MES Support Engineer

Top Must Have's/ Keywords:
3- 5 years MES exp within Pharma Suite
Onsite - no flexibility
Good to have - integration of label printers, scanners and other shop floor equipment
Good English-speaking skills
Experience with troubleshooting tools like ServiceNow, Jira (3 to 5 yrs)
Pharma Manuf experience

Keywords: Change Control Mgmt, Knowledge Mgmt, Incident Mgmt, Reports and Metrics, Coordination with different teams and IT Infrastructure Maintenance & Service Mgmt

JD:
The support services are defined as those recurring activities that do not have a defined completion date including, work related to day-to-day operations or resource sharing across numerous projects or services.
The vendor will provide Tier 1 PharmaSuite support services, encompassing:
Initial issue diagnosis and troubleshooting: Acting as the first point of contact, the vendor will handle initial inquiries, diagnose issues, and perform basic troubleshooting. 24x7 coverage with at least one on-site resource, per shift.
User support for navigation and system use: Providing support for system navigation, basic configuration adjustments, and usage issues. Provide guidance and support to users on how to use PharmaSuite MES effectively. This may involve answering questions about software functionality, assisting with navigation, and advising on best practices for system use.

Issue Resolution and Escalation: Resolve common issues and escalate unresolved issues to Tier 2 support as necessary. Interact with other IT groups or vendors and follow-up for resolution (e.g.: hardware; networking; software). It's important to provide a thorough handover of the issue, including steps already taken and any relevant user information.
Incident Volume Management: The vendor must be prepared to handle a variable volume of incidents. Due to the novelty of our site, exact incident volumes are initially unknown. The vendor should propose a flexible staffing model that can adjust to actual demand.
Incident Management System: the vendor must provide active monitoring of ServiceNow queues. Every incident must be recorded and updated in ServiceNow throughout the entire Incident Lifecycle.
Knowledge Base Development: To develop and maintain an efficient knowledge base. This will serve as a critical resource for the Tier 1 team to resolve issues more efficiently and ensure consistent support quality. Keep detailed records of user queries, issues faced, and solutions provided. Use this information to update the internal knowledge base, helping to improve the speed and efficiency of future support efforts.
Monitoring the MES Integration Layer with other systems: to monitor interface messages and errors, and to initiate troubleshooting, notifications, and to raise incidents to the competent teams. (e.g.: EWM; DIQ; WCS/ASR; Robot Cell; Production Line; BI).
Monitoring System Performance: While deep technical monitoring may fall beyond Tier 1 responsibilities, you might be expected to monitor system performance indicators or reports that can highlight recurring issues or potential problems needing escalation.
Training Materials Development: Assist in developing and updating training materials, user manuals, and FAQs. This helps users become more self-sufficient and reduces the frequency of support requests for common issues.
Adherence to SLAs and Procedures: Follow service level agreements (SLAs) and internal procedures for incident management, ensuring that user issues are resolved within agreed timelines. This also includes adhering to industry best practices and compliance requirements relevant to Manufacturing Execution Systems.
Report metrics: Provide information about incidents received and solved, outages, service requests completed etc.