Windchill Application Support Specialist

Managed Services - Kosice, Malaysia

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Your profile / requirements

• Must have:
• Experience with the PTC application suite (Windchill QMS, ThingWorx Navigate)
• Experience as a Windchill User and Tester (license profiles, WGM, visualization, access controls, etc.)
• Solid general IT knowledge (e.g. cloud/on-premise solutions, network basics, MSSQL, etc.) and ability to troubleshoot and support applications while understanding their relation to infrastructure, database, or integration layers
• Experience with software validation and documentation in regulated environments (e.g. Installation Tests, Design Specifications)
• Systematic, business-oriented approach, receptiveness to new technologies and good communication skills
• Strong documentation and presentation skills
• Comfortable in interacting with various stakeholders on different seniority levels remotely
• Fluent in English (written and spoken) Nice to have:
• University degree (preferred, not mandatory in IT field)
• Analytical skills, with the ability to identify gaps, propose solutions, and drive process improvements and automation
• Understanding of ITSM processes, ITIL certification is a plus
• Knowledge of system integration and API/middleware tools (e.g. SAP PI, MuleSoft)
• Good understanding in coding standards and language around Java, LotusScript, Notes, Javascript, HTML, CSS and VBA to evaluate if incidents are caused by customization or core functionality
• Preferable: knowledge in areas such as ISO 13485, GMP, FDA CFR21
• Skill in user training and support for system users across global locations
• Experience with ServiceNow or similar ITSM tools  

Tasks and responsibilities

• Provide Level 2 Application Support for critical business applications, with a focus on Windchill and the PTC application suite 
• Troubleshoot and maintain supported applications to ensure performance, stability, and availability 
• Collaborate with internal stakeholders and third-party vendors, building deep knowledge base of the client’s application environment 
• Handle Incidents, Service Requests, Changes, and Problem Ticket activities in line with ITIL processes 
• Support Change & Configuration Management, System Administration, and Validation tasks (for CSV procedures and GxP-regulated environments) 
• Manage application documentation, license usage, and access controls 
• Contribute to Continuous Improvement by identifying and implementing enhancements within the support scope 
• Be available for possible shift work in CET/EST time zones, including 24/7 on-call support when required (rotational basis)

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