Specialist, Technical Analyst

Job Description

Technical Analyst, Specialist (R2)

The Opportunity

·       Based in Hyderabad, join a global healthcare biopharma company and be part of a 130- year legacy of success backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.

·       Be part of an organisation driven by digital technology and data-backed approaches that support a diversified portfolio of prescription medicines, vaccines, and animal health products.

·       Drive innovation and execution excellence. Be a part of a team with passion for using data, analytics, and insights to drive decision-making, and which creates custom software, allowing us to tackle some of the world's greatest health threats.

Our Technology Centers focus on creating a space where teams can come together to deliver business solutions that save and improve lives. An integral part of our companys’ IT operating model, Tech Centers are globally distributed locations where each IT division has employees to enable our digital transformation journey and drive business outcomes. These locations, in addition to the other sites, are essential to supporting our business and strategy.

A focused group of leaders in each Tech Center helps to ensure we can manage and improve each location, from investing in growth, success, and well-being of our people, to making sure colleagues from each IT division feel a sense of belonging to managing critical emergencies. And together, we must leverage the strength of our team to collaborate globally to optimize connections and share best practices across the Tech Centers.

Role Overview

Join a global Digital Manufacturing organization and contribute to digital capabilities supporting Maintenance, Engineering, Asset Reliability, and Environment, Health & Safety.

As an Application Configuration & Support Specialist, you will support configurable enterprise applications used across engineering, maintenance, asset reliability, EHS, manufacturing, and capital-project business processes. Depending on business priorities, you may initially focus on one or more applications and progressively expand your knowledge across the broader  technology portfolio.

The successful candidate will work with business stakeholders, product teams, technical resources, and external vendors to support application operations, system enhancements, data quality initiatives, issue resolution, release activities, and user enablement efforts. This role is expected to develop expertise across multiple platforms and technologies as the organization's digital application landscape evolves.

The ideal candidate should have experience supporting configurable enterprise applications, strong analytical and problem-solving skills, and the ability to quickly learn and adapt to new technologies, platforms, and business capabilities.

Location: Hyderabad  ( mandatory 3 days  Work from office)  with flexibility to support occasional meetings during CST overlap hours.

What You Will Do

Application Configuration Support

·       Support configuration activities, including customizing forms, fields, workflows, notifications, and settings.

·       Assist with implementing approved enhancements and configuration changes.

·       Perform application maintenance activities and support routine system administration tasks.

·       Participate in testing and validation of new functionality before deployment.

Incident & Ticket Management

·       Investigate and resolve Level 1, Level 2 and Level 3 support tickets in line with Application support needs and SLA mandates.

·       Perform initial troubleshooting and issue analysis before escalating complex issues to Vendor.

·       Document findings, resolutions, and recommendations for recurring issues.

·       Provide regular updates to stakeholders regarding ticket status and resolution progress.

Data Management & Quality Assurance

·       Support data imports, exports, and validation activities.

·       Assist with data cleansing, reconciliation, and quality checks.

·       Help maintain data integrity across Enablon modules.

·       Participate in reporting and analysis activities as needed.

Release & Change Support

·       Assist with release preparation, system testing, and deployment activities.

·       Execute test cases and document testing results.

·       Support post-release validation and issue monitoring.

·       Maintain release documentation and change records.

Documentation & Process Improvement

·       Author SDLC documentation in line with Project expectations namely Change Request, Quality Assurance plans, Requirement Specifications, Technical Design documents, Traceability Matrix, Test Scripts, Quality Assurance Summary Reports.

·       Author and maintain support documentation, standard operating procedures (SOPs), and knowledge articles.

·       Contribute to knowledge articles, job aids, troubleshooting guides and user support materials.

·       Identify opportunities to improve support processes and operational efficiency.

Stakeholder Collaboration

·       Collaborate with business users, project teams, and technical resources to support application needs.

·       Participate in support meetings, status updates, and project discussions.

·       Escalate risks, issues, and blockers appropriately.

What You Should Have

Primary Skills

·       Enterprise application administration, configuration, implementation of enhancements, and periodic upgrades.

·       Hands on experience supporting configurable business applications, with exposure to variety of applications  in Environmental Health & Safety including Enablon.

·       Ability to quickly learn, adopt, and support new technologies and applications across Product Line.

·       Demonstrated experience across the Software Development Life Cycle (SDLC), including requirements, design, testing, deployment, validation, and support.

·       Power BI development, reporting, and analytics.

·       SQL and data analysis for troubleshooting, validation, and reporting.

·       Understanding of workflows, business rules, forms, notifications, security models, and application configuration concepts.

·       Incident management, root cause analysis, and problem resolution.

·       Experience working with ticketing systems, support processes, and service management practices.

·       Application testing, validation, and release support.

·       Understanding of cloud architecture, system integrations, data management, data quality, and governance.

·       Strong stakeholder communication, documentation, and collaboration skills.

Required Qualifications

·       Bachelor's degree in Computer Science, Information Systems, Engineering, or related field (or equivalent experience).

·       Based in Hyderabad or Pune with flexibility for occasional CST overlap meetings.

·      3-5 years of experience supporting enterprise applications.

·       Familiarity with Enablon modules and configuration concepts.

·       Basic to intermediate SQL knowledge for data analysis and validation.

·       Experience with application testing and defect management.

·       Strong communication and documentation skills.

·       Ability to work effectively in a team-oriented environment.

Preferred Experience

·       Experience supporting Environmental, Health & Safety (EHS) applications.

·       Exposure to Enablon implementations or post-production support.

·       Experience working with global support teams.

·       Familiarity with reporting tools such as Power BI.

·       Experience creating user documentation, knowledge articles, or training materials.

·       Knowledge of GxP/GMP environments, Computer System Validation (CSV), Computer System Assurance (CSA), and regulated manufacturing processes.

Nice to Have

·       Basic understanding of integrations, APIs, or data exchange processes.

·       Exposure to JavaScript, web technologies, or application configuration tools.

·       Experience with ETL or data-loading activities.

·       Enablon training or platform certification.

·       Familiarity with Agile or ITIL-based support processes.

Working Hours & Expectations

·       Core role follows Monday-Friday India business hours.

·       Flexibility for occasional meetings with global stakeholders.

·       Participation in release activities and critical issue support when required.

Performance Measures

·       Timely resolution of support tickets within agreed SLAs.

·       Quality and accuracy of configuration and testing activities.

·       Reduction in recurring support issues through effective troubleshooting and documentation.

·       Compliance with release and change management processes.

·       Quality of support documentation and knowledge-sharing contributions.

·       Positive stakeholder feedback and collaboration effectiveness.

·       Continuous development of platform knowledge and technical skills.

Our technology teams operate as business partners, proposing ideas and innovative solutions that enable new organizational capabilities. We collaborate internationally to deliver services and solutions that help everyone be more productive and enable innovation.

Who we are

We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing , bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.

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Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.  No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. 

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