10969152 / Trackwise Digital Support Lead

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Required Information

Details

1.

RGS ID:

10969152

2.

Position / Role:

Trackwise Digital Support Lead

3.

Required Technical Skill Set:

TrackWise Digital, TrackWise QMS, Salesforce Platform Administration, Complaint Management, Adverse Event Reporting, MuleSoft Interface Support

4.

No. of Requirements:

1

5.

Start Date of Engagement:

1-Sep-2026

6.

Duration of assignment:

12 months or more

7.

Desired Experience Range:

8 to 12 years

8.

Onsite Location (CITY/TOWN, COUNTRY):

Hamburg, Germany

9.

Onsite Availability (100% Onsite/100% Remote/Hybrid):

Hybrid

10.

Onsite Frequency/week:

2-3 Days/Week

11.

Working Hours / Day:

8 Hours / Day

12.

Contract Mode (Freelancer/Employee/Interested in joining on TCS payroll):

Employee

13.

Language Proficiency with levels (German/English/Both):

English Mandatory

German Good to Have

14.

Expected Per Day Vendor Rate (EUR):

470/day

Desired Competencies (Technical/Behavioral Competency )

Must-Have

(Ideally it should not be more than 3-5)

• 8 12 years of experience, including strong L2/L3 support experience for TrackWise / TrackWise Digital QMS in regulated life sciences or medical device environments.
• Hands-on expertise in TrackWise Digital support for Global Complaint Handling, Post-Market Support, Complaints Management and Adverse Event Reporting processes.
• Good understanding of TrackWise configuration, Coordinator Configuration, workflow configuration, Team Access, Web Admin, PR Import / Selection Import, master data import and user access administration.
• Proven ability to troubleshoot record issues, stuck workflows, access issues, configuration defects, data issues, interface failures and recurring production defects within SLA.
• Strong technical knowledge of SQL, TrackWise database structure, Crystal Reports, data validation, root-cause analysis, change/problem management and stakeholder communication.
• Project Management, Team Management, Customer Interactions

Good-to-Have

• Working knowledge of TrackWise Digital on Salesforce platform, including roles/profiles, permission sets, page layouts, reports, dashboards, SOQL queries, Data Loader and Import Wizard.
• Experience supporting interfaces between TrackWise Digital and global source systems through middleware platforms such as MuleSoft.
• Knowledge of GxP, 21 CFR Part 11, validated-system support practices, audit readiness and controlled change/release management.
• Basic awareness of Windows Server, application monitoring, service health checks and infrastructure coordination for support issue resolution.
• Experience with ITSM tools such as ServiceNow for incident, problem, change, SLA tracking, ticket review and continuous improvement.

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Responsibility of / Expectations from the Role

1

Serve as the Support Lead L2/L3 support contact for TrackWise Digital, restoring business-critical complaint handling and post-market quality services quickly and meeting agreed SLAs.

2

Lead incident triage, impact assessment, escalation, stakeholder communication, root-cause analysis and post-incident corrective/preventive actions.

3

Diagnose and resolve issues across TrackWise Digital records, workflows, access/security, configuration, reports, dashboards, interfaces and data layers.

4

Support Global Complaint Handling System processes covering complaint record creation, complaints management, post-market support and adverse event reporting.

5

Troubleshoot stuck records, workflow status issues, user access exceptions, master data import issues, PR Import / Selection Import issues and record lifecycle exceptions.

6

Coordinate with MuleSoft / integration teams for failed transactions, source-system data mismatches, complaint record creation issues and interface monitoring.

7

Prepare SQL queries, data analysis, validation evidence and reporting extracts required for ticket resolution, audit support and operational reviews.

8

Participate in change, release, validation and deployment activities, maintaining required documentation and traceability for a regulated QMS environment.

9

Collaborate with quality, regulatory, business process owners, integration, infrastructure, QA/validation and vendor teams to resolve production issues and deliver approved enhancements.

10

Provide guidance to junior support analysts, maintain knowledge articles / troubleshooting guides, conduct ticket trend analysis and recommend continuous improvements.