Description

Key Skills: LIMS, Polarion, ITIL, ServiceNow, JIRA, Problem Solving, Customer Service, Data Governance, Sustainability Applications, Quality Management

Good to Have Skills: Integration knowledge between LIMS, Polarion and other Quality/ERP/Sustainability systems. Basic scripting/SQL knowledge for querying data or generating reports. Certifications in ITIL Foundation, Polarion Administrator/User, LIMS-related training. Experience in regulated industries like consumer goods, pharma, manufacturing with focus on compliance. Ability to work in fast-paced, global matrix environment with cross-time-zone support needs.

Roles & Responsibilities:

• Provide first and second-level support for LIMS, Polarion, and Sustainability applications including troubleshooting incidents and resolving user queries.
• Monitor system health, performance, and alerts while performing routine maintenance and configuration updates.
• Manage user support lifecycle by responding to tickets via ServiceNow/JIRA/Service Desk and prioritizing issues based on business impact.
• Support business users through training sessions, knowledge articles, and best-practice guidance for effective system usage.
• Ensure data accuracy, traceability, and regulatory compliance across supported applications including audit trails and electronic signatures.
• Collaborate with vendors and support teams for advanced troubleshooting, enhancements, and escalations.
• Contribute to knowledge base maintenance, documentation of configurations/workflows, and continuous improvement initiatives.
• Participate in change management processes by assessing impact of updates and supporting go-live activities.
• Track support metrics including ticket volume, resolution time, and user satisfaction for reporting to leadership.

Experience Required: 4+ years of experience in IT application support, preferably in Quality, Laboratory, Compliance, or Manufacturing environments.

Education: Bachelor's degree in Information Technology, Computer Science, Life Sciences, Supply Chain, or related field

Key Skills

Education

Any Graduate