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.
- Experience with ticketing tools.
- Knowledge of Document Control, Training, and Change Management.
- Advanced English proficiency required. (B2 - C1)

📌 Service Desk (Bogotá, D.C.)
🏢 Reclutamiento
📍 Bogotá, D.C.