Description :

- What will you be doing?

Application Support (80%) :

- 3rd Party Technical Support Coordination : Collaborate with external vendors/partners to resolve incidents and service requests.

- Customer/Business Partner Coordination : Work directly with end-users to troubleshoot escalated issues and keep them informed about the progress of their requests.

- IT Partner/Stakeholder Coordination : Coordinate with internal IT teams (service desk, network, Windows, IAM) to resolve incidents and service requests.

- Configuration Item Management : Ensure all configuration items in ServiceNOW are accurate and up to date.

- Change Ticket Management : Create, update, and manage change tickets through to closure, including coordinating testing with IT, vendors, or business partners.

Process Improvement and Controls (20%) :

- Process Control : Monitor system alerts, escalations, and complaints, managing customer expectations and escalating issues to the appropriate stakeholders.

- Process Improvement : Identify opportunities for process improvement, document them, develop new processes, and present recommendations to stakeholders.

- Training and Knowledge Sharing : Provide training and share knowledge with new team members.

- What will you need to be successful?

Education : Bachelor's degree in computer science, Information Technology, or equivalent.

Licenses/ Certifications : Any one of the certifications listed below is good to have.

- SAFe Certified

- Agile Alliance Certified

- TOGAF Certified

- ITIL Certified

- Any of the ITSM Frameworks

Experience :

- Minimum 3 years of IT support experience leading or providing Level 2 (L2) application support for Manufacturing, Quality Management Systems (QMS), or Regulatory Systems within the medical device, life sciences, or pharmaceutical industries.

- Demonstrated success in ensuring system reliability, resolving complex incidents, and driving service improvements across critical business applications.

- Hands-on experience supporting platforms such as eQMS, RIMSYS, GRS, Calibration Systems, Quality Inspection, Environmental Monitoring, Document Management, Label Printing, CNC Programming, Laboratory Management, or CCMI software.

- Proven ability to collaborate with cross-functional teams, vendors, and business stakeholders to deliver efficient, compliant, and high-quality IT services.

Competences :

- Strong communication and stakeholder management skills.

- Calm and composed under pressure; able to handle escalations effectively.

- Hands-on knowledge of ITIL practices and Quality/Regulatory systems support.

- Ability to collaborate across diverse internal IT teams and external vendors (3rd Party vendors).