Labware LIMS Support

ProvenTech Pvt Ltd; Indore District, Hyderabad; On-site; INR 600,000 - 1,000,000; Full time

Job summary

ProvenTech Pvt Ltd in Indore, India is seeking an L2 LabWare LIMS support specialist to manage incidents and service requests, ensuring timely resolution and client communication.

You will troubleshoot LabWare LIMS issues, provide user workarounds, and escalate complex cases to L3 teams. Training and change requests in ServiceNow are also part of the role.

Responsibilities

• Provide L2 support for LabWare LIMS incidents and service requests.
• Resolve tickets within SLA and escalate complex issues to L3 teams.
• Troubleshoot LabWare LIMS issues and provide user workarounds.
• Analyze recurring issues and drive permanent resolutions.
• Deliver end-user training and coordinate certified operator training.
• Gather business requirements and raise Change Requests (CRs) in ServiceNow.
• Perform impact analysis, script validation, and production migration support.
• Communicate application changes and releases across business sites.
• Track CRs, incidents, and project activities, providing regular status updates.
• Present ticket, CR, and training metrics during client governance meetings.

Job description

Role & responsibilities

• Provide L2 support for LabWare LIMS incidents and service requests.
• Resolve tickets within SLA and escalatcomplex issues to L3 teams.
• Troubleshoot LabWare LIMS issues and provide user workarounds.
• Analyze recurring issues and drive permanent resolutions.
• Deliver end-user training and coordinate certified operator training.
• Gather business requirements and raise Change Requests (CRs) in ServiceNow.
• Perform impact analysis, script validation, and production migration support.
• Communicate application changes and releases across business sites.
• Track CRs, incidents, and project activities, providing regular status updates.
• Present ticket, CR, and training metrics during client governance meetings.