L2 IT Application Support Engineer – eQMS Platform
RECLUTAMIENTO
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Job summary
RECLUTAMIENTO seeks an IT Product Support specialist to provide Level 2 support for our global eQMS platform, triaging incidents, investigating issues, and guiding resolutions with the teams.
Responsibilities include go-lives, hypercare, migrations, and releases; following ITIL and GAMP5; maintaining documentation and knowledge base; and communicating in advanced English with global users.
Qualifications
- Experience in IT application support / service management.
- Experience with support for applications.
- Experience with technical troubleshooting.
- Knowledge of Document Control, Training, and Change Management.
- Advanced English proficiency is a must.
Responsibilities
- Provide L2 support for eQMS applications, managing incidents, requests, and standard changes through BMC Helix ITSM.
- Troubleshoot issues related to Document Control, Training, Change Management, reporting, integrations, synchronization, schedulers, signatures, and document workflows.
- Support go-lives, hypercare, migrations, cutovers, and application releases.
- Collaborate with Service Desk, Development, Infrastructure, QA/Validation, Product Owners, SMEs, and business users.
- Maintain accurate ticket documentation, knowledge articles, troubleshooting guides, and known-error information.
- Follow ITIL practices, GAMP5 principles, and applicable quality/validation procedures.
Skills
Tools
Job description
RECLUTAMIENTO seeks an IT Product Support specialist to provide Level 2 support for our global eQMS platform, triaging incidents, investigating issues, and guiding resolutions with the teams.
Responsibilities include go-lives, hypercare, migrations, and releases; following ITIL and GAMP5; maintaining documentation and knowledge base; and communicating in advanced English with global users.
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