Technician, IT Shared Services & First Level Support in Boudry

Position Summary

The Technician, IT Shared Services & First Level Support is responsible for providing technical support and ensuring the integrity, availability, and compliance of IT systems used in regulated processes.

This role involves administrating, maintaining and troubleshooting hardware and software systems, supporting validated systems, and ensuring adherence to regulatory requirements (applicable Gx P guidelines).

Duties/Responsibilities

• Deliver 1st, 2nd, and 3rd level IT support and system administration in French and English for Production, Packaging, Laboratory, and Maintenance environments.
• Provide 1st and 2nd level IT support in French and English by phone for the Manufacturing Execution System (MES) and its supporting hardware, including desktops, label printers, and barcode readers.
• Communicate and escalat issues to 3rd-level support, management, or external vendors in English.
• Author quality documentation such as Work Practices (WPRs) and Standard Operating Procedures (SOPs) in both French and English.
• Manage deviations, corrective and preventive actions (CAPAs), and change control processes in compliance with quality standards.
• Handle IT incident and problem management in accordance with ITIL best practices.
• Develop and maintain knowledge base documentation for all activities to support cross-training and onboarding of colleagues and new employees.
• Collaborate with IT teams to ensure adherence to design, technology, and compliance standards.
• Participate in duty services to support production across two shifts, including availability for 24/7 support.

Flexibility to work in shifts based on manufacturing and laboratory needs.

• Assist in the implementation of new Gx P-compliant technologies and system upgrades.
• Maintain validated systems in compliance with Gx P requirements and internal SOPs.
• Monitor system performance and apply corrective actions as necessary to ensure operational continuity.

Qualifications

• Diploma in Business and/or Information Systems or equivalent experience.
• Over 3 years in IT Support & Helpdesk activities. is a plus.
• Knowledge of IT Support and administration of Manufacturing, Laboratory and Quality systems or equivalent in clean environment is a plus.
• Pharmaceutical or related industry is a plus.
• Fully operational in French and good knowledge of English (spoken and written).
• Analytical mind, autonomous in identifying deep root cause of problems.
• Good sense of priority and urgency implied by manufacturing environment.
• Excellent communication and listening skills – ability to work independently.
• Ability to learn and adapt to new situations, systems, and processes.
• ITIL Foundations certification a plus.
• Knowledge of the regulatory pharmaceutical environment (Gx P) is a plus.
• Knowledge of manufacturing environment and supporting technologies
• How We Work

Where you work matters – because collaboration, innovation and patient impact happen in many settings.

Our roles are structured across four work models: site-essential, site-by-design, field-based and remote-by-design.

The model assigned to this role is based on its core responsibilities.

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• Supporting People with Disabilities

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Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer.

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BMS will consider qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

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Company Statement

We’re creating innovative medicines for patients fighting serious diseases.

We’re also nurturing our own diverse team with inspiring work and challenging career options.

No matter the role, each one of us makes a contribution.

And that makes all the difference.

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