Avenga is a global IT and digital transformation champion. We deliver strategy, customer experience, solution engineering, managed services, software products and outsourcing services like: staff augmentation, team leasing and permanent employment.
Together, we are more than 2500 professionals with over 20 years of experience. We are present in Europe, Asia and the USA.
User Support Specialist
Miejsce pracy: Gdańsk
Nr ref.: DK/FDA/WAW/10
Nr ref.: DK/FDA/WAW/10
Responsibilities
- Handling technical and functional incidents related to supported service/application in accordance to Incident Management Guideline throughout all stages of their lifecycle (i.e. proper incident logging, categorization, prioritization, functional or hierarchical escalation, investigation & diagnosis, resolution & recovery, closure).
- Providing expertise to incident, problem management, change, release and configuration management according to ITSM
- Maintain GxP systems in validated state, according to Computer Systems Validation (CSV) policy and procedures
- Collaborate with delivery partners and facilitate cross-functional experts to deliver a particular service where required
- Proactive identification and communication of technical issues requiring further investigation / analysis by the respective support teams
- Following best practices regarding maintenance of incidents in SNOW as per Incident Management Guidelines
- Logging, review and processing all received service requests from appointed clients teams, managers or customers
Requirements
- At least 3 years of relevant experience as IT Support Specialist
- Expert hands-on experience in one or more of the following: Serialization/Track & Trace, Label Management, Traceability, Barcode Tracking, Supply Chain Control
- Experience in one or more domains: packaging(preferred),manufacturing,supply chain, engineering in Pharma/life sciences industry
- Working knowledge of Computer Systems Validation (CSV) and GxP
- Responsible for providing reliable delivery of IT services based on IT Service Management (ITSM) processes
- Good knowledge of ITIL, Oracle DB, SQL
- Experience in Windows Server administration, Active Directory/ServiceNow