Artworks Support Analyst

We are looking for a motivated Support Analyst to provide Level 1 application support for Karomi ManageArtworks and G4Harmony platforms used for artwork, labeling , packaging, and regulatory content management processes. The role involves monitoring support tickets, assisting end users, resolving basic application issues, and ensuring smooth operation of business workflows.

Key Responsibilities

• Provide L1 support for ManageArtworks and G4Harmony users.

• Monitor and respond to incidents and service requests within defined SLAs.

• Support user onboarding, access provisioning, and role assignments.

• Assist users with artwork lifecycle, packaging approval, labeling , and document workflow activities.

• Perform initial troubleshooting and escalate complex issues to L2 teams.

• Track incidents, service requests, and enhancement requests using ticketing tools.

• Support testing activities for system updates and releases.

• Maintain support documentation and knowledge articles.

• Prepare basic operational and support reports.

Required Skills

• B.Pharm , M.Pharm , Biotechnology, Life Sciences, Computer Science, IT, or related degree.

• Good communication and analytical skills.

• Basic understanding of business applications and workflows.

• Familiarity with MS Excel, Word, and PowerPoint.

• Willingness to work in an AMS/support environment.

Preferred Skills

• Awareness of Artwork Management Systems or Document Management Systems.

• Basic understanding of pharmaceutical packaging and labeling processes.

• Exposure to ServiceNow, Jira, or similar ticketing tools.

• Understanding of GxP or regulated environments.