Support Analyst

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Technical L2 Support Analyst for UPI/Track and Trace applications

Position Summary

Provide operational and technical support for global pharmaceutical serialization and track & trace solutions ensuring business continuity regulatory compliance and operational excellence across SAP ATTP SAP Traceability Hub (TH) and TraceLink platforms.

Key Responsibilities

• Provide L2 incident and service request support for serialization and track & trace applications in accordance with Service Level Agreement.
• Investigate troubleshoot and resolve production issues related to SAP ATTP SAP TH and TraceLink.
• Monitor application performance and ensure service availability.
• Perform root cause analysis and identify opportunities for automation and process improvement.
• Coordinate testing validation deployment and release activities.
• Work closely with business stakeholders project teams IT vendors and support partners.
• Maintain documentation knowledge articles and support procedures as/if needed.
• Ensure compliance with pharmaceutical regulations and data integrity requirements.
• Participate in on-call and business continuity support activities as needed

Additional responsibilities may include:

• Working in shifts
• Support onboarding of manufacturing sites CMOs 3PLs and other external partners as/if needed.
• Support implementation of new country serialization regulations and business requirements.

Requirements

• Bachelors or Masters degree in Computer Science IT Engineering or related discipline.
• 3 years hands-on experience supportimplementing/maintaining track and trace/serialization systems in the life sciences industry.
• Experience with pharmaceutical serialization and track & trace processes.
• Hands-on knowledge of SAP ATTP SAP Traceability Hub (TH) and TraceLink.
• Understanding of supply chain manufacturing and warehouse integration processes.
• Experience with incident management and ticketing tools (e.g. ServiceNow).
• Strong analytical and troubleshooting skills.
• Knowledge of validation and compliance requirements in a regulated environment.
• Ability to work with global teams and external partners.
• Strong communication skills with a proficiency level of English to be able to interact efficiently with users.

Preferred Qualifications

• Bachelors degree in IT Engineering Computer Science or related field.
• Experience in pharmaceutical manufacturing supply chain or serialization programs.
• Knowledge of SAP integration concepts and ABAP is advantageous.