applications, manufacturing systems, or IT operations.

Experience Within a Manufacturing Or Semiconductor Environment Is Preferred.

Exposure to incident management, production support, and service management processes is advantageous.

Experience working in a shift-based operational support environment is preferred.

Key Responsibilities

Manufacturing Applications Support

Provide first-level operational support for manufacturing IT applications such as Manufacturing Execution Systems (MES), factory automation platforms, reporting solutions, and other production-critical systems.

Diagnose, troubleshoot, and resolve application-related incidents and service requests in accordance with established service level agreements (SLAs).

Perform routine application administration activities, including user access management, configuration maintenance, and operational support requests.

Monitor application health, system alerts, and operational dashboards to proactively identify and address issues.

Support application availability and business continuity objectives through timely incident response and resolution.

Collaborate with Production, Engineering, Planning, Quality, and business users to restore services and minimize operational impact.

Coordinate with L2/L3 IT support teams, infrastructure teams, database administrators, and external vendors during incident resolution activities.

Incident and Service Request Management

Serve as the primary point of contact for IT manufacturing application support through phone, email, Microsoft Teams, ServiceNow, and walk-in support channels.

Investigate incidents, perform root cause identification, and implement first-level corrective actions whenever possible.

Escalate unresolved issues to the appropriate technical support teams while maintaining ownership through resolution.

Ensure all incidents, service requests, workarounds, and resolutions are accurately documented within ServiceNow.

Adhere to incident management, problem management, and escalation procedures.

Documentation and Continuous Improvement

Develop and maintain operational runbooks, standard operating procedures, troubleshooting guides, and knowledge base articles.

Participate in problem management activities, root cause analysis investigations, and corrective action planning.

Identify opportunities to improve application monitoring, support processes, incident response efficiency, and operational effectiveness.

Support process standardization, automation initiatives, and continuous service improvement activities.

Contribute to operational readiness activities for system upgrades, maintenance, and new application deployments.

Shift Coverage Requirements

• Participate in a rotating 24x7 shift schedule to provide continuous operational support for IT manufacturing applications and factory systems.
• Provide support coverage during weekends, public holidays, factory shutdown periods, and peak production windows.
• Perform structured shift handovers to ensure seamless operational continuity across support teams.
• Respond to critical production incidents and emergency recovery situations when required.
• Support planned maintenance, application upgrades, and disaster recovery activities outside normal business hours as necessary.
  
  

Technical Skills

Manufacturing Systems

Knowledge Of One Or More Of The Following

• Manufacturing Execution Systems (MES)
• Factory Automation Systems
• Inventory Management Systems
• Production Tracking and Reporting Systems
• Quality Management Systems
• Manufacturing Data Collection Systems
  
  

IT Technologies

• Windows Server and Windows Client Operating Systems
• SQL Server, Oracle Database, and MySQL
• Microsoft Active Directory
• Microsoft 365 Services
• ServiceNow IT Service Management Platform
• Monitoring and Alerting Tools
• Basic Networking Concepts and Troubleshooting
• Application Performance Monitoring Tools
  
  

Operational Knowledge

• ITIL Foundation Concepts
• Incident Management
• Problem Management
• Change Management
• Service Request Fulfilment
• Production Support Processes
• Service Level Agreement (SLA) Management
  
  

Behavioral Competencies

• Strong analytical and troubleshooting capabilities.
• Ability to perform effectively under pressure during production-critical incidents.
• Excellent verbal and written communication skills.
• Strong customer service orientation and ownership mindset.
• Ability to work independently within a shift-based support environment.
• Effective stakeholder management and cross-functional collaboration skills.
• High attention to detail, operational discipline, and commitment to service quality.
• Strong teamwork and collaboration across IT teams.
  
  

Key Performance Indicators (KPIs)

Performance Will Be Measured Against The Following Objectives

• Application Availability and Stability
• Incident Response and Resolution Performance
• Mean Time to Restore Service (MTTR)
• First Contact Resolution Rate
• SLA Compliance
• Escalation Management Effectiveness
• Shift Handover Quality and Accuracy
• Customer Satisfaction (CSAT)
• Reduction of Recurring Incidents
• Production Downtime Prevention and Recovery Performance
• Knowledge Base and Documentation Quality
  
  

Additional Information

Sandisk thrives on the power and potential of diversity. As a global company, we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe the fusion of various perspectives results in the best outcomes for our employees, our company, our customers, and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect and contribution.

Sandisk is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process. Please contact us at [HIDDEN TEXT] to advise us of your accommodation request. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.