Support Analyst

Associate Support Analyst

ABOUT AMGEN

Amgen harnesses the best of biology and technology to fight the world's toughest diseases, and make people's lives easier, fuller and longer. We discover, develop, manufacture and deliver innovative medicines to help millions of patients. Amgen helped establish the biotechnology industry more than 40 years ago and remains on the cutting-edge of innovation, using technology and human genetic data to push beyond what's known today.

ABOUT THE ROLE

Role Description:

In this vital role you will ensure the stability and continuous improvement of Amgen's 3DEXPERIENCE PLM platform. Partnering with a diverse, global team, you will monitor production issues, troubleshoot business-critical issues, and drive enhancements that keep our digital operations running efficiently.

The ideal candidate will have a proven track record of supporting users, troubleshooting technology issues, and drive towards quick resolutions in the 3DEXPERIENCE Cloud platform. Collaboration with cross-functional and global teams is required to ensure seamless integration and operational excellence. The ideal candidate will have a strong background in the end-to-end software development lifecycle and a Scaled Agile practitioner.

Roles & Responsibilities:

• Provide L2/L3 support—investigating incidents, coordinating fixes, and ensuring effective root-cause analysis.

• Coordinate with software vendors, technology teams and business stakeholders to track, and resolve issues.

• Perform proactive maintenance (patching, SRT testing, upgrades) to sustain high availability, maintain compliance with information security needs.

• Respond to ad-hoc service and reporting requests while balancing multiple priorities in a fast-paced environment.

• Read and apply Quick Reference Guides (QRGs) and knowledge articles for effective troubleshooting.

• Document procedures, contribute to knowledge bases, and share best practices with global peers.

• Create and maintain accurate GXP documentation of configurations, processes, and changes

• Be the voice of the customer and be willing to go the extra mile to unblock their work.

• Proactively engage with product teams to understand the changes being introduced to the system, actively support during hypercare.

Basic Qualifications and Experience:

• Master's/Bachelor's degree with 3-5 years of experience in Engineering, IT or related field

Functional Skills:

Must-Have Skills:

• Good understanding of 3DEXPERIENCE capabilities and ability to triage and troubleshoot issues.

• Experience in managing technology solutions involving one or more of the following - ENOVIA, DELMIA, CATIA Report Generator, NETVIBES.

• Technical/Functional experience solutioning and supporting GxP applications across Engineering, Clinical, Commercial and Quality functions.

• Experience and understanding of software configurations and propagation of configurations across tenants.

• Must be flexible and able to manage multiple activities and priorities with minimal direction in a rapidly changing and demanding environment.

• Exceptional collaboration, communication and interpersonal skills to effectively manage stakeholder relationships and build new partnerships.

• Experience in applying technology best practice methodologies: Scaled Agile (SAFe).

Good-to-Have Skills:

• Experience in a support role within a pharmaceutical or technology organization

• Experience in software development lifecycle.

• Experience using and adoption of Scaled Agile Framework (SAFe)

• Strong analytic/critical-thinking and decision-making abilities.

• Ability to work effectively in a fast-paced, dynamic environment.

• Broad working knowledge of key IS domains and layers

Professional Certifications:

• Scaled Agile Framework (SAFe) for Teams (preferred)

Soft Skills:

• Exceptional collaboration and communication skills.

• High degree of initiative and self-motivation.

• Ability to manage multiple priorities successfully.

• Team-oriented with a focus on achieving team goals.

• Excellent analytical and troubleshooting skills

• Strong verbal and written communication skills

• Ability to work effectively with global, virtual teams

EQUAL OPPORTUNITY STATEMENT

Amgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.