Specialist, Technical Support

Job Purpose The purpose of this role is to provide dedicated IT/OT support, including problem identification and troubleshooting of infrastructure, in compliance with cGMP standards for various Research laboratory & Manufacturing Plant systems. The role also contributes to continuous improvement initiatives supporting the Biologics development and clinical manufacturing & supplies. Key Accountabilities Provide problem discovery and analytical support for the Manufacturing facilities in Rahway (NJ) / West Point (PA) and serve as a first point of contact liaising with Network and GIO teams to triage incidents and requests. Implement incident management processes using ITIL best practice. Monitor and govern backup and recovery of IT systems. Monitor performance of IT systems. Develop data analytics solutions for Rahway both independently and in conjunction with site & global teams. Work collaboratively with all key stakeholders at the site to ensure alignment on strategy and service level expectations. Manage release management approach to critical software or system deployment. Ensure Service Level Agreements are in place and vendor management processes are clearly defined and governed. Influence system deployment and design to ensure that systems support critical path activities with robust, scalable, flexible, sustainable and highly available solutions. Operate and maintain OT systems, tools, and applications. Support IT/OT services including asset inventory, configuration management. Conduct risk assessments, obtain permits, and manage technician allocation. Perform investigations, change requests, and ensure compliance with engineering documentation standards. Educational & Experience Requirements 5 years of engineering experience in Automation in Chemical or Pharmaceutical industry. Proven experience in resolving software/automation problems & maintaining reliable operation of all building control/automation and related systems while complying and supporting the global standards. Skills in C&Q within the automation (CSV). Extended knowledge of GxP / HSE & Quality systems. Excellent communications skills essential. High School Diploma or minimum 3 years equivalent practical experience in automation control systems within regulated environment. Thorough knowledge of computer validation/SDLC principles and automation change control procedures (e.g., GAMP 5). Strong technical competency with knowledge of pharmaceutical industry processes & practices. Demonstrated understanding of network, cloud and virtual server technologies. Knowledge of integrated software applications, including SCADA, MES and LIMS systems, in support of business processes in a pharmaceutical manufacturing environment. Demonstrated project management skills. Enterprise mindset, entrepreneurial spirit, self-starter, self-guided, hands‑on person. Record of working independently, asynchronously (across time zones) and with excellent communication skills that cross culture / geographic / organizational boundaries. Preferred Skills Availability Management Change Controls Engineering Document Management Global Team Collaboration Incident Management Information Technology (IT) Infrastructure Information Technology (IT) Support Issue Management and Remediation (IMR) Process IT Operation IT Project Lifecycle Management System Development Performance Monitoring Plant Equipment Problem Management Quality Assurance (QA) Release Management Service Delivery SLA Management Software Configurations Software Development Life Cycle (SDLC) System Deployment Testing Vendor Management Other Job Requirements Record of working in a team of multidisciplinary scientists, IT/OT personnel, Product teams & operating effectively in a matrixed environment with a customer centric attitude. EEO Statement As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit: EEOC Know Your Rights, EEOC GINA Supplement. Compensation and Benefits Salary range: $87,300.00 - $137,400.00. Compensation and benefits include medical, dental, vision, health care and other insurance benefits for employee and family, retirement benefits including 401(k), paid holidays, vacation, and compassionate and sick days. #J-18808-Ljbffr