General requirements: Able to provide LIMS technical support in a GMP regulated environment.
General working knowledge of laboratory testing processes and documentation.
The role requires troubleshooting and communication skills, initiative, determination and responsibility.
Responsibilities include but not limited to: ·Manage and complete all Support tickets in a timely manner related to troubleshooting at the application level, errors, user configuration, user creation, deletion.
·Work directly with level 3 administrators to resolve any issues/requests escalated to the Level 3 team.
·Contribute to the support and maintenance of operating procedures (SOPs and Work Instructions) pertaining to LIMS by reviewing updates to documents as requested by the validation lead/system manager.
·During LIMS upgrades and/or enhancements, perform development testing and support user acceptance testing, and upgrades.
·Identify opportunities for improving LIMS functionality and performance and provide recommendations to the system manager.
·Identify opportunities for streamlining LIMS business processes to improve efficiency and compliance and provide recommendations to the system manager.
·Maintain the LIMS system in a state of GMP compliance to ensure data integrity by following all related SOPs as they pertain to support duties.
·Perform LIMS maintenance tasks including:Account maintenance, periodic review of account and System Audit Trail and server maintenance.
1.As a Support Engineer, provide support with LIMS system in GxP environment.
2.Experience in service desk tools such as ServiceNow.
3.Experience in Citrix Receiver, XenApp platforms.
4.Good understanding of Active Directory, SharePoint.
5.Take ownership of incidents and service requests and work to resolve them to user satisfaction while adhering service-level agreements.
6.Regularly compile and provide metrics on incidents and service requests, trends to management.
7.Skills:
a.Good understanding of Laboratory Informatics Systems and business processes.
b.Excellent verbal and written communication skills.
c.Experience working in Pharmaceutical R