Overview An outstanding opportunity to be responsible for maintaining and managing the world's leading Application Software in the MES (Manufacturing Execution Systems) domain. Be part of a young and dynamic team in one of the fastest growing IT sectors to improve Pharmaceutical Manufacturing and Bio-Technology processes for our customers all over the world. Scope of the Role Take ownership of delivering services by using your analytical and problem-solving skills to overcome customer application incidents and problems in our MES Software (PAS|X). An important part of the role is to ensure that expected standard of measurements are met and the service level agreement (SLA) is maintained by using agreed procedures and processes.
Responsibilities * Follow the standard process for helping customers to identify the application issue, research in our knowledge base to find solutions for known issues, and perform/propose a resolution to the issue to the customer * Clarify the standard functionalities of the application and advise the correct use case to the customer * Diagnose and troubleshoot technical issues which might be related to surrounding systems or applications (e.g. network, OS, database) * Maintain, track and updated incident/problem status in the global tool (ServiceNow). Follow-up and ensure cases are created, updated, and resolved within the service level agreement (SLA) * Escalate unresolved incident cases to defined internal and external teams following agreed workflow in a timely manner * Liaise and collaborate with our global team to perform knowledge transfers in both ways, as well as to take part in process improvement activities Knowledge/Experience/Qualifications * Bachelor's degree in Information Technology, Computer Science, or Engineering * Two or more years of experience working in an IT company, IT department. Other related business areas will be considered case by case * Knowledge in business process oriented applications: MES, ERP * Good in communication and interpersonal relationship. Business level in English, both verbal and written * Process an analytical ways of thinking, and problem solving skills * Ability to work in flexible hours
Knowledge/Experience/Qualifications * Bachelor's degree in Information Technology, Computer Science, or Engineering * Two or more years of experience working in an IT company, IT department. Other related business areas will be considered case by case * Knowledge in business process oriented applications: MES, ERP * Good in communication and interpersonal relationship. Business level in English, both verbal and written * Process an analytical ways of thinking, and problem solving skills * Ability to work in flexible hours
Beneficial experience * Working experience with MES, ERP applications is a plus * Knowledge of ITIL Foundations is a plus * Knowledge of writing SQL queries in a database (Oracle), basic programming knowledge, and the ability to read and understand scripts and analyze system logs is a plus * Understanding of Operating Systems Windows, Linux is a plus
