Specialist, Technical Support Analyst(engineering)

Job description

Job Description The Opportunity · Join a global healthcare biopharma company and provide hands-on technical support for the broad portfolio of applications used across Maintenance, Engineering, Asset Reliability, Manufacturing Site Operations, and Environment, Health & Safety. · Build practical experience across enterprise software support, system upgrades, software lifecycle delivery, SDLC, GMP/GxP compliance, cybersecurity, data, integrations, and product operations. · Work with Product Managers, Solution Architects, business users, manufacturing sites, Quality, Cybersecurity, infrastructure teams, vendors, and managed service providers. · Develop transferable technical and product knowledge while contributing to reliable, compliant, secure, and user-focused EHS services. Role Overview We are hiring a Technical Support Analyst to provide day-to-day technical support and lifecycle delivery assistance across the Line. The primary responsibility is to help maintain the availability, reliability, security, compliance, and performance of a wide range of commercial off-the-shelf, SaaS, cloud-hosted, vendor-managed, and enterprise applications. The analyst will have opportunities to work alongside Product Managers and Solution Architects to understand application architectures, integration patterns, cloud services, technical standards, and solution-design principles used across the portfolio. The analyst will troubleshoot & resolve issues reported by end users, perform approved application administration and configuration, execute hands-on upgrade and release activities, maintain SDLC documentation and compliance, support testing and validation, monitor service health, and coordinate with vendors when issues require deeper Level 3 expertise. Work will be performed within established procedures, architecture standards, product priorities, and change-control processes, with coaching and technical direction available for complex or high-risk activities. What You Will Do · Support automation and development activities: Assist with scripting, workflow automation, low-code solutions, reporting enhancements, and configuration-based application improvements. Participate in testing, documenting, and deploying approved technical solutions that improve operational efficiency and user experience. · Provide application support: Respond to incidents and service requests, gather complete issue details, reproduce problems, perform initial diagnosis, communicate status, identify resolutions, test fixes in Test environments, and deploy to prod to restore service within agreed SLAs. · Support systems integration activities: Assist with interface configuration, integration testing, system connectivity validation, data exchange troubleshooting, deployment verification, and coordination of integration-related changes across connected platforms. · Support full lifecycle delivery: Contribute to requirements clarification, configuration, implementation, integration support, testing, validation, deployment, knowledge transfer, operational handoff, upgrades, and retirement activities. Participate in workshops, requirements discussions, solution reviews, and design sessions to build understanding of application functionality, technical architecture, and business processes. · Support reporting and analytics: Assist with development and maintenance of dashboards, operational metrics, support KPIs, and data visualizations to improve service monitoring, decision-making, and product insights. · Troubleshoot technical issues: Investigate application configuration, user access, authentication, integrations, scheduled jobs, data synchronization, databases, vendor-hosted services, client components, infrastructure dependencies, and performance symptoms using available logs and monitoring information. · AI Exposure: Develop foundational knowledge in emerging technologies including workflow automation, artificial intelligence, digital assistants, process optimization, and analytics to support future MEEHS digital initiatives. · Escalate and coordinate Level 3 support: Analyze and document issues, evidence, logs, reproduction steps, business impact, and troubleshooting history; engage vendors or senior specialists; track actions; validate fixes; and communicate outcomes to users and product teams. · Execute system upgrades and releases: Perform upgrade impact assessments, develop implementation plans, hands-on activities for patches, version upgrades, configuration changes, deployments, smoke testing, cutovers, rollback readiness, and post-release verification under approved plans and technical guidance. · Maintain SDLC and GMP compliance: Prepare and maintain required lifecycle records, requirements, risk assessments, test scripts, test evidence, traceability, change records, release records, configuration documentation, periodic-review evidence, and audit-ready support documentation for GxP and non-GxP systems. · Perform application administration: Complete approved tasks such as user and role administration, configuration updates, reference-data maintenance, job monitoring, certificate or service-account coordination, environment checks, and routine platform health activities. · Support testing and validation: Prepare test data, execute approved functional and regression tests, document objective evidence, record and retest defects, reconcile results, and support business acceptance and validation activities. · Monitor service health: Review alerts, job failures, interface status, storage or capacity indicators, recurring incidents, support queues, and vendor notifications; escalate risks and contribute to preventive actions. · Maintain knowledge and runbooks: Create and update support procedures, troubleshooting guides, configuration records, known-error articles, frequently asked questions, release notes, environment inventories, and operational runbooks. · Support data management and integrations: Assist with controlled data loads, migration activities, reconciliation, interface monitoring, data mapping, structured data exchanges, reporting datasets, and maintenance of data quality, accessibility, security, and integrity in accordance with approved controls and standards. · Apply product-centered thinking: Understand the users and business processes supported by each application, identify recurring pain points, capture improvement opportunities, contribute to backlog refinement, and help improve adoption, service health, and user experience. What You Should Have Primary Skills: CAD/BIM REST /JASON SaaS/Azure Secondary Skills : Power BI Powershell/Python GMP CMMS/System Condition Monitoring · Bachelor's degree in Computer Science, Information Systems, Software Engineering, Data Engineering, Engineering, or a related discipline, or equivalent relevant experience. · Approximately 4-7 years of experience in application support, technical analysis, software implementation, IT operations, or a related technology role. · Hands-on experience troubleshooting enterprise applications and working through incidents, service requests, defects, changes, releases, or upgrades. · Basic experience supporting COTS, SaaS, cloud-hosted, vendor-managed, or Windows and web-based business applications. · Exposure to structured SDLC, testing, change control, release management, documentation, and service-management practices. · Experience in pharmaceutical, life-sciences, or regulated manufacturing is preferred. Relevant experience in other industrial environments involving engineering, maintenance, asset reliability, manufacturing operations, construction, or EHS will also be considered. · Ability to learn multiple business applications and technical domains rather than relying on expertise in a single platform. Technical Knowledge · Software Engineering Fundamentals: Basic understanding of software design, software development, testing, source control, configuration management, release management, syst