MES Application Support

Key Responsibilities

• Deliver L2 application support for POMSnet applications.
• Troubleshoot and resolve application incidents and user-reported problems.
• Conduct initial investigation, perform root-cause analysis, and coordinate with technical and vendor teams to drive resolution.
• Provide support for application configuration, deployments, upgrades, and production support operations.
• Partner with manufacturing and site users to understand, investigate, and resolve MES-related issues.
• Follow all applicable GxP requirements, change-control procedures, and support processes in a pharmaceutical environment.
• Update and maintain troubleshooting materials and knowledge documentation.

Required Skills

• 3–5 years of relevant experience in MES application support.
• Hands-on experience with POMSnet or another MES platform.
• Experience working within the pharmaceutical/life-sciences domain.
• Strong understanding of manufacturing/MES processes.
• Excellent troubleshooting, incident analysis, and application support capabilities.
• Strong communication and stakeholder coordination skills.

Good to Have

• Experience managing incidents and service requests using ServiceNow (SNOW).
• Familiarity with SQL/database troubleshooting, application interfaces and integrations, and Windows/server environments.
• Experience supporting validated/GxP applications.
• MES application integration experience with SAP, DCS, Bartender and others

Detailed Responsibilities

• Provide functional and technical production support for MES POMSnet applications across multiple pharmaceutical manufacturing sites, ensuring system availability and business continuity.
• Execute advanced troubleshooting and root-cause analysis to identify, diagnose, and resolve complex issues involving Manufacturing Execution Systems (MES) and integrated applications.
• Configure, maintain, and optimize MES application settings to align with business, operational, and regulatory requirements.
• Create, maintain, and update technical documentation, SOPs, support procedures, and system configuration records in accordance with GxP standards.
• Ensure compliance with regulatory and quality requirements, including FDA regulations, 21 CFR Part 11, GAMP 5, and other applicable pharmaceutical industry standards.
• Develop and maintain knowledge base content, troubleshooting reference guides, and best practices to improve operational efficiency and reduce repeat incidents.
• Coordinate with Manufacturing, Quality Assurance (QA), Validation, and IT teams, delivering regular updates on incidents, service requests, changes, and ongoing support activities.
• Monitor system health and application performance, proactively identifying risks and implementing corrective and preventive actions (CAPA) to maintain system stability.
• Mentor and guide junior analysts and team members on MES applications, support processes, pharmaceutical compliance requirements, and industry best practices.
• Support incident, problem, change, and release management activities to ensure timely resolution and controlled system modifications.
• Assist with MES upgrades, enhancements, deployments, and hypercare activities to ensure successful implementation and smooth post-deployment stabilization.
• It's preferred the candidate possessess strong functional knowledge of pharmaceutical manufacturing processes, including MES operations, dispensing/weigh & dispense, recipe execution, and shop floor manufacturing processes, along with hands-on experience in MES tools (POMSnet/ PAS-X/ Syncade/ FTPS or similar) and ServiceNow (SNOW) for production support activities.