LabWare LIMS technical support Engineer

Westbourne IT Global Services•Foster City, CA

About The Position

We are seeking a LabWare LIMS Technical Support Engineer to provide LIMS technical support in a GMP regulated environment. The role requires a general working knowledge of laboratory testing processes and documentation, along with strong troubleshooting and communication skills, initiative, determination, and responsibility. This position involves managing and completing support tickets, collaborating with administrators, contributing to operating procedures, performing testing during upgrades, identifying system improvements, and maintaining GMP compliance.

Requirements

Fluency in English language both written and oral is imperative
Excellent communication skills with the ability to support clients remotely
Good understanding of PC hardware and use of Windows and Microsoft office including Excel
Bachelor’s degree in Science for Chemistry, biology or physics or a mathematical subject.
1 - 3 years’ experience using the functionality of at least one of the Lab Information Systems such as Empower, LIMS, BIOVIA& LES, Veeva Vault in the pharmaceutical or related industry.
Experience in service desk tools such as ServiceNow.
Experience in Citrix Receiver, XenApp platforms.
Good understanding of Active Directory, SharePoint.

Nice To Haves

Experience working in Pharmaceutical R&D, QC laboratories is a plus.
Experience in Quality Control laboratory environment and stability module in Labware LIMS.
Good working knowledge of laboratory testing processes and automation using various instrument software packages.
Understanding of analytical chemistry and instrumental analysis.
Displayed hands-on proficiency and problem-solving skills with chromatographic techniques.
Certification or Knowledge of Current Good Manufacturing Practice, FDA 21 CFR Part 11, and EMA EU GMP Annex 11: Computerized systems
Understanding and certifications of ITIL framework
Microsoft Windows software and network certifications
Experience in adhering to System Support KPIs

Responsibilities

Manage and complete all Support tickets in a timely manner related to troubleshooting at the application level, errors, user configuration, user creation, deletion.
Work directly with level 3 administrators to resolve any issues/requests escalated to the Level 3 team.
Contribute to the support and maintenance of operating procedures (SOPs and Work Instructions) pertaining to LIMS by reviewing updates to documents as requested by the validation lead/system manager.
During LIMS upgrades and/or enhancements, perform development testing and support user acceptance testing, and upgrades.
Identify opportunities for improving LIMS functionality and performance and provide recommendations to the system manager.
Identify opportunities for streamlining LIMS business processes to improve efficiency and compliance and provide recommendations to the system manager.
Maintain the LIMS system in a state of GMP compliance to ensure data integrity by following all related SOPs as they pertain to support duties.
Perform LIMS maintenance tasks including: Account maintenance, periodic review of account and System Audit Trail and server maintenance.
Provide support with LIMS system in GxP environment.
Take ownership of incidents and service requests and work to resolve them to user satisfaction while adhering service-level agreements.
Regularly compile and provide metrics on incidents and service requests, trends to management.