Junior - IT Product Support - Service Desk Agent
Core
L2 application support for a regulated Quality Management System (eQMS), handling incidents, service requests, and changes to ensure system stability during operations and go-live periods.
Role type
Junior L2 Service Desk Agent (Regulated Systems)
Builds
Stable eQMS operations for Document Control, Training, and Change Management across global lab sites.
Domain
Life Sciences / Quality Management Systems (GAMP5)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
IT Service Management (ITIL), BMC Helix ITSM, regulated computerized systems knowledge, GAMP5 principles, eQMS functional understanding, web application troubleshooting, global stakeholder coordination, English written communication
Preferred skills
Python, SQL, scripting, monitoring, log-analysis
Technologies
BMC Helix ITSM, eQMS
Responsibilities
Triage and resolve eQMS incidents, service requests, and standard changes; Investigate application issues impacting Document Control, Training, and Change Management; Support go-live, hypercare, and post-hypercare activities; Perform initial analysis for scheduler, synchronization, and reporting issues; Coordinate technical escalation with development and infrastructure teams; Maintain operational knowledge articles and troubleshooting notes.
Seniority
Junior, hands-on IC