Application Support Specialist

ARCONDIS AG / GmbH; Malaysia; On-site; MYR 118,953 - 198,255; Full time

Job summary

ARCONDIS AG / GmbH is seeking a Customer Support Specialist in Malaysia to provide Level 2 Application Support for critical business applications. Candidates should have strong analytical skills, solid IT knowledge, and experience with ServiceNow. The role requires collaboration with stakeholders across varying seniority levels and handling incidents and requests in accordance with ITIL processes. A deep understanding of systems in the pharmaceutical sector is preferred.

Qualifications

• Strong analytical skills with the ability to identify gaps and propose solutions.
• Experience with ServiceNow or similar ITSM tools.
• Comfortable interacting with stakeholders remotely.

Responsibilities

• Provide Level 2 Application Support for critical business applications.
• Collaborate with stakeholders and vendors to build knowledge of the application environment.
• Manage application documentation and access controls.

Skills

Analytical skills

General IT knowledge

Communication skills

Documentation skills

Experience with ServiceNow

Fluent in English

Technical familiarity with systems

Experience in Agile environments

Knowledge of system integration

Experience in user training

Job description

• Analytical skills, with the ability toidentifygaps, propose solutions, and drive process improvements and automation
• Solid general IT knowledge (e.g. cloud/on-premisessolutions, network, MSSQL/ SQL, etc.) and ability to troubleshoot and support applications while understanding their relation to infrastructure, database, or integration layers
• Systematic,business-orientedapproach, receptiveness tonew technologiesandgood communicationskills
• Strong documentation and presentation skills
• Comfortable in interacting with various stakeholders on different seniority levels remotely
• Experience with ServiceNow or similar ITSM tools
• Fluent in English (written and spoken)Nice to have (considered a big plus):
• Technical familiarity with systems such as Windows, Linux, SQL Server, Oracle DB, Azure, PHP, C#
• Familiarity with SDLC frameworks and CSV (Computer System Validation)
• Experience and familiarity of working Agile environments
• Experience with software validation and documentation in regulated environments (e.g. Installation Tests, Design Specifications)
• Preferable: knowledge in areas such as ISO 13485, GMP, FDA CFR21
• Knowledge of system integration and API/middleware tools (e.g. SAP PI, MuleSoft)
• Experiencein userand peertraining and support for system users across global locations

Tasks and responsibilities

• Provide Level 2 Application Support for critical business applications
• Troubleshoot and maintain supported applications to ensure performance, stability, andavailability
• Collaborate with internal stakeholders and third-party vendors, building deep knowledgebase ofthe client’s application environment
• Handle Incidents, Service Requests, Changes, and Problem Ticket activities in linewithITIL processes
• Support Change & Configuration Management, System Administration, and Validationtasks (for CSVprocedures and GxP-regulated environments)
• Manage application documentation, license usage, and access controls
• Contribute to Continuous Improvement by identifying and implementing enhancementswithin the support scope
• Team structure and support coverage: Standard working hours with rotating two-shifts covering 08:00 – 22:00 CET, On-call support is provided 24/7 (by rotation within the team)

Customer Support Specialist (Pharmaceutical Industry)

Kosice, Malaysia, Mexico, Colombia, Costa Rica