IT-OT Systems Specialist (5777)
IT-OT Systems Specialist – 5777 URA
Our client is a pioneer in Drug Discovery and Development and one of the frontrunners in Personalised Healthcare. As the world`s largest R&D spender in the pharmaceutical and diagnostics domain, they work in a vast number of drug discovery & therapeutic areas and are highly recognized internationally.
The Systems specialist will be acting in the 1-Stop-Shop and are part of the support and continuous improvement structure. The System Specialist has a profound process understanding and is collaborating with the Business Community to continuously improve business processes and underlying IT Assess & Release applications. By this, he/she acts 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. The Systems Specialist can raise incidents on behalf of the user area or work with Process Owner & other local business roles to train (key-)users. In projects, the System 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.
For this role we are looking for a Fluent German speaking candidate. This role is a initial 12 months contract with chances of extension in Basel area.
Main 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 incident/requests into a ticket system for further processing
• Triages, prioritizes incidents/requests and performs root cause analysis in problem management (handling issue, data issue, authorization issue, IT issue).
• 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 performs the necessary test 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 well 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
Qualifications and Experience:
• Relevant Swiss working/residency permit or Swiss/EU-Citizenship required
• Relevant completed apprenticeship in IT area or equivalent and/or ideally an advanced degree in the IT or automation field
• 3+ years professional experience in complex business environments
• Knowledge and experience in systems administration and support of laboratory systems
• Knowledge and experience in Windows Server, Active Directory and Client operating systems
• Knowledge and experience in Computerized System Validation
• Knowledge and experience in Network topology
• Fluency German and English is a must
• Good communication skills
• Service oriented attitude, being able to communicate with our customers, also in emergency situations
Would you like to learn more about CTC and the opportunity outlined? Please, get in contact with us: you may either use the 'apply now' button, or write an email to us, or reach out to us on the phone.
