Job Description:
Role: Empower Consultant
Required Technical Skill Set: Empower
Desired Experience Range: 6+ years
Location of Requirement: PAN India, preferably in Noida
Must-Have*
*Waters Empower application support, Empower administration, L2/L3 AMS support, chromatographic integration, Data integrity GxP, 21 CFR Part 11, d CSV/validation documentation, Pharma domain experience
,
Good-to-Ha
veWaters Empower, LIMS (Labvantage), Pharma domain, GxP, GMP, 21 CFR Part 11, Data Integrity, Audit Trail, CSV, Validatio
n.
Responsibili
- ty:Provide day-to-day AMS support for Waters Empower applications across multiple pharmaceutical manufacturing, QC, R&D, and laboratory sit
- es.Handle L2/L3 application support activities including incident triage, troubleshooting, resolution, escalation, and user communication as per defined SLA and ITIL process
- es.Support Empower administration activities such as user access management, roles/privileges, project creation, instrument/system configuration, audit trail review support, and routine application maintenan
- ce.Coordinate with site laboratory teams, business users, infrastructure teams, network teams, database teams, vendors, and global application owners for issue resolution and operational continui
- ty.Support Empower client/server components, interfaces, instrument connectivity, instrument integration, acquisition nodes, sample set/sample creation, batch creation and batch Management, processing methods, chromatographic integration, reports, and data review workflows as applicable to site operatio
- ns.Perform root cause analysis for recurring incidents, identify preventive actions, and drive problem management to improve system stability and reduce ticket volu
- me.Execute and support change management activities including impact assessment, change documentation, testing coordination, deployment support, and post-implementation validation in a GxP environme
- nt.Ensure compliance with GxP, 21 CFR Part 11, data integrity, audit trail, access control, and computer system validation requirements while supporting Empower application operatio
- ns.Support periodic reviews, access recertification, system health checks, SOP adherence, deviation/CAPA support, and audit readiness activities related to Empow
- er.Assist with Empower upgrades, patches, hotfixes, configuration changes, validation testing, regression testing, and documentation updates across global or regional sit
- es.Create and maintain support documentation including knowledge articles, SOPs, troubleshooting guides, runbooks, configuration records, and operational handover documen
- ts.Monitor application availability, ticket trends, SLA performance, recurring issues, and service improvement opportunities for multi-site AMS operatio
- ns.Identify process improvement opportunities across incident handling, ticket triage, recurring issue management, knowledge management, access request handling, and multi-site support operations to improve efficiency and service quali
- ty.Explore and propose opportunities to use automation and Gen AI for support activities such as ticket summarization, knowledge article creation, SOP/runbook drafting, trend analysis, root cause insights, self-service enablement, and faster incident resolution, while ensuring data privacy, compliance, and validation requirements are m
- et.Participate in daily/weekly service reviews, status reporting, incident bridges, major incident support, and stakeholder communications for business-critical issu
- es.Support onboarding of new sites, transition activities, hypercare support, knowledge transfer, and standardization of Empower support processes across sit
- es.Work in shift-based or extended-hours support model as required to support global pharma operations and ensure timely response to critical laboratory system issu
es.
