Technical Support--Operations

Key Responsibilities

As a part of a global centralized expert support team, execute enterprise tool system tasks based on R&D customer requests, leveraging expert knowledge of business tools, compliance requirements, and R&D teams and processes.

Execute R&D System Requests: Fulfill customer tool requests using expertise in business systems and compliance standards.

Provide Timely Expert Support: Offer professional, empathetic, and quick solutions to R&D operational issues and system problems.

Expert in our Global Business Applications: Act as the subject matter expert for one or more complex R&D business applications.

Specialize in R&D Processes: Develop deep expertise in key processes (e.g., records management, lab data, change requests) for high-accuracy execution.

Maximize Scientist Productivity: Use your expertise across business data and organizational structure to streamline operations and save significant time for R&D scientists.

Anticipate Customer Needs: Build organizational know-how of R&D roles and priorities to deliver proactive system support.

Maintain Global Service Excellence: Demonstrate a strong, collaborative customer service mindset within a diverse, global team.

Drive Process Improvement: Identify manual steps and actively suggest opportunities for digitization and improvement.

Automate Administrative Tasks: Apply or develop automation and AI tools to reduce administrative load on R&D staff.

Ensure Data Integrity and Compliance: Guarantee all activities strictly adhere to regulated R&D processes, supporting audits and data retrieval.

Requirements:

Education: Bachelor s degree, preferably in a technical, scientific, or business discipline.

Experience: 2+ years of professional experience in an operations, technical support, or system administration role, or equivalent academic projects / internships

Language Skills: Excellent written and verbal English Language skills are required to support our global organization.

System Proficiency: Ability to quickly learn new software, systems, and processes is essential.

Prior experience in enterprise business applications is desirable (e.g., Electronic Document Management Systems, Learning Management Systems, or Project Management tools).

Education and experience in data structures, databases, automation, scripting, AI prompt engineering and/or development of AI agents is desirable

Tools : Experience with SAP, Cornerstone, Google Suite and Office Suite is a plus.

Execution & Focus: A proven ability to complete complex, detailed tasks accurately and efficiently. You have a rigorous and detail-oriented approach to following established processes.

People Skills: Demonstrated ability to work well with others in a hybrid virtual and global team environment