Incident Problem Manager Jobs in Decatur, IL (NOW HIRING)

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.

The purpose of the Sr. Analyst, Applications Support Leadrole 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 experiencewith IT Service Management processes and tools (e.g., 'ServiceNow' Service Desk) (preferred)
• Minimum of 2 years in Application Support (preferred)
• Experience in Plant Operations and Grain Elevator (preferred)
• Experience with ITIL V3 (preferred)
• Experience providing customer-focused technical support, including responding to user issues, managing escalations, communicating status updates, and partnering with stakeholders to ensure timely resolution and a positive service experience.
• Leadership experience managing global teams and building relationships with senior Stakeholders in complex/matrix organizations (preferred)

• Competitive Pay

• Multiple Healthcare plan choices

• Dental and vision insurance

• A 401(k) plan with company and matching contributions

• Short- and Long-Term Disability

• Life, AD&D, and Voluntary Insurance plans

• Paid holidays & vacation

• Floating days off

• Parental leave for new parents

• Employee resource groups

• Learning & development programs

• Fun culture where you have an opportunity in shaping our future

We are believers in the power of difference. We strive to represent the communities in which we operate and to provide an inclusive, welcoming environment for all. We want Primient to be a place where every employee feels they belong and knows they are seen, heard, valued and safe to speak up. Our aspiration is to unlock the full potential in diverse perspectives, while offering everyone an equal chance to grow,

Primient is an equal opportunity employer, committed to the strength of an inclusive workforce.

California Consumer Privacy Act ("CCPA")

The Company is committed to complying with the California Consumer Privacy Act ("CCPA") and all data privacy and laws in the jurisdictions in which it recruits and hires employees. We collect the following categories of personal information for the purpose of hiring the best qualified applicants and to comply with applicable employment laws: Name and contact information; Job preference and work availability; Social Security Number and/or other identification information; Education and qualifications; Employment history and experience; Military service; Reference and background check information, including relevant criminal history and credit history; Social media information; Pre-employment test results; Post-offer medical examination information and results, including drug test results; Voluntary self-disclosure information regarding minority, veteran, and disability status; and Information provided by you during the hiring process.