We are looking for an
IT Product Support – Service Desk Agent
to provide
Level 2 application support
for our general eQMS platform, ensuring timely triage, investigation, resolution, and escalation of incidents, service requests, and operational issues.

Key Responsibilities
- Provide L2 support for eQMS applications, managing incidents, requests, and standard changes through
BMC Helix ITSM
.
- Troubleshoot issues related to
Document Control, Training, Change Management, reporting, integrations, synchronization, schedulers, signatures, and document workflows
.
- Support
go-lives, hypercare, migrations, cutovers, and application releases
.
- Collaborate with
Service Desk, Development, Infrastructure, QA/Validation, Product Owners, SMEs, and business users
.
- Maintain accurate ticket documentation, knowledge articles, troubleshooting guides, and known-error information.
- Follow
ITIL practices, GAMP5 principles, and applicable quality/validation procedures
.





Key Requirements
- Experience in
IT application support / service management
, preferably in a regulated environment.
- Experience with
BMC Helix ITSM or equivalent ticketing tools
.
- Knowledge of
eQMS/QMS platforms
, particularly Document Control, Training, and Change Management.
- Understanding of
GAMP5, audit trails, electronic signatures, and controlled documentation
.
- Strong troubleshooting, analytical, communication, and customer-service skills.
- Advanced English proficiency required. (B2 - C1)
- Python, SQL, scripting, monitoring, or log-analysis skills are a plus.

Work Conditions

?
Location:
Bogotá, Colombia —
100% On-site

?
Contract:
Permanent / Indefinite-term employment contract
- ?
Salary:
Competitive compensation in
COP

📌 IT Product Support – Service Desk Agent (Bogotá)
🏢 Reclutamiento
📍 Bogotá