| Job Description: |
You as a System Process Specialist (SPS) will be acting in the First Level Support / One Stop Shop and are part of the support, continuous improvement structure. The System Process Specialist has a profound process understanding and is collaborating with the Business Community to continuously improve business processes and underlying IT Make, Assess & Release applications. By this, he/she acts as a trusted adviser of the end-user/key-user as well as a bridge between the end user and other roles in the Informatics support layers. The SPS can raise incidents on behalf of the user area or work with Process Owner & other local business roles to train (key-)users.
What you’ll be working on:
End-User-Support Manufacturing & Laboratory Systems
End to End accountability for Make, Assess & Release System support
Responsible for Assess & Release System support
Responsible for 24/7 on-call, nights and weekends on a rotational basis
Personal contact person for Key and End User out of the business department
Log incident/requests into a ticket system for further processing
Triages, prioritizes incidents/requests and performs root cause analysis in problem management (handling issue, data issue, authorization issue, IT issue).
Resolves or forwards incidents/requests based on individual knowledge or knowledge articles
Coordination of End User groups and escalation management as required
Distributes application issues and non-application issues that cannot be solved by him/her, or based on catalog to the 2nd level support
Supports issue clarification on request of 2nd level support
Validate the resolution proposals and performs the necessary test in case tests are required on request of the 2nd level support
Cooperate with 2nd level support team during analysis of reported incidents
Communicating and coordination of End User activities if there is a major incident
System Owner role for local systems with responsibility for providing an IT system or Device based Business requirements.
Interface Monitoring (Business Errors)
Support Execution of system actions
Support Implementation of new Systems and Equipment
Data Integrity / Cybersecurity activities to guarantee IT security, integrity and continuity.
The ideal candidate
Is familiar with support processes and support tools for incident and change management in a GxP environment
Trainer skills, methodology skills to perform trainings for end-users in specific area (refresh and new)
Solid knowledge about business processes in the area of manufacturing & laboratory systems as well as about local specifics and GxP processes and procedures (e.g. clean rooms and gowning procedure)
Possesses in-depth conceptual and practical knowledge in the area of manufacturing & laboratory systems and basic knowledge in related fields.
Solves complex problems and adopts new perspectives when using existing solutions.
Works independently within guidelines; receives minimal guidance.
May lead sub-projects or participates on larger project teams; has on-site responsibility for ongoing activities/goals and product portfolios.
Serves as a point of contact for colleagues with less experience and provides technical guidance.
Expert knowledge about application functionality, expected application behavior as well as known issues or workarounds
Very good networking and communication skills
Fluent English language skills (spoken and written)
Qualifications:
Degree in Information Systems, Automation or related experience.
Highly developed customer focus while giving guidance and striving for excellence
3+ years professional experience in complex business environments and GxP environments. |
