Senior Application Support Engineer

Job Description

At Bristol Myers Squibb (BMS), we are inspired by a single vision – transforming patients’ lives through science. In oncology, hematology, immunology, and cardiovascular disease – and one of the most diverse and promising pipelines in the industry – each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference.

Reporting to the Application Support Sr. Engineer, the successful candidate will be responsible for providing technical support to end users, with focus on supporting two main applications: Emerson Syncade and DeltaV. These two platforms are pivotal in supporting the Manufacturing Execution System for various BMS manufacturing sites globally. The Application Support Sr. Engineer will identify and resolve technical issues including developing and maintaining relationships with key stakeholders.

Key responsibilities include:

• Collaborate with SME’s to provide technical support in testing, implementing and documenting technical requests
• Provide support for operationalizing the manufacturing and peripheral systems.
• Ensure uninterrupted 24/7 operation of manufacturing systems for CAR T manufacturing, including on-call support on weekends on a rotation basis.
• Support daily operation and future enhancements of Syncade MES and other Manufacturing systems as an IT system owner and technical expert.
• Support integration initiatives between site manufacturing systems and above-site, enterprise systems, e.g., LIMS, ERP, RTMS, etc.
• Triage and provide technical support to our users’ requests, with focus on supporting Emerson Syncade and DeltaV.  
• Work closely with our users to identify and resolve technical issues, ensuring that they are resolved in a timely and efficient manner.  
• Work independently and with internal teams to identify and resolve complex technical issues. 
• Document and record issues and escalations in ServiceNow to help build and maintain a knowledge base related to technical aspects of the platforms. 
• Follow escalation processes and interface with different tier teams as needed.
• Write Ad hoc SQL Queries to pull MES Data for non-urgent requests.

Basic Qualifications:

• 1.5+ years of experience in pharma/biotech projects, focusing on Manufacturing and IT disciplines.
• Knowledge of shop floor activities, Good Manufacturing Practices (GMPs), and process automation.
• Prior experience in Manufacturing Execution System (MES) and support, preferably Syncade MES.
• Bachelor’s degree in Chemical, Mechanical, Biomedical, Electrical or Computer Engineering, or MIS discipline.
• Experience with reporting systems like Informetric InfoBatch.
• Experience with labeling systems like Bartender.
• Experience integrating MES with other enterprise applications like ERP(Oracle/SAP), LIMS, RTMS, etc.
• Ability to author, review, and approve technical documentation, protocols, and reports, including IQ/IQ/PQ protocols, change controls, and SOPs.

Preferred Qualifications:

• Understanding of Electronic Batch Records (EBR) and Review by Exception (RBE). Recipe Authoring is a plus.
• Experience with Microsoft SQL Server, reporting services, database design, and data architecture. Query creation in multiple database environments.
• Experience with Test Strategy, Test Management, and Defect Tracking Tools like HP ALM.
• BA/BS degree in Computer Science, Information Technology, Chemical Engineer or a related field. Associates or Technical degree will be considered.

Key skills desired:

• Ability to navigate ambiguity and solve problems in a fast-paced environment.
• Strong technology acumen and understanding of the intersection of business & IT related challenges.
• Ability to make complexities more easily understood through speech and written narrative, and possess excellent professional written and verbal communication as well as interpersonal skills.
• Strong developer of effective partnerships and relationships with all levels and geographies.
• Commitment and passion for achieving desired outcomes such as customer satisfaction (i.e., value, quality, speed).
• Be well organized, able to manage multiple tasks, and prioritize effectively.
• Possess patience and maturity and remain calm under pressure.
• Display a sense of urgency in completion of key responsibilities.
• Possess attention to detail.

Travel required:

• No travel required

Around the world, we are passionate about making an impact on the lives of patients with serious diseases. Empowered to apply our individual talents and diverse perspectives in an inclusive culture, our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives.