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We are looking for a motivated Support Analyst to provide Level 1 application support for Karomi ManageArtworks and G4Harmony platforms used for artwork, labeling, packaging, and regulatory content management processes. The role involves monitoring support tickets, assisting end users, resolving basic application issues, and ensuring smooth operation of business workflows.
Key Responsibilities
Provide L1 support for ManageArtworks and G4Harmony users.
Monitor and respond to incidents and service requests within defined SLAs.
Support user onboarding, access provisioning, and role assignments.
Assist users with artwork lifecycle, packaging approval, labeling, and document workflow activities.
Perform initial troubleshooting and escalate complex issues to L2 teams.
Track incidents, service requests, and enhancement requests using ticketing tools.
Support testing activities for system updates and releases.
Maintain support documentation and knowledge articles.
Prepare basic operational and support reports.
Required Skills
B.Pharm, M.Pharm, Biotechnology, Life Sciences, Computer Science, IT, or related degree.
Good communication and analytical skills.
Basic understanding of business applications and workflows.
Familiarity with MS Excel, Word, and PowerPoint.
Willingness to work in an AMS/support environment.
Preferred Skills
Awareness of Artwork Management Systems or Document Management Systems.
Basic understanding of pharmaceutical packaging and labeling processes.
Exposure to ServiceNow, Jira, or similar ticketing tools.
Understanding of GxP or regulated environments.
