Quality System Specialist /System Process Specialist

Background:

Are you passionate about Information (IT) and Automation Technology (OT) and aspiring to make a meaningful impact? You are a customer focused individual with aspiration to deliver high quality support in a GMP Lab environment.
We Make Medicines!
Behind every product sold by the company is Pharma Global Technical Operations (PT). Starting with Phase I of the development process and continuing through to product maturity, PT makes lifesaving medicines at 11 locations, with the support of partners from around the world. Information (IT) and Automation Technology (OT) teams are key in producing and delivering medicine to patients. The organization is currently undergoing a transformation towards digitalization, advancing fundamental elements to meet future needs, such as leveraging new technologies.
You as a System Process Specialist (SPS) will be acting in the 1-Stop-Shop and are part of the support and 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 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. In projects, the System 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.

The perfect candidate:

The perfect candidate is familiar with ITSM processes and support tools for incident and change management. Also we are looking for someone who works independently within guidelines while receiving minimal guidance.

General Information:

* Start date: asap
* Planned duration: 12 months
* Extension (in case of limitation): possible
* Workplace: Basel
* Workload: 100%
* Remote/Home Office: no

Tasks & Responsibilities:

* End-User-Support Laboratory Systems
* End to End accountability for 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
* Interface Monitoring (Business Errors)
* Support Execution of system actions
* Support Implementation of new Systems and Equipment
* Continuous Improvement of Laboratory Systems
* Regular exchange with the Support network and or Business Process Experts (BPE) 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.
* Describes the full lifecycle of an integrated Change process to Business Process with System impact. This Framework combines the Assessment of the requirement, build and test work as well as deployment and possibly delivery of the added value to the End User.
* Support Processes & Tools for Laboratory Systems
* Local Labsystem and Lab Equipment Bundle, Application Support for e.g. Cedex Bio, Cedex HiRes, SoloVPE, Cary WinUV
* Local Support of Informatics Products e.g. Central Label Management Software, Nextlab, Labx, Labware, Smartline Data Cockpit, Unicorn
* Use of Service Now for incident, problem, request and change management

Must Haves:

* Relevant completed apprenticeship in IT area or equivalent and/or ideally an advanced degree in the IT or automation field
* 3+ years professional experience in complex business environments
* Knowledge and experience in systems administration and support of laboratory systems
* Knowledge and experience in Windows Server, Active Directory and Client operating systems
* Knowledge and experience in Computerized System Validation
* Knowledge and experience in Network topology
* Fluency German and English is a must (spoken and written)
* Good communication skills
* Service oriented attitude, being able to communicate with our customers, also in emergency situations
* Teamplayer

Nice to Have:

* Knowledge and experience in systems administration in the manufacturing area (e.g. MES, PI, SCADA, PCS)
* Trainer skills, methodology skills to perform trainings for end-users in specific area (refresh and new)

If you are interested in the role and believe that you can be a good fit, please do not hesitate to contact me:

Alba Jansa: +41 76 811 63 99 (Whatsapp)