Role: IT Support Analyst - Empower
Location: Boston, MA
Duration: 6 months
Rate - $45/hr - $55/hr on C2C
Descriptions:
IT Support Analyst - Empower:
Waters Empower application support, Empower administration, L1/L2/L3 AMS support, incident management, change management, problem management, ITIL processes, user access management, roles/privileges, project creation, sample set/sample creation, batch creation, instrument connectivity, instrument integration, acquisition nodes, client/server troubleshooting, chromatography data systems, chromatographic integration, GxP, 21 CFR Part 11, data integrity, audit trails, CSV/validation documentation, SOP adherence, multi-site pharma support, pharma domain experience, quality standards, stakeholder coordination, SLA management, and support documentation.
Roles & Responsibilities
- Provide day-to-day AMS support for Waters Empower application across multiple pharmaceutical manufacturing, QC, R&D, and laboratory sites.
- Handle L1/L2/L3 application support activities including incident triage, troubleshooting, resolution, escalation, and user communication as per defined SLA and ITIL processes.
- Support Empower administration activities such as user access management, roles/privileges, project creation, instrument/system configuration, audit trail review support, and routine application maintenance.
- Coordinate with site laboratory teams, business users, infrastructure teams, network teams, database teams, vendors, and global application owners for issue resolution and operational continuity.
- Support Empower client/server components, interfaces, instrument connectivity, instrument integration, acquisition nodes, sample set/sample creation, batch creation and batch Management, processing methods, chromatographic integration, reports, and data review workflows as applicable to site operations.
- Perform root cause analysis for recurring incidents, identify preventive actions, and drive problem management to improve system stability and reduce ticket volume.
- Execute and support change management activities including impact assessment, change documentation, testing coordination, deployment support, and post-implementation validation in a GxP environment.
- Ensure compliance with GxP, 21 CFR Part 11, data integrity, audit trail, access control, and computer system validation requirements while supporting Empower application operations.
- Support periodic reviews, access recertification, system health checks, SOP adherence, deviation/CAPA support, and audit readiness activities related to Empower.
- Assist with Empower upgrades, patches, hotfixes, configuration changes, validation testing, regression testing, and documentation updates across global or regional sites.
- Create and maintain support documentation including knowledge articles, SOPs, troubleshooting guides, runbooks, configuration records, and operational handover documents.
- Monitor application availability, ticket trends, SLA performance, recurring issues, and service improvement opportunities for multi-site AMS operations.
- Identify process improvement opportunities across incident handling, ticket triage, recurring issue management, knowledge management, access request handling, and multi-site support operations to improve efficiency and service quality.
- Explore and propose opportunities to use automation and Gen AI for support activities such as ticket summarization, knowledge article creation, SOP/runbook drafting, trend analysis, root cause insights, self-service enablement, and faster incident resolution, while ensuring data privacy, compliance, and validation requirements are met.
- Participate in daily/weekly service reviews, status reporting, incident bridges, major incident support, and stakeholder communications for business-critical issues.
- Support onboarding of new sites, transition activities, hypercare support, knowledge transfer, and standardization of Empower support processes across sites.
- Work in shift-based or extended-hours support model as required to support global pharma operations and ensure timely response to critical laboratory system issues.
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.