Job Description

The Opportunity

Join a global healthcare biopharma company and provide hands-on technical support for the broad portfolio of applications used across Maintenance, Engineering, Asset Reliability, Manufacturing Site Operations, and Environment, Health & Safety.

Build practical experience across enterprise software support, system upgrades, software lifecycle delivery, SDLC, GMP/GxP compliance, cybersecurity, data, integrations, and product operations.

Work with Product Managers, Solution Architects, business users, manufacturing sites, Quality, Cybersecurity, infrastructure teams, vendors, and managed service providers.

Develop transferable technical and product knowledge while contributing to reliable, compliant, secure, and user-focused EHS services.

Role Overview

We are hiring a Technical Support Analyst to provide day-to-day technical support and lifecycle delivery assistance across the Line. The primary responsibility is to help maintain the availability, reliability, security, compliance, and performance of a wide range of commercial off-the-shelf, SaaS, cloud-hosted, vendor-managed, and enterprise applications.

The analyst will troubleshoot & resolve issues reported by end users, perform approved application administration and configuration, execute hands-on upgrade and release activities, maintain SDLC documentation and compliance, support testing and validation, monitor service health, and coordinate with vendors when issues require deeper Level 3 expertise. Work will be performed within established procedures, architecture standards, product priorities, and change-control processes, with coaching and technical direction available for complex or high-risk activities.

The successful candidate is not expected to be an expert in every application upon hire. The role is designed for individuals who can quickly learn multiple platforms, understand business processes, and progressively expand their support responsibilities across the product portfolio.

The analyst will have opportunities to work alongside Product Managers and Solution Architects to understand application architectures, integration patterns, cloud services, technical standards, and solution-design principles used across the portfolio.

What You Will Do

• Provide application support: Respond to incidents and service requests, gather complete issue details, reproduce problems, perform initial diagnosis, communicate status, identify resolutions, test fixes in Test environments, and deploy to prod to restore service within agreed SLAs.
• Troubleshoot technical issues: Investigate application configuration, user access, authentication, integrations, scheduled jobs, data synchronization, databases, vendor-hosted services, client components, infrastructure dependencies, and performance symptoms using available logs and monitoring information.
• Escalate and coordinate Level 3 support: Analyze and document issues, evidence, logs, reproduction steps, business impact, and troubleshooting history; engage vendors or senior specialists; track actions; validate fixes; and communicate outcomes to users and product teams.
• Support automation and development activities: Assist with scripting, workflow automation, low-code solutions, reporting enhancements, and configuration-based application improvements. Participate in testing, documenting, and deploying approved technical solutions that improve operational efficiency and user experience.
• AI Exposure: Develop foundational knowledge in emerging technologies including workflow automation, artificial intelligence, digital assistants, process optimization, and analytics to support future EHS digital initiatives.
• Execute system upgrades and releases: Perform upgrade impact assessments, develop implementation plans, hands-on activities for patches, version upgrades, configuration changes, deployments, smoke testing, cutovers, rollback readiness, and post-release verification under approved plans and technical guidance.
• Support full lifecycle delivery: Contribute to requirements clarification, configuration, implementation, integration support, testing, validation, deployment, knowledge transfer, operational handoff, upgrades, and retirement activities.
• Maintain SDLC and GMP compliance: Prepare and maintain required lifecycle records, requirements, risk assessments, test scripts, test evidence, traceability, change records, release records, configuration documentation, periodic-review evidence, and audit-ready support documentation for GxP and non-GxP systems.
• Perform application administration: Complete approved tasks such as user and role administration, configuration updates, reference-data maintenance, job monitoring, certificate or service-account coordination, environment checks, and routine platform health activities.
• Support testing and validation: Prepare test data, execute approved functional and regression tests, document objective evidence, record and retest defects, reconcile results, and support business acceptance and validation activities.
• Monitor service health: Review alerts, job failures, interface status, storage or capacity indicators, recurring incidents, support queues, and vendor notifications; escalate risks and contribute to preventive actions.
• Maintain knowledge and runbooks: Create and update support procedures, troubleshooting guides, configuration records, known-error articles, frequently asked questions, release notes, environment inventories, and operational runbooks.
• Support data and integrations: Assist with controlled data loads, mapping, migration, reconciliation, interface monitoring, data-quality checks, and issue resolution while following approved designs and handling procedures.
• Apply product-centered thinking: Develop an understanding of supported business processes and user needs, proactively engage with business users and stakeholders to gather feedback and voice-of-customer insights, identify recurring issues, adoption barriers, and improvement opportunities, and help translate those insights into actionable enhancements. Contribute to backlog refinement and help drive adoption, service reliability, user satisfaction, and continuous improvement.
• Support software packaging and deployment: Assist with packaging, testing, deployment, and lifecycle management of desktop-based applications used across MEEHS business functions. Work with infrastructure, endpoint management, and cybersecurity teams to validate installation packages, deployment prerequisites, application dependencies, configuration settings, upgrades, patching, rollback plans, and end-user readiness activities.

What You Should Have

• Bachelor's degree in Computer Science, Information Systems, Software Engineering, Data Engineering, Engineering, or a related discipline, or equivalent relevant experience.
• 4-7 years of experience in application support, technical analysis, software implementation, IT operations, or a related technology role.
• Hands-on experience troubleshooting enterprise applications and working through incidents, service requests, defects, changes, releases, or upgrades.
• Basic experience supporting COTS, SaaS, cloud-hosted, vendor-managed, or Windows and web-based business applications.
• Exposure to structured SDLC, testing, change control, release management, documentation, and service-management practices.
• Experience supporting enterprise applications within regulated manufacturing, engineering, maintenance, asset reliability, manufacturing operations, construction, environmental health and safety (EHS), facilities, utilities, or industrial operations environments is preferred. Pharmaceutical and life sciences experience is beneficial but not required.
• Ability to learn multiple business applications and technical domains rather than relying on expertise in a single platform.

Technical Knowledge

Primary Skills:

• Enablon & similar EHS Management systems
• Power BI
• SQL and Data lake experience

Secondary Skills:

• Rest API's
• SAAS Applications
• ETL/ELT and API's
• Databricks

Preferred Experience

• Experience supporting Environmental, Health & Safety (EHS) applications.
• Exposure to enterprise platforms used within engineering, maintenance, asset reliability, or manufacturing environments.
• Experience working with vendor-managed SaaS or cloud-hosted applications.
• Understanding of regulated environments and validation practices.

Preferred Certifications

• ITIL 4 Foundation or comparable IT service-management certification.
• Microsoft Azure Fundamentals, Azure Administrator Associate, or comparable cloud and infrastructure certification.
• Microsoft Security, Compliance, and Identity Fundamentals or comparable cybersecurity certification.
• Microsoft Power Platform Fundamentals, Power BI Data Analyst, or a comparable data and analytics certification.

Working Hours and Expectations

• This position is primarily an office-based role to facilitate hands-on technical collaboration, knowledge development, stakeholder engagement, and participation in support, release, project, and product activities. Team members are expected to maintain a regular on-site presence, with a minimum of three days per week in the office, while following company policies and business requirements.
• Collaborate across global time zones and provide reasonable overlap for scheduled meetings with business sites, vendors, and product team members.
• Participate in planned releases, upgrades, cutovers, validation activities, disaster-recovery exercises, and occasional off-hours support for critical production incidents in accordance with established escalation and approval procedures.

Performance Measures

• Timely and accurate handling of assigned incidents, service requests, defects, upgrades, releases, testing, and lifecycle activities against agreed priorities, procedures, acceptance criteria, and service levels.
• Quality of troubleshooting demonstrated through complete issue analysis, effective use of evidence, appropriate escalation, clear communication, validated resolution, and reduction of repeat incidents.
• Successful execution of approved patches, upgrades, configuration changes, deployments, testing, and hypercare activities with minimal avoidable disruption and complete evidence.
• Complete, accurate, current, and inspection-ready SDLC, GMP/GxP, security, change, release, test, configuration, support, and knowledge documentation.
• Reliable application administration, monitoring, interface checks, data reconciliation, access support, and operational handoff performed in accordance with documented controls.
• Growth in technical competency, MEEHS product knowledge, independent handling of routine work, contribution to knowledge articles, and effective use of coaching and feedback.
• Demonstration of strong professional work ethic, ownership, accountability, integrity, and sound judgment while fostering an inclusive, respectful, and collaborative work environment.
• Active contribution to team success through effective partnership, knowledge sharing, constructive communication, stakeholder engagement, and support for diverse perspectives across global and cross-functional teams.

Who We Are

We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing medicines and vaccines for many of the world’s most challenging diseases. Today, our company continues to advance innovative health solutions for people and animals around the world.

What We Look For

We seek a dependable and intellectually curious professional who enjoys solving user problems, learning unfamiliar applications, working within disciplined IT and compliance processes, and contributing to reliable digital services. The successful candidate will combine hands-on technical ability, attention to detail, collaborative behavior, and a developing product mindset while growing toward broader Technical Analyst responsibilities.