IT Service Support Specialist - Aspen Pharma Group - Port Elizabeth

Job purpose Tactical and Operational role in the digital technology organization and is accountable for the provisioning, control and improvement of Application and Business Services to meet customer business requirements. This includes providing end user support, end user training, contributing to Knowledge Base, identifying and implementing Continuous Service Improvement opportunities, while adhering to agreed service level agreements. Responsibilities Application Support Provide Application Support to end users of IT systems used in Manufacturing and related departments. Investigating and resolving issues Providing guidance or training to users — including enhanced levels of support following new/updated software releases Devising permanent or temporary corrections and workarounds for faults Adhering to established safety, security and quality standards. Capturing user feedback for subsequent analysis to inform future application development. Updating documentation Maintaining application data Perform systems administration on the relevant IT systems. Ensures compliance to relevant company policies including but not limited to software licensing, access management, information management, information security, etc. Maintain the validated state of the IT systems in alignment with Computer System Validation (CSV) policies and procedures. Participates in the successful delivery of IT Projects to implement, change, test and/or upgrade the relevant IT systems. Technical and Support Documentation Assist to update technical and support documentation through drafting content relevant to IT services in Standard Operating Procedures (SOPs) and Knowledge Base (KB) articles. Contributes to compilation of User Requirement Specifications (URS), Risk Assessments (RA), Change Requests (CR) within the context of the overall Application Lifecycle Management Assist with business SOP updates relevant IT systems implementation. Clarifies detailed content requirements with customers and representatives of the intended audience. Designs, creates, controls and evaluates moderately complex subject matter. Makes informed decisions about the best way to present information to an audience. Produce knowledge base articles that are accurate, current, relevant and easily understood by the intended audience. Contributes to knowledge management systems to meet business needs. Supports others to enable them to complete knowledge management activities and form knowledge management habits. Incident Management To respond to reported incidents, minimizing the negative impacts and restoring service as quickly as possible. Investigating and resolving problems that have occurred or could occur in delivering a service. Assessing risks associated with proposed changes and ensuring changes to products, services or systems are controlled and coordinated. Handle incidents according to agreed procedures, investigate causes of incidents and seek resolution. Escalate unresolved incidents. Facilitates recovery of processes, following resolution of incidents. Documents and closes resolved incidents, contributes to testing and improving incident management procedures. Initiate and monitor actions to investigate and resolve problems in systems, processes and services, determine problem fixes and remedies. Collaborate with others to implement agreed remedies and preventative measures and support analysis of patterns and trends to improve problem management processes. Assess, analyze, develop and implement changes based on requests for change including adequate version management and methods to report on the lifecycle of change requests. Identify problems and issues and recommend corrective actions. IT Service Contribute to provisioning of IT services to agreed service levels and documenting and logging all activities performed. Monitors and logs the actual service provided, compared to that required by service level agreements. Liaises with stakeholders to help them plan for a deterioration in service and/or breaches of service level agreements. Engages with stakeholders to confirm that products developed meet the service acceptance criteria and are to the required standard. Provides input into change control processes. Identifies opportunities to improve service delivery / Continuous Service Improvement (CSI) Training To provide guidance or training to users — including enhanced levels of support following new/updated software releases – through structured curricula, transferring of knowledge, developing skills and changing behaviours using a range of techniques, resources and media Contributes to delivery of aspects of user curricula e.g. end user training role-based content creation. Applies good practice in learning content design, development, and delivery. Assists with maintaining user competence through delivery of training by observing learners perform practical activities and work and providing assistance within routine enquiries and escalation where needed. Assist with hyper care and user adoption support. Supports changes to work practices to support capture and use of knowledge. GxP Requirements Perform all duties in compliance with the relevant GxP and cyber security guidelines, standards, policies, and procedures. Ensuring compliance with relevant guidelines and legislation through adherence to defined Standard Operating Procedures and other ways of working. Identify gaps in procedural documentation and suggest improvements where required. Monitoring violations of security policies, analyzing relevant logs, alerts and events Responding to incidents according to procedures and maintaining the related security records and documentation Skills Required Background/experience Tertiary Qualification (Diploma or Degree) in IT or related Business qualification Current industry certification (ITIL) / training will be an advantage. 3 – 5 years’ experience in the relevant business area e.g. Pharmaceutical Manufacturing (Production / QA / Technical Support) or 1 – 2 years’ experience in providing application support and/or systems administration Working in a Pharmaceutical / GxP regulated environment. Experience in system administration / IT support experience / Key User responsibility. Experience and sound knowledge of service incent and request management methodologies. Experience in content authoring and user training and on-boarding will be an advantage. Specific job skills Comprehensive understanding of pharmaceutical testing methods, laboratory processes and Level 4 skills to enable Application Support, Incident Management, Problem Management, Service Acceptance Level 3 skills to apply in Quality Assurance, Acceptance testing, Organizational change management, Testing, Content management, Knowledge management, Security operation, and Change Control, Level 2 skills to assist in Service level management, Learning delivery and Teaching. Working knowledge of PAS-X Manufacturing Execution System (MES), StarLims Laboratory Information Management System (LIMS), Aveva / Wonderware System Platform, and/or SAP S4/HANA applications used in manufacturing of Product. Competencies Business Understanding Accountability/ Ownership Effective Communication Skills Take action with integrity. Self-directed Accuracy Apply Now

Share this job with someone you think should apply!

Facebook

IT Service Support Specialist - Port Elizabeth

Related Jobs

Service Manager - Port Elizabeth

Service Manager Port Elizabeth - Port Elizabeth

SQL Developer - Port Elizabeth

Client Services Manager: Occupational Health Nurse - South Africa

Client Services Manager: Occupational Health Nurse - Port Elizabeth

Want to do another search?