Jobdescription

Duration : 12 months + possible extension

Location : Basel, 100% onsite

Additional info : On-call duty availability - picket assignments ( 1 / month)

Latest start date : 01.06.2024

Background :

Are you passionate about Information (IT) and Automation Technology (OT) and aspiring to make a meaningful impact? Are you a customer-focused individual with the aspiration to deliver high-quality support in a GMP Lab environment?

We Make Medicines!?

As a System Process Specialist (SPS) will be acting in the 1-Stop-Shop and are part of the support and continuous improvement structure. The System Process Specialist has a profound process understanding and collaborates with the Business Community, acting as a trusted adviser of the end-user / key-user as well as a bridge between the end user and other roles in the Informatics support layers.

In projects, the System Process Specialist can also represent the interests of the systems user group and has the responsibility of coordinating and bringing input from the area of responsibility to the project and communicating project goals, information and progress back to the business areas.

The perfect candidate :

The perfect candidate is familiar with ITSM processes and support tools for incident and change management. Also, we are looking for someone who works independently within guidelines while receiving minimal guidance.

Tasks & Responsibilities :

• End-User-Support Laboratory Systems
• End to End accountability for Assess & Release System support
• Responsible for Assess & Release System support
• Responsible for 24 / 7 on-call, nights and weekends on a rotational basis
• Personal contact person for Key and End User out of the business department
• Log incidents / requests into a ticket system for further processing
• Triages, prioritizes incidents / requests and performs root cause analysis in problem management (handling issues, data issues, authorization issues, IT issues).
• Resolves or forwards incidents / requests based on individual knowledge or knowledge articles
• Coordination of End-user groups and escalation management as required
• Distributes application issues and non-application issues that cannot be solved by him / her, or based on catalog to the 2nd level support
• Supports issue clarification on request of 2nd-level support
• Validate the resolution proposals and perform the necessary tests in case tests are required on request of the 2nd level support
• Cooperate with 2nd level support team during analysis of reported incidents
• Communicating and coordination of End User activities if there is a major incident
• Interface Monitoring (Business Errors)
• Support Execution of system actions
• Support Implementation of new Systems and Equipment
• Continuous Improvement of Laboratory Systems
• Regular exchange with the Support network and or Business Process Experts (BPE) on support cases, best practices and process improvement proposals with network relevance
• Helps the End User to submit new ideas for process improvements, allowing a comprehensive approach for assessing both the process interdependencies as the impact to all underlying
• systems.
• Describes the full lifecycle of an integrated Change process to Business Process with System impact. This Framework combines the Assessment of the requirement, build and test work as well as deployment and possibly delivery of the added value to the End User.
• Support Processes & Tools for Laboratory Systems
• Local Labsystem and Lab Equipment Bundle, Application Support for e.g. Cedex Bio, Cedex HiRes, SoloVPE, Cary WinUV
• Local Support of Informatics Products e.g. Central Label Management Software, Nextlab, Labx, Labware, Smartline Data Cockpit, Unicorn
• Use of Service Now for incident, problem, request and change management

Must Haves :

Nice to Have :

Additional information :

Does it sound like you?

We will be delighted to receive your application and give you a call to discuss all the details!