System specialist

Local to Louisville KY area - Hybrid position after training is complete.

Intake Call 2 / 28 / 2024 at 9am PST

A Systems Process Specialist acts in the 1-Stop-Shop and is part of the support, continuous improvement and onboarding and adoption value streams.

The Systems Process Specialist has a profound process understanding and is collaborating with the Business Support Community to continuously improve business processes and underlying IT applications.

By this, System Process Specialist acts as a trusted adviser of the end-user for any kind of inquiry as well as a bridge between the end user and other roles in the various support layers and can raise incidents on behalf of the user area or work with managers to train users .

The role is specialist on a specific operation process area and is providing end-user support based on in-depth and long time professional experience in this domain.

In projects the Systems Process Specialist can also represent the interests of the systems user group and has the responsibility of coordinating and bringing input from the area of responsibility to the project and communicating project goals, information and progress back to the business areas.

Qualifications :

Education / Certification / Working experience

Bachelor's degree in Informatics, Engineering, or equivalent with 5 years of experience with SAP R3.

Experience / familiar with IT / Automation system support in biotech / pharmaceutical manufacturing GMP environment is a plus

Experience with the design, implementation, commissioning, qualification / validation and maintenance of Manufacturing Execution Systems (MES), and / or Process Automation Systems (Client).

Experience or familiarity with PharmaSuite MES, SAP S4 HANA, Mulesoft, SingLIMs is a plus.

Knowledgeable about Windows Server Administration, SQL Databases, OPC communication, software development for web based interface, integration with enterprise business systems (Mulesoft, LIMS, SAP, etc), RestAPI, Cyber Security and Data Integrity concepts.

Soft Skills :

Strong technical writing, verbal communication, interpersonal and problem-solving skills

Strong analytical skills for effective troubleshooting and problem solving

Candidates must be able to work well with others as a team member in an informal results- oriented work environment.

Self-driven, Must have good communication skills (both verbal and written), and be able to work collaboratively with other groups.

Passionate in learning and sharing / leveraging best practice; embed it as "next practice" to achieve greater impact

Good service delivery through an agile mindset, stability, flexibility and speed Eager to explore new technology and have the ability to learn new concepts.

Excellent Customer Service / Interpersonal skills

Description :

1) End User Operation Support

Performs Level 1 On Site / Remote support and troubleshooting of applications, primarily focused on SAP R3 and S4Hana but could expand to PI, MES, etc.

Acts as Point of Contact for End User / business stakeholders in terms of business requests and IT related issues via IT service ticket system.

Escalate and follow through IT Service tickets to 2nd Level support to seek Global Team support to resolve issues in a timely manner.

Assign the correct and reasonable priority for IT issues on request of the end user

Triages, prioritizes requests and tries to identify the nature / root cause of an issue (handling issue, data issue, authorization issue, IT issue).

Distributes application issues that cannot be solved to the Agile Operation Teams.

Supports issue clarification on request of the Agile Operations Teams.

Validate the resolution proposals and perform the necessary test in case tests are required on request of the Agile Operations Teams.

Cooperate with Agile Operations Teams.during analysis of reported incidents

Maintain close coordination and communication with End User / site business stakeholders for major incidents.

For new IT initiatives / product / system roll out / Go Live to site, provide on site / remote on call support per business requirement such as adopting business shift pattern during initial roll out and stand down to remote On Call post Hyper Care after successful roll out.

Support Global / Enterprise and Local ITOT application / system

Support IT security patch management for local ITOT systems if required.

Act as Subject Matter Expert on IT technical related type of requests and enquiries to support business during GMP audits;

Planned / Unplanned Events etc.

Provide 24x7 routine operation service support per Service Level Agreements to

business.

Support / Participate Lifecycle planning / execution of ITOT systems (if applicable / required)

Describes the full lifecycle of an integrated Change process to Business Process or IT System or both. This Framework combines the Assessment of the requirement, Build and Test work as well as Deployment and eventually delivery of the added value to the End User.

Support / Participate Computer System Validation qualification for ITOT system (if applicable / required)

Support / Participate retirement / decommissioning ITOT system / applications (if

applicable / required)

Adhere to the requirements specified in IT related Roche's quality policies / quality standards or related SOP.

2) Continuous Improvement

Regular exchange with the Support network and or Business Process Experts on support cases, best practices and process improvement proposals with network relevance

Helps the End User to submit new ideas for process improvements, allowing a comprehensive approach for assessing both the process interdependencies as well impact to all underlying systems.

3) OnBoarding & Training

Coordinate and conduct End User training

Supports user authorization workflows (e.g. request, verify training, approve)

Add information to the knowledge base

Create / Review information Knowledge Article

Create / Review training material

Initiate knowledge management process

EEO :

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority / Gender / Disability / Religion / LGBTQI / Age / Veterans.

Last updated : 2024-03-01