Support Analyst IT – Quality
Core
Provide first and second-level application support for Quality IT systems including LIMS, Polarion, and Sustainability tools to ensure system availability, data integrity, and regulatory compliance for laboratory and supply chain operations.
Role type
Senior IC IT Support Analyst (Quality Portfolio)
Builds
Stable, compliant, and efficient Quality IT operations for laboratory, regulatory, and supply chain processes
Domain
Manufacturing / Life Sciences / Quality Management / Sustainability
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
LIMS support, Polarion support, Sustainability application support, ITIL processes, ticketing tools (ServiceNow/JIRA), root-cause analysis, user training, change management coordination, data governance, vendor collaboration
Preferred skills
Integration knowledge between Quality/ERP/Sustainability systems, basic SQL querying, scripting knowledge, ITIL Foundation certification, Polarion Administrator/User certification
Technologies
LIMS, Polarion, ServiceNow, JIRA, Sustainability tracking tools
Responsibilities
Troubleshoot incidents and resolve user queries for LIMS, Polarion, and Sustainability applications; Monitor system health, performance, and alerts; Manage user support lifecycle including ticket prioritization and escalation; Support business users through training and knowledge articles; Ensure data accuracy and regulatory compliance across applications; Collaborate with vendors for advanced troubleshooting; Contribute to knowledge base maintenance and documentation; Participate in change management processes and go-live activities; Track support metrics and report trends to leadership