Service Delivery Engineer IT - R&D (Application Support)

R&D and Clinical IT Application Support

• 3rd Party Technical Support Coordination: Work with a 3rd party partner/vendor to provide resolution on incident/service.
• Customer/Business Partner Coordination: Collaborating with our end-users to address the issues advanced and updating them on the progress of the incident/service request.
• IT Partner/Customer Coordination: Work with other IT verticals to provide resolution on incident/service requests. Mostly will have to work with service desk, network team, windows teams, and IAM team.
• Configuration Item Management: Ensuring that all configuration items in ServiceNow are accurate and up to date.
• Change ticket management: creation, updating, and managing change tickets to closure. This will include coordinating with collaborators, scheduling, and conducting application testing with IT, vendors, or business partners.

Process Improvement and Controls

• Process Control: Capture and respond to R&D and Design History File systems and alerts, addressing issues and complaints, and bringing them to the attention of relevant collaborators.
• Process Improvement: Capable of identifying areas for process improvement, detailing them, developing a process, and sharing it with collaborators as a proposal/recommendation.
• Providing comprehensive training to new team members

What will you need to be successful?

• Education: Bachelor's degree in computer science or information technology, or equivalent experience leading/managing a Level 2 R&D Systems application support team in the medical device, life science, or pharmaceutical industry.
• Should have a minimum of 3 years of IT work experience as a service delivery or service management professional in a product or service organization.
• Prior experience in working and/or supporting an R&D-IT application portfolio with a medical device, life sciences, or pharmaceutical field is helpful.
• Prior experience in handling service requests for product portfolio like the CAD tools, Software Development Tools such as GitLab, Jira, Jama, Atlassian Stack, Checkmarx, Creo, SolidWorks, CATIA, Altium, Figma, DraftView, Mimics, Matlab, Siemens NX, SSL certificates and Document Management System, etc
• Certifications: Should have a certification in either of the following: SAFe Certified, Agile Alliance Certified, TOGAF Certified, ITIL Certified, or any of the ITSM Frameworks!
• Proficiency in effective communication and collaboration to address blocking issues and host IT meetings while remaining calm and focused, even in fast-paced environments.
• Prior knowledge and hands-on experience in ITIL fields is helpful.
• Knowledge and hands-on experience in supporting quality and regulatory systems.
• Experience in working with business users, different IT verticals and 3rd party vendors