Specialist, Technical Support Analyst(engineering)

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 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.

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.

What You Will Do

· 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.

· 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.

· Support systems integration activities: Assist with interface configuration, integration testing, system connectivity validation, data exchange troubleshooting, deployment verification, and coordination of integration-related changes across connected platforms.

· Support full lifecycle delivery: Contribute to requirements clarification, configuration, implementation, integration support, testing, validation, deployment, knowledge transfer, operational handoff, upgrades, and

retirement activities. Participate in workshops, requirements discussions, solution reviews, and design sessions to build understanding of application functionality, technical architecture, and business processes.

· Support reporting and analytics: Assist with development and maintenance of dashboards, operational metrics, support KPIs, and data visualizations to improve service monitoring, decision-making, and product insights.

· 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.

· AI Exposure: Develop foundational knowledge in emerging technologies including workflow automation, artificial intelligence, digital assistants, process optimization, and analytics to support future MEEHS digital initiatives.

· 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.

· 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.

· 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 management and integrations: Assist with controlled data loads, migration activities, reconciliation, interface monitoring, data mapping, structured data exchanges, reporting datasets, and maintenance of data quality, accessibility, security, and integrity in accordance with approved controls and standards.

· Apply product-centered thinking: Understand the users and business processes supported by each application, identify recurring pain points, capture improvement opportunities, contribute to backlog refinement, and help improve adoption, service health, and user experience.

What You Should Have

Primary Skills:

• CAD/BIM
• REST /JASON
• SaaS/Azure

Secondary Skills :

• Power BI

• Powershell/Python
• GMP
• CMMS/System Condition Monitoring

· Bachelor's degree in Computer Science, Information Systems, Software Engineering, Data Engineering, Engineering, or a related discipline, or equivalent relevant experience.

· Approximately 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 in pharmaceutical, life-sciences, or regulated manufacturing is preferred. Relevant experience in other industrial environments involving engineering, maintenance, asset reliability, manufacturing operations, construction, or EHS will also be considered.

· Ability to learn multiple business applications and technical domains rather than relying on expertise in a single platform.

Technical Knowledge

· Software Engineering Fundamentals: Basic understanding of software design, software development, testing, source control, configuration management, release management, system integration, automation, APIs, and modern application architecture concepts. Exposure to scripting, low-code platforms, workflow automation, reporting tools, or application customization is desirable. Familiarity with cloud-based services, application integration patterns, and secure software lifecycle practices is advantageous.

· Configuration Management: Understanding of application configuration management, version control concepts, configuration promotion across environments, release packaging, deployment validation, and maintenance of configuration baselines.

· Application support and operations: Incident, request, problem, change, configuration, release, knowledge, and service-level management; support queues, monitoring, alerting, log review, root-cause assistance, and operational handoff.

· Enterprise applications and platforms: Fundamental understanding of COTS, SaaS, cloud-hosted, vendor-managed, web, client-server, and database-backed applications; development, test, validation, and production environments.

· Upgrades and deployment: Patching, version upgrades, configuration promotion, installation prerequisites, release checklists, backup and rollback awareness, smoke testing, regression testing, cutover, and hypercare.

· Identity, security, and infrastructure: User and role administration, SSO, MFA, RBAC, service accounts, certificates, least privilege, vulnerability and patch remediation, basic network and connectivity concepts, logging, and secure support practices.

· Data and integration fundamentals: SQL basics, relational data, CSV or structured files, APIs, REST, JSON, XML, ETL concepts, interface monitoring, data mapping, migration, reconciliation, and data-quality checks.

· Regulated delivery and compliance: SDLC, Computer System Assurance, Computer System Validation, GMP/GxP, data integrity, change control, testing and traceability, periodic review, backup and restore, disaster recovery, business continuity, and audit readiness.

· MEEHS application domains: Awareness of applications supporting CAD/BIM, project controls, engineering information management, common data environments, CMMS and maintenance, condition monitoring and asset reliability, EHS management, electronic work permits, risk assessment, analytics, and manufacturing site operations.

Non-Technical Skills and Competencies

· Service-oriented and user-focused approach with patience, professionalism, responsiveness, and clear ownership of assigned work.

· Structured troubleshooting and analytical thinking, with the ability to gather evidence, follow documented procedures, test assumptions, and recognize when escalation is required.

· Clear written and verbal communication with the ability to explain issue status, technical findings, risks, and next steps to users, vendors, and technical teams.

· Ability to manage multiple support and lifecycle activities, prioritize according to business impact and urgency, and meet agreed commitments.

· Attention to detail and discipline in maintaining accurate, complete, and inspection-ready documentation and test evidence.

· Inclusive and collaborative behavior, willingness to seek guidance, share knowledge, receive feedback, and contribute positively within global and cross-functional teams.

· Continuous-learning mindset and curiosity to develop broader EHS domain knowledge, technical competency, and product-management awareness.

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.

Required Skills:

Application Deployment, Application Deployment, Application Integrations, Applications Architecture, Audit Trails, Autodesk AutoCAD, Autodesk Revit BIM, Azure Stack, Building Information Modeling (BIM), Business Application Support, CAD Modeling, Cloud Server, Configuration Management (CM), Configuration Testing, Data Engineering, Data Migrations, Data Visualization, Deployment Management, Design Applications, Enterprise Application, Environment Setup, Health Assessments, Impact Analysis, Microsoft Power Business Intelligence (PBI), Product Configuration {+ 11 more}

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

Secondary Language(s) Job Description:

#MSDHYDIT

Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:

Regular

Relocation:

Domestic

VISA Sponsorship:

No

Travel Requirements:

No Travel Required

Flexible Work Arrangements:

Hybrid

Shift:

Not Indicated

Valid Driving License:

No

Hazardous Material(s):

n/a

Job Posting End Date:

09/30/2026

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.