Senior Analyst - Manufacturing

Who are we?

At Vertiv, we’re on a mission to empower the people that will power the future. From a simple swipe to life-changing medicines, from push notifications to generative AI. We design, manufacture, and service the products and solutions that keep the world connected. With $6.9 billion in sales, a strong customer base and global reach spanning nearly 70 countries, we are uniquely positioned to deliver greater value to our customers and create new opportunities for our people.

We are currently seeking a Senior Analyst - Manufacturing to join our dynamic team in Piove di Sacco (PD), Italy!

The ERP Second Level Support (RUN) Senior Analyst is accountable for ensuring advanced functional support and deep root-cause analysis for complex issues escalated from Triage and Junior Analysts, acting as the subject-matter expert for  Oracle EBS module related to manufacturing (mainly INV, MDM, WIP, MFG Configurator, Quality, MRP, ASCP, Project Manufacturing).

This role contributes to stable operations by driving effective resolution, implementing preventive measures, and supporting continuous improvement of Oracle EBS processes. The Senior Analyst takes end-to-end ownership of complex tickets, designs and validates functional fixes and workarounds, and ensures structured ticket handover within the Follow-the-Sun model to deliver uninterrupted support coverage.

As a qualified first line of defense within the ERP Second Level Support team, this role partners with the Shift Manager, Domain Head, Junior Analysts, ERP Tech Factory, and ERP Product Specialists to ensure seamless escalation paths, high-quality resolution, and consistent service delivery aligned with the organization’s Run operating model. The role also includes coordinating and prioritizing activities across the analyst team to optimize resource utilization, balance workloads, and ensure consistent quality of service and deliverables.

What kind of work will you be doing?

Ticket Resolution & Backlog Management

• Take end-to-end ownership of complex tickets escalated from Triage and Junior Analysts, ensuring thorough analysis and resolution within SLA targets.

• Support prioritization and backlog management, especially for high-severity incidents, ensuring alignment with business impact and SLA requirements.

• Design, validate, and implement functional fixes and workarounds, confirming solution effectiveness with key business stakeholders.

• Generate structured ticket handover materials to ensure continuity in the Follow-the-Sun model.

Root-Cause Analysis & Continuous Improvement

• Perform in-depth root-cause analysis for complex or non-standard incidents, accurately identifying underlying functional and process failures.

• Define corrective actions and drive preventive measures to reduce recurring incidents and improve process stability.

• Contribute to continuous improvement initiatives by identifying patterns, proposing configuration or process enhancements, and sharing findings with the broader team.

Escalation & Collaboration

• Promptly engage the ERP Product Specialist when additional expertise is required or challenges arise beyond functional scope.

• Escalate unresolved issues to ERP Tech Factory, providing comprehensive documentation of analysis performed and resolution attempts.

• Provide updates on solution design and technically resolved tickets to the Shift Manager and relevant stakeholders.

• Participate in cross-functional stand-ups to remove blockers and accelerate cross-module resolution.

Governance & Knowledge Management

• Maintain and enhance knowledge assets, including functional documentation, troubleshooting guides, and known-error records.

• Support regression, UAT, and hypercare testing to ensure operational readiness for releases.

• Drive the adoption of enabling technologies (ServiceNow, Oracle EBS, SharePoint) for efficient ticket tracking and resolution documentation.

What will make you successful?

• 3–5 years of experience in Oracle EBS functional roles with exposure to complex incident management.

• Established specialization in at least one Oracle EBS module related to manufacturing.

• Proven experience in handling complex, unstructured, or cross-module incidents.

• Deep understanding of end-to-end business processes related to the assigned Oracle EBS module.

• Advanced capability in conducting root-cause analysis and translating findings into actionable corrective measures.

• Proficiency in executing low-risk functional configurations following fit-to-standard principles.

• Strong analytical thinking and structured problem-solving skills.

• High sense of ownership and end-to-end accountability.

• Effective communication and stakeholder management, including in international contexts.

Nice-to-have

• Experience working in Follow-the-Sun or shift-based global support models.

• Familiarity with ITIL-aligned incident management frameworks and tools (ServiceNow).

• Background in ERP support environments within manufacturing or industrial organizations.

• Knowledge of continuous improvement methodologies and preventive maintenance approaches

Key Performance Indicators:

• SLA compliance rate

• Mean Time to Resolve (MTTR)

• First Contact Resolution rate (FCR)

• ERP incident recurrence rate

• Ticket re-open rate

• Knowledge base contribution rate

If YOU are the person we are looking for, feel free to apply and let's start drafting your future career in a healthy and growing environment!

The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

OUR BEHAVIORS

• Own It
• Act With Urgency
• Foster a Customer-First Mindset
• Think Big and Execute
• Lead by Example
• Drive Continuous Improvement
• Learn and Seek Out Development

The anticipated salary range for this role in Piove di Sacco (PD), Italy is between 43.000€ to 55.000€ gross per year (based on a full-time working week). Certain roles may be eligible for variable compensation and benefits. Where applicable, a comprehensive overview of the full benefits package and any additional compensation will be provided during the recruitment process in accordance with local legal requirements. Compensation is determined based on objective, gender-neutral criteria, including skills, experience, and job responsibilities.

The applicable National Collective Bargaining Agreement (CCNL) for this role is Metalmeccanico Industria.

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Vertiv is an Equal Opportunity/Affirmative Action employer.

We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to [email protected].

If you are interested in applying or learning more about this role, please visit the company’s career page located on Vertiv.com/Careers