Service Delivery Engineer, MFG&QRA

As a Service Delivery Engineer at Smith+Nephew, you will play a vital role in supporting Manufacturing and Quality Management Systems (QMS) to ensure smooth, secure, and efficient operations. Your responsibilities will include: - Providing Application Support: - Handling Incident Management and Technical Support Coordination by analyzing, troubleshooting, and resolving software and application issues. - Collaborating with external vendors and partners to resolve incidents and service requests. - Documenting resolution steps and workarounds in the knowledge base for future reference. - Supporting application deployments, patching, and release activities while ensuring compliance with security and audit requirements. - Managing user access, permissions, onboarding/offboarding, and role-based access control maintenance. - Customer/Business Partner Coordination: - Working directly with end-users to troubleshoot escalated issues and keep them informed about the progress of their requests. - IT Partner/Stakeholder Coordination: - Collaborating with internal IT teams to resolve incidents, service requests, and identify permanent fixes. - Configuration Item Management: - Ensuring accuracy and up-to-date information of all configuration items in ServiceNOW. - Change Ticket Management: - Creating, updating, and managing change tickets through to closure, including coordinating testing with IT, vendors, or business partners. To be successful in this role, you should possess: - 13 years of experience in Level 2 IT application support, preferably within manufacturing, QMS, or regulatory systems in life sciences or medical devices. - Hands-on experience with platforms like eQMS, RIMSYS, Calibration Systems, Document Management, or similar. - Strong communication and stakeholder management skills, with the ability to remain calm under pressure. - Familiarity with ITIL practices and role-based access control (RBAC), along with experience in coordinating with vendors and internal IT teams. At Smith+Nephew, we believe in creating the greatest good for society through our investments in people and patients. We are committed to inclusion, employee well-being, and providing growth opportunities. Some of the additional benefits we offer include major medical coverage, educational assistance, flexible work arrangements, training programs, and extra perks like free cab transport and meal facilities. Join our Talent Community to stay connected and become part of a community that supports and empowers employees and patients every day. Follow us on LinkedIn and explore our website to learn more about our mission, team, and the opportunities we offer. As a Service Delivery Engineer at Smith+Nephew, you will play a vital role in supporting Manufacturing and Quality Management Systems (QMS) to ensure smooth, secure, and efficient operations. Your responsibilities will include: - Providing Application Support: - Handling Incident Management and Technical Support Coordination by analyzing, troubleshooting, and resolving software and application issues. - Collaborating with external vendors and partners to resolve incidents and service requests. - Documenting resolution steps and workarounds in the knowledge base for future reference. - Supporting application deployments, patching, and release activities while ensuring compliance with security and audit requirements. - Managing user access, permissions, onboarding/offboarding, and role-based access control maintenance. - Customer/Business Partner Coordination: - Working directly with end-users to troubleshoot escalated issues and keep them informed about the progress of their requests. - IT Partner/Stakeholder Coordination: - Collaborating with internal IT teams to resolve incidents, service requests, and identify permanent fixes. - Configuration Item Management: - Ensuring accuracy and up-to-date information of all configuration items in ServiceNOW. - Change Ticket Management: - Creating, updating, and managing change tickets through to closure, including coordinating testing with IT, vendors, or business partners. To be successful in this role, you should possess: - 13 years of experience in Level 2 IT application support, preferably within manufacturing, QMS, or regulatory systems in life sciences or medical devices. - Hands-on experience with platforms like eQMS, RIMSYS, Calibration Systems, Document Management, or similar. - Strong communication and stakeholder management skills, with the ability to remain calm under pressure. - Familiarity with ITIL practices and role-based access control (RBAC), along with experience in coordinating with vendors and internal IT teams. At Smith+Nephew, we believe in creating the greatest good for society through our investments in people and patients. We are committed to inclusion, employee well-being, and providing growth opportunities. Some of the additional benefits we offer include ma