LIMS Support Engineer

Overview

Able to provide LIMS technical support in a GMP regulated environment. General working knowledge of laboratory testing processes and documentation. The role requires troubleshooting and communication skills, initiative, determination and responsibility.

• Manage and complete all support tickets in a timely manner related to troubleshooting at the application level, errors, user configuration, user creation, deletion.
• Work directly with level 3 administrators to resolve any issues/requests escalated to the Level 3 team.
• Contribute to the support and maintenance of operating procedures (SOPs and Work Instructions) pertaining to LIMS by reviewing updates to documents as requested by the validation lead/system manager.
• During LIMS upgrades and/or enhancements, perform development testing and support user acceptance testing, and upgrades.
• 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 as they pertain to support duties.
• Perform LIMS maintenance tasks including: account maintenance, periodic review of account and System Audit Trail and server maintenance.
• As a Support Engineer, provide support with LIMS system in a GxP environment.
• Experience in service desk tools such as Service Now.
• Experience in Citrix Receiver, Xen App platforms.
• Good understanding of Active Directory, SharePoint.
• Take ownership of incidents and service requests and work to resolve them to user satisfaction while adhering to service-level agreements.
• Regularly compile and provide metrics on incidents and service requests, and trends to management.

• Fluency in English language both 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.
• Bachelor’s degree in Science for Chemistry, biology or physics or a mathematical subject.
• 1 - 3 years’ experience using the functionality of at least one of the Lab Information Systems such as Empower, LIMS, BIOVIA & LES, Veeva Vault in the pharmaceutical or related industry.

• Experience in Quality Control laboratory environment. Good working knowledge of laboratory testing processes and automation using various instrument software packages, including understanding of analytical chemistry and instrumental analysis. Displayed hands-on proficiency and problem-solving skills with chromatographic techniques.
• Certification or Knowledge of Current Good Manufacturing Practice, 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.