IS Specialist, Support Services

IS Support Services Administrator

Department: Information Systems

Reports to: IS Support Services Manager

Location: Congers, NY, USA Travel: 10%

Working Location: full-time onsite initially, then open to hybrid schedule thereafter

(*candidates must be authorized to work in the US without sponsorship; position not eligible for relocation)

Job Summary

The IS Support Services Administrator acts as the local point of contact for IS services topics pertaining to their location. This person will also be responsible to take ownership / follow up until resolution of any request affecting the sites, administrate the IS Services using the best practices and standard process, provide support for project implementation and work as a point of contact for communication between Organization and IS, escalating and providing bi-directional feedback. Team work, cooperation and global thinking are key elements to be successful in this position. This position has specific requirements around the administration and compliance of local Quality Lab processes

Job Responsibilities

• Provide local, onsite IS support to our business partners for PC and related equipment & software (PC, Printers, Shop-floor terminals, Thin Clients, Phones…) installation, maintenance, configuration, and removal.

• Ticket management and Troubleshooting in cooperation with IS Support Center with the goal of to improving customer experience

• Adhere to Aptar IS Standards procedures and documentation.

• Coordinate and Provide communication to the Organization partners about their Incident, Service Requests or Changes according to standard procedures.

• Manage the IS Local services (E.g. Hardware inventory, purchasing, requests)

• Provide technical, IT-based support on local scientific software; gain an understanding of general connectivity, usage and backup requirements; In cases where knowledge or documentation is missing, liaise with the vendor's technical support team on behalf of the analysts

• Facilitate vendor installations; Liaise with vendors and Aptar IS to ensure networking, server VM & workstation resource requirements are met

• Facilitate implementation of Data Integrity topics, which includes establishing technical planning to maintain data storage compliance.

• Adhere to standards and direction driven by global IS Quality team

• Supporting the IT components of any CAPA opened by the Quality Assurance (QA) team

• Support both Aptar IS DB team and Instrument vendors on database management, including any supported remote databases or local workstation databases

• Ensure local inventory documentation is up to date and includes documentation to support compliance needs around backups, OS level, patch level, software version, etc.

• Maintain regular dialog with local/segment Quality Assurance (QA) team to ensure instrument level compliance needs are met; participate in planning of changes needed for technology which does not meet GMP requirements

• Maintain regular dialog with IS Quality to receive their direction on the Computer System Validation (CSV) program at Aptar. CSVs would be the responsibility of the QA team but with participation from IS resources.

• Drive agreement from all participating parties on proper timing for IT maintenance periods

Education

• BA degree in Computer Science / Software Engineering / or similar required

• ITIL Certification is a plus

• English (equivalent of Cambridge A2-B2);

Experience

• 2-3 years IS Support Experience minimum

• Preferred: Knowledge and successful experience in two or more of following domains

• Site and HelpDesk Management

• Knowledge and Understanding of CoBIT or ITIL Framework

• IT Quality and Compliance

Essential Skills

• Ability to provide proactively escalation accordingly the priority and support from customer needed.

• Ability to act as primary and face of IS Organization in front of Aptar Community.

• Ability to proactively escalate situations to IS Support Services Manager in case of critical issue

• Ability to work a fulltime / after hours, dependent on country regulations / policies and demand needed

• Customer Focused with empathy for our business partners and the ability to see through their eyes.

• Ability to execute complex tasks which involve technical assets as well as people