📌Positions are open to Mexican Citizens and official residents of Mexico.

📍Location: Guadalajara (hybrid)

📌Strong English required

📌Must submit Resume in English.

Leverage technology to impact patients and ultimately save lives

Do you have expertise in, and passion for, information technology? Would you like to apply your expertise to impact the IT strategy in a company that follows the science and turns ideas into life changing medicines? If so, AstraZeneca might be the one for you!

Introduction to the role:

We are looking for an Application Support Specialist to ensure the performance and stability of the Enablon Platform (Global Sustainability). You’ll lead incident resolution, provide 2nd and 3rd line support, and work closely with global teams to optimize processes and drive improvements. This is an exciting opportunity to apply your technical expertise in a fast-paced, global environment.

About the role

The main responsibilities of the role are, but not limited to:

Ensure optimum performance and stability for Enablon Platform- Global Sustainability application that includes providing workarounds and identifying areas for improvement or solutions to permanently address the issue

Monitor production system to ensure it is operating in a manner consistent with Service Level Agreements (SLA’s)

Take lead during remediation of priority incidents (P1 & P2) and update all collaborators as appropriate in alignment in AstraZeneca priority communication process.

Provide 2nd and / or 3rd line support (technical queries, bug fixes and small improvements relating to application and platform), following Astra Zeneca standards, change control procedures

Take ownership of issues right from the time it was reported till remediation by meeting Service SLA’s

Proactive in identifying areas for process improvement or finding opportunities for Automation

Proven ability to apply technical knowledge to multiple systems and support multiple business groups

Develop specialist knowledge by upskilling in relevant systems, detailing and sharing that knowledge, as the need arises, with global teams

Liaise with stakeholders including users, infrastructure/middleware teams, 3rd party software vendors for resolving issues and potential process improvements

Involve in monthly Release and new feature testing activities

Connect with external vendors for any issues/modifications/amendments/improvements

Essential Experience: (Must have skills)

4 to 7 years of prior experience in application support and maintenance (L2 / L3 support)

Knowledge working and fix Custom and SaaS applications.

Good knowledge of ITIL Framework and ability to explain concepts of Incident, Problem, Change and Release Management Process

Experience working on IT Service management tools like Service Now, Remedy or Service Manager

Demonstrable ability to apply technical knowledge to multiple systems and must support multiple business groups and applications

Ability to tackle difficult technical / functional issues with ease and complexity

Ability to explain solutions to problems in plain language

Manage end user communication regarding major incidents, such as: service interruptions, general information etc.

Supporting planned or adhoc activities as appropriate

Expertise in Agile ways of working

Prior Experience with Enablon(any EHS System) would be added advantage.

Personal Attributes:

Good interpersonal skills – spoken and written

Experience working with global teams

Self-starter with good time management skills

Ability to work independently and provide support to team members

Adept in e-mail communication to end-users on status updates

Willing to work between shifts 2pm to 11pm) as needed

Ability to work on multiple priorities with demanding timelines without having to be reminded

Must support during weekend (as and when appropriate) which may include US support hours (2200 – 0700 IST)

Educational Qualifications

Degree in Computer Science/Electronics or equivalent

WHY JOIN US?

When we put unexpected teams in the same room, we ignite ambitious thinking with the power to encourage life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our outstanding and adventurous world.

We are a team of inquisitive minds, hard-working, digitally savvy innovators who unite together as one to simultaneously support and push each other forward. We offer countless opportunities for growth and development. With us, you will build an outstanding reputation working at a globally world-class business. 

Are you ready to make a difference? Join us in our mission to improve patients' lives through science. Apply now!

Date Posted

24-sept-2024

Closing Date

30-oct-2024

AstraZeneca embraces diversity and equality of opportunity.  We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills.  We believe that the more inclusive we are, the better our work will be.  We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics.  We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.