Support Analyst

Position Summary

Key Responsibilities

• Provide L2 incident and service request support for serialization and track & trace applications in accordance with Service Level Agreement.
• Investigate, troubleshoot, and resolve production issues related to SAP ATTP, SAP TH, and TraceLink.
• Monitor application performance and ensure service availability.
• Perform root cause analysis and identify opportunities for automation and process improvement.
• Coordinate testing, validation, deployment, and release activities.
• Work closely with business stakeholders, project teams, IT vendors, and support partners.
• Maintain documentation, knowledge articles, and support procedures as/if needed.
• Ensure compliance with pharmaceutical regulations and data integrity requirements.
• Participate in on-call and business continuity support activities as needed
• Additional responsibilities may include:
• Working in shifts
• Support onboarding of manufacturing sites, CMOs, 3PLs, and other external partners as/if needed.
• Support implementation of new country serialization regulations and business requirements.

Requirements

• Bachelor’s or Master’s degree in Computer Science, IT, Engineering, or related discipline.
• 3+ years hands-on experience supportimplementing/maintaining track and trace/serialization systems in the life sciences industry.
• Experience with pharmaceutical serialization and track & trace processes.
• Hands-on knowledge of SAP ATTP, SAP Traceability Hub (TH), and TraceLink.
• Understanding of supply chain, manufacturing, and warehouse integration processes.
• Experience with incident management and ticketing tools (e.g., ServiceNow).
• Strong analytical and troubleshooting skills.
• Knowledge of validation and compliance requirements in a regulated environment.
• Ability to work with global teams and external partners.
• Strong communication skills with a proficiency level of English to be able to interact efficiently with users.

Preferred Qualifications

• Bachelor's degree in IT, Engineering, Computer Science, or related field.
• Experience in pharmaceutical manufacturing, supply chain, or serialization programs.
• Knowledge of SAP integration concepts and ABAP is advantageous.