Labware LIMS Support

Role & responsibilities

• Provide L2 support for LabWare LIMS incidents and service requests.
• Resolve tickets within SLA and escalate complex issues to L3 teams.
• Troubleshoot LabWare LIMS issues and provide user workarounds.
• Analyze recurring issues and drive permanent resolutions.
• Deliver end-user training and coordinate certified operator training.
• Gather business requirements and raise Change Requests (CRs) in ServiceNow.
• Perform impact analysis, script validation, and production migration support.
• Communicate application changes and releases across business sites.
• Track CRs, incidents, and project activities, providing regular status updates.
• Present ticket, CR, and training metrics during client governance meetings.

Preferred candidate profile