CMC Digital Support Lead

ModernaTX • Norwood, MA

2d • Onsite

About The Position

The Role Reporting to the Associate Director, Application Management Services, the CMC Digital Support Lead provides operational leadership and senior technical oversight for CMC digital application support across Lab and Quality systems. The role strengthens the application service support model, serves as a group lead, and ensures reliable, compliant service delivery within a GxP-regulated environment through strong operational discipline and cross-functional collaboration. Here's What You’ll Do Operational Leadership Partner with business and digital leaders to align support priorities with Manufacturing, Quality, and Lab operational needs. Serve as an escalation point for critical incidents and high-impact requests. Lead onboarding and capability development for support engineers, including ticket quality reviews and coaching. Establish and maintain standardized support processes, documentation standards, and escalation pathways. Ensure GxP compliance, data integrity, and audit readiness across support operations. Monitor and ensure delivery of service KPIs and incident trends, driving corrective and continuous improvement actions. Hands-On Technical Leadership Provide application support for CMC systems, including Labvantage LIMS, Veeva, and Lab/Quality platforms. Hands-on issue support, performing structured troubleshooting across user workflows, configuration, and data issues. Serve as an escalation point within AMS and coordinate with Digital System Owners or Tier 3 teams when required. Lead support response for critical incidents, ensuring clear documentation and follow-up. Identify recurring issues and implement practical improvements to reduce repeat tickets and strengthen overall support effectiveness.

Requirements

• Bachelor’s degree in information technology, engineering, or science discipline.
• 4+ years supporting GxP computerized systems in pharmaceutical or biotech environments.
• Experience supporting Lab and Quality systems.
• Experience of general system configuration, master data management, IT troubleshooting activities relating to servers, databases, network, WIFI, and windows services
• Experience operating in GxP environments.
• Proven experience in roles requiring strong communication and customer service skills.

Nice To Haves

• Prior experience working in technical teams or support functions.
• Experience in two or more quality systems (Veeva, LabVantage, MODA, Chromeleon).
• Experience in supporting laboratory instrument software.
• Experience in building processes and training frameworks.
• Demonstrated expertise in incident triage and structured root cause analysis.
• Demonstrated success improving ticket quality, reducing repeat incidents, or enhancing SLA performance through standardization, automation, and continuous improvement.
• Experience coaching or mentoring junior engineers and contributing to team knowledge-sharing practices.

Responsibilities

• Partner with business and digital leaders to align support priorities with Manufacturing, Quality, and Lab operational needs.
• Serve as an escalation point for critical incidents and high-impact requests.
• Lead onboarding and capability development for support engineers, including ticket quality reviews and coaching.
• Establish and maintain standardized support processes, documentation standards, and escalation pathways.
• Ensure GxP compliance, data integrity, and audit readiness across support operations.
• Monitor and ensure delivery of service KPIs and incident trends, driving corrective and continuous improvement actions.
• Provide application support for CMC systems, including Labvantage LIMS, Veeva, and Lab/Quality platforms.
• Hands-on issue support, performing structured troubleshooting across user workflows, configuration, and data issues.
• Serve as an escalation point within AMS and coordinate with Digital System Owners or Tier 3 teams when required.
• Lead support response for critical incidents, ensuring clear documentation and follow-up.
• Identify recurring issues and implement practical improvements to reduce repeat tickets and strengthen overall support effectiveness.

Benefits

• Best-in-class healthcare coverage, plus voluntary benefit programs to support your unique needs
• A holistic approach to well-being, with access to fitness, mindfulness, and mental health support
• Family planning benefits, including fertility, adoption, and surrogacy support
• Generous paid time off, including vacation, volunteer days, sabbatical, global recharge days, and a discretionary year-end shutdown
• Savings and investment opportunities to help you plan for the future
• Location-specific perks and extras

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees