Job Description

Overview

• Tactical and Operational role in the digital technology organization and is accountable for the provisioning, control and improvement of Application and Business Services to meet customer business requirements
• This Includes providing end user support, end user training, contributing to Knowledge Base, identifying and implementing Continuous Service Improvement opportunities, while adhering to agreed service level agreements.

Responsibilities: Application Support

• Provide Application Support to end users of IT systems used in Manufacturing and related departments.
• Investigating and resolving issues
• Providing guidance or training to users - including enhanced levels of support following new/updated software releases
• Devising permanent or temporary corrections and workarounds for faults
• Adhering to established safety, security and quality standards.
• Capturing user feedback for subsequent analysis to inform future application development.
• Updating documentation
• Maintaining application data
• Perform systems administration on the relevant IT systems
• Ensures compliance to relevant company policies including but not limited to software licensing,

access management, information management, information security, etc. * Maintain the validated state of the IT systems in alignment with Computer System Validation (CSV)policies and procedures * Participates in the successful delivery of IT Projects to implement, change, test and/or upgrade the relevant IT systemsTechnical and Support Documentation * Assist to update technical and support documentation through drafting content relevant to IT servicesin Standard Operating Procedures (SOPs) and Knowledge Base (KB) articles. * Contributes to compilation of User Requirement Specifications (URS), Risk Assessments (RA),Change Requests (CR) within the context of the overall Application Lifecycle ManagementAssist with business SOP updates relevant IT systems implementation. * Clarifies detailed content requirements with customers and representatives of the intended audience.

• Designs, creates, controls and evaluates moderately complex subject matter.
• Makes informed decisions about the best way to present information to an audience.
• Produce knowledge base articles that are accurate, current, relevant and easily understood by the

intended audience. * Contributes to knowledge management systems to meet business needs.

• Supports others to enable them to complete knowledge management activities and form knowledge management habits.

Incident Management

• To respond to reported incidents, minimizing the negative impacts and restoring service as quickly as possible. Investigating and resolving problems that have occurred or could occur in delivering a service. Assessing risks associated with proposed changes and ensuring changes to products, services or systems are controlled and coordinated.
• Handle incidents according to agreed procedures, investigate causes of incidents and seek resolution. Escalate unresolved incidents.
• Facilitates recovery of processes, following resolution of incidents. Documents and closes resolved incidents, contributes to testing and improving incident management procedures.
• Initiate and monitor actions to investigate and resolve problems in systems, processes and services, determine problem fixes and remedies.
• Collaborate with others to implement agreed remedies and preventative measures and support analysis of patterns and trends to improve problem management processes.
• Assess, analyze, develop and implement changes based on requests for change including adequate version management and methods to report on the lifecycle of change requests.
• Identify problems and issues and recommend corrective actions.

IT Service * Contribute to provisioning of IT services to agreed service levels and documenting and logging all activities performed.

• Monitors and logs the actual service provided, compared to that required by service level agreements.
• Liaises with stakeholders to help them plan for a deterioration in service and/or breaches of service level agreements.
• Engages with stakeholders to confirm that products developed meet the service acceptance criteria andare to the required standard.
• Provides input into change control processes.
• Identifies opportunities to improve service delivery / Continuous Service Improvement (CSI)

Training * To provide guidance or training to users including enhanced levels of support followingnew/updated software releases - through structured curricula, transferring of knowledge, developing skills and changing behaviors using a range of techniques, resources and media * Contributes to delivery of aspects of user curricula e.g. end user training role-based content creation.

• Applies good practice in learning content design, development, and delivery.
• Assists with maintaining user competence through delivery of training by observing learners perform

practical activities and work and providing assistance within routine enquiries and escalation where needed. * Assist with hyper care and user adoption support.

• Supports changes to work practices to support capture and use of knowledge.

GxP Requirements

• Perform all duties in compliance with the relevant GxP and cyber security guidelines, standards, policies, and procedures.
• Ensuring compliance with relevant guidelines and legislation through adherence to defined Standard Operating Procedures and other ways of working.
• Identify gaps in procedural documentation and suggest improvements where required.
• Monitoring violations of security policies, analysing relevant logs, alerts and events
• Responding to incidents according to procedures and maintaining the related security records and documentation

Skills RequiredBackground/experience

• Tertiary Qualification (Diploma or Degree) in IT or related Business qualification
• Current industry certification (ITIL) / training will be an advantage.
• 3 - 5 years experience in the relevant business area e.g. Pharmaceutical Manufacturing (Production /

QA / Technical Support) or 1 - 2 years experience in providing application support and/or systems administration Working in a Pharmaceutical / GxP regulated environment. * Experience in system administration / IT support experience / Key User responsibility

• Experience and sound knowledge of service incent and request management methodologies.
• Experience in content authoring and user training and on-boarding will be an advantage.Specific job skills
• Comprehensive understanding of pharmaceutical testing methods, laboratory processes and Level 4

skills to enable Application Support, Incident Management, Problem Management, Service Acceptance * Level 3 skills to apply in Quality Assurance, Acceptance testing, Organisational change management, Testing, Content management, Knowledge management, Security operation, and Change Control,

• Level 2 skills to assist in Service level management, Learning delivery and Teaching
• Working knowledge of PAS-X Manufacturing Execution System (MES), StarLims Laboratory Information Management System (LIMS), Aveva / Wonderware System Platform, and/or SAP S4/HANA applications used in manufacturing of ProductCompetencies
• Business Understanding
• Accountability / Ownership
• Effective Communication skills
• Take action with integrity
• Self-directed
• Accuracy

Aspen Pharmacare