Sr Associate Support Analyst

As an essential member of the team at Amgen, you will play a crucial role in ensuring the stability and continuous improvement of the 3DEXPERIENCE PLM platform. Your responsibilities will include providing L2/L3 support by investigating incidents, coordinating fixes, and conducting effective root-cause analysis. You will collaborate with software vendors, technology teams, and business stakeholders to track and resolve issues, as well as perform proactive maintenance to sustain high availability and comply with information security requirements. Your role will also involve responding to ad-hoc service and reporting requests, while balancing multiple priorities in a fast-paced environment. You will be expected to read and apply Quick Reference Guides (QRGs) and knowledge articles for effective troubleshooting, document procedures, contribute to knowledge bases, and share best practices with global peers. Additionally, you will create and maintain accurate GXP documentation of configurations, processes, and changes, acting as the voice of the customer and going the extra mile to unblock their work. Basic Qualifications and Experience: - Masters degree with 1 - 3 years of experience in Engineering, IT, or a related field OR - Bachelors degree with 3 - 5 years of experience in Engineering, IT, or a related field Functional Skills: Must-Have Skills: - Good understanding of 3DEXPERIENCE capabilities and ability to triage and troubleshoot issues - Experience in managing technology solutions involving ENOVIA, DELMIA, CATIA Report Generator, NETVIBES - Technical/Functional experience in solutioning and supporting GxP applications across various functions - Experience with configuring solutions using 3DEXPERIENCE platform - Ability to manage multiple activities and priorities with minimal direction in a rapidly changing environment - Exceptional collaboration, communication, and interpersonal skills - Experience with Scaled Agile (SAFe) methodologies Good-to-Have Skills: - Experience in a support role within a pharmaceutical or technology organization - Experience in the software development lifecycle - Familiarity with Scaled Agile Framework (SAFe) - Strong analytic, critical-thinking, and decision-making abilities - Ability to work effectively in a fast-paced, dynamic environment Professional Certifications: - Scaled Agile Framework (SAFe) for Teams (preferred) Soft Skills: - Exceptional collaboration and communication skills - High degree of initiative and self-motivation - Ability to manage multiple priorities successfully - Team-oriented with a focus on achieving team goals - Excellent analytical and troubleshooting skills - Strong verbal and written communication skills - Ability to work effectively with global, virtual teams Amgen is committed to providing equal opportunities for all individuals, including those with disabilities. Reasonable accommodations will be provided to ensure participation in the job application process, essential job functions, and other benefits of employment. Feel free to contact us to request an accommodation.,