Roles and Responsibilities

• Build relationships with customers, patients, and end-users by addressing non-clinical service questions and ensuring timely updates on deliverables.
• Administer application user creation and permissions.
• Conduct user training, compendium building, and create/manage SOPs and training documentation.
• Provide production support, troubleshooting, and application monitoring.
• Be available for on-call support when needed, ensuring minimal downtime and quick resolution.
• Escalate and follow up on issues that may impact project quality and timelines.
• Work with offshore teams, coordinating effectively with customers and internal/external stakeholders to ensure deliverables are met.
• Provide end-to-end support for the POMS MES system, including issue resolution and performance monitoring.
• Support customer-facing portals and internal manufacturing applications, ensuring a seamless user experience.

Technical/Functional Skills

• Hands-on experience with Pharma MES systems, preferably with POMSnet Manufacturing Execution System.
• Proficient in validation testing practices within GxP environments.
• Familiarity with control systems operation and integration.
• Strong exposure to Change Management processes and workflows.
• Skilled in responding to and managing issues through ticketing systems, adhering to established processes and SLAs.
• Ability to collaborate with business/end-users to elicit, author, review, and refine user stories for deployments and developments.
• Excellent communication and analytical skills to bridge technical and functional gaps effectively.

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