Associate Product Support Specialist

Company Description

Role Overview

Specific Assignments

• Perform routine system administration and data-entry activities in ETQ/eQMS.
• Onboard users, create accounts, assign roles, and maintain access.
• Enter document-control metadata and update document lifecycles.
• Maintain system master data and reference data as assigned.
• Ensure system records are accurate, complete, and timely.
• Execute activities according to approved SOPs, work instructions, and governance standards.

Other Assignments

• Support IT Solutions and Quality Systems teams during peak workload periods.
• Participate in assigned system testing or user acceptance activities without ownership responsibility.
• Perform additional administrative or system support tasks as needed.

Profile and Experience

• A Bachelor’s degree or diploma, or equivalent, in IT Engineering, Computer Science, Information Systems, or a related field is required; equivalent experience may be considered.
• The role seeks 0–3 years of IT support or application support experience, ideally in an international regulated environment.
• Fluent professional English is required, while additional regional languages are advantageous.

Technical and Coordination Skills

• Knowledge of web applications, ticketing tools, user and access troubleshooting, reporting and export troubleshooting, environment checks, and basic scripting or automation awareness.
• Experience with IT service management, BMC Helix ITSM or equivalent tools, regulated systems, GAMP5, audit trails, electronic signatures, and controlled documentation.
• Understanding of eQMS or comparable Quality Management Systems, especially Document Control, Training, and Change Management.
• Ability to coordinate across L1, L2, L3, product, development, infrastructure, validation, deployment, and business teams.
• Quality Management, CSV/GxP, ITIL, regulated systems training, Python, SQL, monitoring, and log analysis are desirable or advantageous where stated.

Qualifications

• A strong IT service management mindset is required, including incident, request, change, problem, and escalation handling.
• The role requires troubleshooting of web application behavior, browser and user-context issues, access problems, reporting and export issues, and integration or synchronization symptoms.
• The role requires clear written English communication, analytical thinking, attention to detail, customer-care sensitivity, and disciplined maintenance of ticket evidence and knowledge records.

Performance Criteria

• Performance is assessed through accuracy and timeliness of onboarding and administrative system activities.
• Performance includes responsiveness to IT Solutions and global support requests, adherence to SOPs and data-integrity standards, and audit readiness of maintained records.

Role Evolution