Technician, IT Shared Services & First Level Support

About the role

Bristol Myers Squibb is looking for a Technician, IT Shared Services & First Level Support. The role provides technical support and ensures the integrity, availability and compliance of IT systems used in regulated processes, administering, maintaining and troubleshooting hardware and software while supporting validated systems and adhering to regulatory requirements (GxP guidelines). It covers first, second and third level support in French and English for Production, Packaging, Laboratory and Maintenance environments.

Key responsibilities

• Provide 1st and 2nd level IT support by phone in French and English for the Manufacturing Execution System (MES) and its hardware, including desktops, label printers and barcode readers.
• Escalate 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 French and English.
• Manage deviations, CAPAs and change control in line with quality standards.
• Handle IT incident and problem management according to ITIL best practices.
• Maintain a knowledge base to support cross-training and onboarding.
• Collaborate with IT teams on design, technology and compliance standards.
• Take part in duty services across two shifts, including 24/7 availability, and assist in implementing new GxP-compliant technologies and system upgrades.
• Maintain validated systems in compliance with GxP and internal SOPs, and monitor system performance.

Required profile

• Diploma in Business and/or Information Systems or equivalent experience.
• More than 3 years in IT support and helpdesk activities (a plus).
• Fully operational in French and good spoken and written English.
• Analytical, able to identify root causes, with good sense of priority and urgency.
• Good communication and listening skills, able to work independently.
• Ability to learn and adapt to new situations, systems and processes.

Required skills

• Knowledge of IT support and administration of Manufacturing, Laboratory and Quality systems in a clean environment (a plus).
• Pharmaceutical or related industry experience (a plus).
• ITIL Foundations certification (a plus).
• Knowledge of the regulatory pharmaceutical environment (GxP) (a plus).