Associate PLM Support Analyst

Overview

Ensure the stability and continuous improvement of Amgen's 3DEXPERIENCE PLM platform by supporting users, troubleshooting issues and driving quick resolutions in the 3DEXPERIENCE Cloud platform.

What you'll do

• 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 and 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 go the extra mile to unblock their work.
• Proactively engage with product teams to understand changes being introduced to the system and actively support during hypercare.

What you'll need

• Bachelor's degree in Engineering, IT or related field.
• 3 - 5 years of experience in Engineering, IT or related field.
• 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.
• Technical/functional experience solutioning and supporting GxP applications across Engineering, Clinical, Commercial and Quality functions.
• Experience with configuring solutions using the 3DEXPERIENCE platform.
• 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.
• Good collaboration, communication and interpersonal skills to effectively manage stakeholder relationships and build new partnerships.
• Experience in applying technology best practice methodologies: Scaled Agile (SAFe).
• Scaled Agile Framework (SAFe) for Teams certification (preferred).

Nice to have

• 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.

Details

• Location: Hyderabad, India.
• Ability to work effectively with global, virtual teams.