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