Support Analyst IT – Quality

Overview

Support Analyst IT – Quality for Hyderabad-based support of Quality IT systems including LIMS, Polarion, and Sustainability applications, ensuring reliable operations and compliance.

What you'll do

• Provide first- and second-level support for LIMS, Polarion, and Sustainability applications.
• Troubleshoot incidents, resolve user queries, and perform root-cause analysis.
• Monitor system health and performance; carry out maintenance, configuration updates, and patch/application updates.
• Manage ticket lifecycle using ServiceNow/JIRA/Service Desk, including prioritization, escalation, and closure tracking.
• Deliver user training, knowledge articles, and process walkthroughs for supported tools.
• Ensure data accuracy, traceability, and regulatory compliance features (e.g., audit trails and change control).
• Collaborate with vendors/support teams for escalations and advanced troubleshooting.

What you'll need

• 4+ years of experience in IT application support, preferably in Quality, Laboratory, Compliance, or Manufacturing environments.
• Hands-on support knowledge of LIMS concepts like sample management, workflow automation, and data integrity.
• Hands-on support knowledge of Polarion for requirements/test management and traceability.
• Hands-on support knowledge of Sustainability applications for ESG reporting and carbon/waste tracking.
• Understanding of ITIL processes (incident, problem, change management) and use of ServiceNow/JIRA.
• Excellent problem-solving, communication, and customer service skills for global business users.

Details

• Location: Hyderabad, India.
• Works 4 days a week onshore from Hyderabad MTIC office.
• Provides shift-based support to cover 24x7 for critical Quality applications.
• Reports to the Quality IT Delivery Lead.