LabWare LIMS technical support Engineerf

About the Role

This position provides LIMS technical support in a GMP-regulated environment, requiring troubleshooting, communication skills, initiative, determination, and responsibility. A general working knowledge of laboratory testing processes and documentation is essential.

Responsibilities

• Manage and complete all support tickets in a timely manner, including troubleshooting at the application level, errors, user configuration, user creation, and deletion.
• Work directly with Level 3 administrators to resolve escalated issues or requests.
• Contribute to the support and maintenance of operating procedures (SOPs and Work Instructions) for LIMS by reviewing updates as requested by the validation lead or system manager.
• Perform development testing and support user acceptance testing during LIMS upgrades and/or enhancements.
• 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.
• Perform LIMS maintenance tasks, including account maintenance, periodic review of accounts and system audit trails, and server maintenance.
• Provide support for the LIMS system in a GxP environment.
• Take ownership of incidents and service requests, resolving them to user satisfaction while adhering to service-level agreements.
• Regularly compile and provide metrics on incidents, service requests, and trends to management.
• Use service desk tools such as ServiceNow.
• Work with Citrix Receiver, XenApp platforms, Active Directory, and SharePoint.

Requirements

• Bachelor’s degree in Science (Chemistry, Biology, Physics) or a mathematical subject.
• 1–3 years’ experience using the functionality of at least one Lab Information System (e.g., Empower, LIMS, BIOVIA & LES, Veeva Vault) in the pharmaceutical or related industry.
• Fluency in English (written and oral) is imperative.
• Excellent communication skills with the ability to support clients remotely.
• Good understanding of PC hardware and use of Windows and Microsoft Office, including Excel.

Preferred Qualifications

• Experience in a Quality Control laboratory environment and stability module in Labware LIMS.
• Good working knowledge of laboratory testing processes and automation using various instrument software packages, including understanding of analytical chemistry and instrumental analysis.
• Hands-on proficiency and problem-solving skills with chromatographic techniques.
• Certification or knowledge of Current Good Manufacturing Practice (cGMP), FDA 21 CFR Part 11, and EMA EU GMP Annex 11: Computerized Systems.
• Understanding and certifications of ITIL framework.
• Microsoft Windows software and network certifications.
• Experience in adhering to System Support KPIs.