Role Purpose:

The IT PRODUCT SUPPORT - SERVICE DESK AGENT provides reliable L2 application support,

ensuring that incidents, service requests, standard changes and operational questions are triaged,

investigated, resolved or escalated in line with ITIL good practices, GAMP5 expectations and applicable eQMS procedures.

eQMS is now used across multiple divisions, business lines, lab sites and regions, with increasing volumes driven by go-lives, migrations and D4 onboarding.

Support must cover normal operations plus go-live hypercare, post-hypercare stabilization and release deployment periods.

Operational topics include scheduler issues, synchronization issues, client signature file / queue issues, reporting export failures, save/check-in technical errors and formatting view issues.

Support requires coordination with L1 Service Desk, GSC eQMS L2, development, infrastructure,

QA/validation, deployment, migration and business/key-user teams.

Key Responsibilities:

- Following ITIL good practices, GAMP5 guidelines, Internal eQMS procedures and working instructions, the mission of the IT PRODUCT SUPPORT - SERVICE DESK AGENT is to:
- Monitor the GSC eQMS General L2 / GSC eQMS L2 assignment group and ensure timely triage,

categorisation, prioritisation and ownership of eQMS tickets.
- Handle eQMS incidents, service requests and standard changes in BMC Helix ITSM, maintaining clear updates, workaround notes, root-cause evidence and resolution comments.
- Investigate application issues impacting Document Control, Training, Change Management and related operational queues, including document collaboration, quality review, formatting, review/approval, assigned admin work, hardcopy work, acknowledgements, client signatures,



training plan reviews and quarantined documents.
- Support reporting and export-related incidents, including failures in reporting exports, technical errors during save/check-in and user-facing formatting view issues.
- Support go-live, hypercare and post-hypercare activities for new lab/site deployments, including transition-related queries, data migration questions, configuration issues, change requests and application issues.
- Perform initial analysis for scheduler, synchronization, client signature file and queue-related issues; coordinate technical escalation and monitor closure through validated fixes or approved workarounds.
- Assist with data migration and cutover support by validating reported deviations, confirming migrated data behavior with project teams and supporting business users during stabilization.
- Support release activities, including preparation of support/training environment checks, production deployment readiness queries, post-release smoke checks and monitoring of regressions or user-impacting issues.
- Coordinate with 3rd level support, development, infrastructure, security, QA/validation, product owners and functional SMEs when investigation or resolution requires deeper technical or process expertise.
- Maintain operational knowledge articles, troubleshooting notes, known-error references,



support handover material and recurring issue trackers to improve first-contact resolution and repeatability.
- Provide professional communication to key users and stakeholders, including clear incident updates, impact statements, workaround guidance and escalation summaries.
- Contribute to continuous improvement of support processes, including ticket classification, priority handling, recurring problem identification, support dashboard inputs and lessons learned from hypercare.

Required Knowledge and Skills:

- Strong IT Service Management mindset, including incident, request, change, problem and escalation handling.
- Practical experience with BMC Helix ITSM or equivalent ticketing tools.
- Understanding of regulated computerized systems, GAMP5 principles, audit trail expectations, electronic signatures and controlled documentation practices.
- Good functional understanding of eQMS or comparable Quality Management Systems, especially Document Control, Training and Change Management.
- Ability to troubleshoot web application behavior, browser/user-context issues, permission/access problems, reporting/export issues and integration/synchronization symptoms.
- Ability to work with global stakeholders, key users, developers, QA/validation and infrastructure teams across time zones.
- Clear written communication in English, including concise incident updates, user guidance and management summaries.
- Analytical mindset, attention to detail, customer-care sensitivity and discipline in maintaining ticket evidence and knowledge records.
- Python, SQL, scripting, monitoring or log-analysis knowledge is an advantage but not mandatory for the agent role.

📌 IT Product Support - Service Desk Agent (Bogotá)
🏢 Infotree Global Solutions
📍 Bogotá