QC Laboratory Application Support Specialist (m/f/d)

Switzerland, Visp

Today, Lonza is a global leader in life sciences operating across three continents. While we work in science, there’s no magic formula to how we do it. Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people. In exchange, we let our people own their careers. Their ideas, big and small, genuinely improve the world. And that’s the kind of work we want to be part of.

In order to support our Regional IT Application RUN Services at Lonza, we are looking for an QC Laboratory Application Support Specialist (m/f/d).

Is responsible to provide end-users support for global Laboratory Systems (LIMS, LES, CDS, SDMS, ELN). Ensure resolution of IT incidents tickets at 2nd line of support, manage and monitor incidents escalated to 3rd level IT support teams and vendors. Raise and manage problems for recurring incidents so that root cause are identified and fixed by specialists. Participate to the documentation (How-to's, Knowledge Base, etc..). Monitor performances of the support group, ensure SLTs are met or propose corrective actions. Extended experience required. Experience in a GMP environment is a must.

Key responsibilities:

  • Resolve IT incidents tickets raised by users within defined Service Level Targets (SLT); this involves to directly resolve or provide a workaround for incidents tickets assigned to 2nd line support groups within ITSM tool.

  • Identify recurring incidents and raise problems tickets to the system/System owners and specialists in order to get root cause assessed and have process or product defects fixed.

  • Provide assistance to users, placed through support request tickets within ITSM, such as requests for guidance, how-to's or recommendations.

  • Take over new applications in the same business area. Participate in hand-over phase from IT projects organization to IT support organization. Liaise with project teams during stabilization phase, ensure training documents SOP’s and FAQ’s are provided; and contribute to the successful transfer from project phase into regular operations.

  • Continuously improve IT knowledge base to ensure sharing of knowledge, known issues and workaround within IT support team across functions and regions.

  • Measure the service quality, ensure support is delivered accordingly to SLTs.

  • Manage coordination with external vendors

Key requirements:

  • Good understanding on Quality Control applications in a pharmaceutical environment.

  • Good knowledge of several or all following applications : LIMS, LES, Empower, SDMS, ELN.

  • Experienced in a GMP environment is a must.

  • Analytical skills and attention to details

  • Can effectively collaborate and communicate with internal and external partners

Every day, Lonza’s products and services have a positive impact on millions of people. For us, this is not only a great privilege, but also a great responsibility. How we achieve our business results is just as important as the achievements themselves. At Lonza, we respect and protect our people and our environment. Any success we achieve is no success at all if not achieved ethically.

People come to Lonza for the challenge and creativity of solving complex problems and developing new ideas in life sciences. In return, we offer the satisfaction that comes with improving lives all around the world. The satisfaction that comes with making a meaningful difference.

Reference: R44085