Lims/Trackwise Lead Support Analyst

WE ARE LOOKING FOR AN APPLICATIONS SUPPOR ANALYST WHO HAS EXCELLENT LIMS AND TRACKWISE KNOWLEDGE AND WHO HAS WORKED EXTENSIVELY IN THE PHARMACEUTICAL MARKET

YOU MUST HAVE:

- STRONG TECHNICAL AND IT SKILLS
- Experience in supporting validated, 21 CFR Part 11 compliant computer systems
- EXPERIENCE WITH TRACKWISE AND LABWARE LIMS APPLICATIONS or similar Laboratory systems
- Familiarity with Enterprise asset Management system or Aegis Discoverant system
- You will be in charge of managing local applications support activities for a global applications support group.
- You will be part of a distributed/virtual team providing technical applications support to Biogen Idec Pharmaceutical Operations and Technology personnel (PO&T).
- You will have knowledge of PO&T applications and at least 6-7 years of experience working in a GMP environment.
- Being an effective communicator, interpersonal skills and a proven customer service background is a must.

YOUR RESPONSIBILITIES INCLUDE:

- Communicating and coordinating with application users to resolve their application issues and requests.
- Investigating, debugging and resolving Level 2 or escalated application issues.
- Coordinating issue resolution and site communications
- Dealing with end-users directly, understanding their needs and resolving their issues
- Toubleshooting and resolving application issues.
- Proactively identifying issues, independently resolves routine issues, escalates more complex issues as required
- Implementing configuration changes, Perform technical tasks software installations, environment refreshes, backups, performance measurement for supported applications
- Creating and modifying standard operating procedures and systems documentation
- Provide master data support for supported applications
- Preparing and following business documentation, work instructions, SOPs and knowledge management information for applications support
- Performing systems testing and validation testing for applications as required
- Document application changes and configuration in appropriate change control and change management systems.
- Weekly compilation and coordination of service metrics and KPI reporting to ensure effective service delivery
- Service follow up and resolution of escalated service issues and deficiencies as required.

If you are interested in applying for this role please send your CV or call now.