System Support Analyst - Product Lifecycle Management (LCM)

System Support Analyst - Product Lifecycle Management (LCM)

Career Category

Business Development

Job Description

ABOUT AMGEN

Amgen harnesses the best of biology and technology to fight the world’s toughest diseases, and make people’s lives easier, fuller and longer. We discover, develop, manufacture and deliver innovative medicines to help millions of patients. Amgen helped establish the biotechnology industry more than 40 years ago and remains on the cutting-edge of innovation, using technology and human genetic data to push beyond what’s known today.

ABOUT THE ROLE

Role Description: Let’s do this. Let’s change the world. We are seeking an individual who thrives in ambiguity, capable of driving end-to-end process excellence and performance management with speed and precision. 

The System Support analyst (LCM) will take operational ownership, continuous improvement, and strategic roadmap of the Lifecycle Management (LCM) tools & applications.

In this vital role, you will be responsible for providing operational support, administration, maintenance, and continuous improvement of Product Lifecycle Management (LCM) systems and associated business processes. The role serves as a primary point of contact for end users, supporting system availability, data integrity, issue resolution, user enablement, and effective execution of product lifecycle activities across cross-functional teams.

You will act as the System Support Analyst for Product Lifecycle Teams (PLTs), Regional Operations Team (ROTs), Launch Teams and Affiliate Supply Chain organizations, ensuring data quality is managed across the functions.

Roles & Responsibilities:

Product Lifecycle Management (LCM) System Support

• Own the overall health, performance, and lifecycle of the LCM platform
• Serve as the primary support contact for LCM, Artworks/Labeling users.
• Provide prompt and full support for LCM applications and related platforms.
• Investigate, troubleshoot, and resolve system incidents and user-reported issues.
• Monitor system health, interfaces, workflows, and data quality.
• Lead root cause analysis for production issues and implement preventive actions
• Coordinate with cross functional teams to resolve complex technical issues and assist in managing lifecycle-related system transactions
• Maintain application documentation, knowledge articles, and support procedures
• Conduct user onboarding and training sessions and develop user guides, SOPs, and work instructions.
• Support change adoption initiatives and communication activities.

Data Governance and Compliance

• Maintain data accuracy and completeness.
• Support data migration, cleansing, and validation activities.
• Ensure compliance with internal policies and applicable regulatory requirements.
• Participate in audit and inspection readiness activities.

Continuous Improvement

• Identify opportunities for process optimization and automation.
• Support system enhancement requests and testing activities.
• Participate in deployment of new LCM capabilities and releases.
• Drive standardization and best practices across LCM processes.
• Ensure enhancements follow established SDLC and change management processes

Cross-Functional Collaboration

• Collaborate with Lifecycle Managers, Artworks/Labelling teams, Business SMEs, Data Engineers, Developers, QA, Architects, and Infrastructure teams.
• Facilitate communication between business and technology organizations.
• Manage stakeholder expectations and communicate system related status, risks, for existing and upcoming product launches

Performance Management

• Monitor departmental KPIs related to launches, lifecycle management and project execution.
• Identify opportunities to improve operational performance and execution excellence.
• Provide regular project status updates to senior stakeholders and governance forums.

Functional Skills:

Must-Have Skills

• Bachelor’s degree in information systems, Engineering, Life Sciences, Computer Science, or a related field.
• 8+ years of experience supporting enterprise applications like
  • PowerBI,
  • REACT,
  • Tableau,
  • Smartsheet,
  • VEEVA-RIM,
  • VEEVA-DQMS
  • SAP4H,
  • SmartLaunch,
• Experience with Product Lifecycle Management systems.
• Experience in manufacturing, supply chain, pharmaceutical, biotechnology, or other regulated industries.
• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder management skills
• Fluent in English (written and verbal).

Good-to-Have Skills

• Knowledge of pharmaceutical commercialization and product lifecycle management.
• Basic understanding of GMP and pharmaceutical regulatory requirements.
• Project Management certification (PMP, PRINCE2, IPMA or equivalent).
• Experience working in international and cross-cultural environments.
• Knowledge of manufacturing or supply chain business processes

Professional Certifications:

Preferred:

• Experience with systems such as Agile PLM, Salesforce, SAP, product launch related systems.
• Knowledge of change control and lifecycle management processes.
• Experience with data migration, integrations, and system testing.
• Lean, Six Sigma, ITIL, or related certifications.
• PMP, PRINCE2, IPMA or equivalent Project Management certification.

Soft Skills:

• Strong verbal and written communication skills.
• Excellent stakeholder management and influencing capability.
• Ability to work effectively across global, virtual teams.
• Strong project leadership and organizational skills.
• Ability to manage multiple priorities in a dynamic environment.
• Problem-solving and decision-making skills.
• High degree of initiative and accountability.
• Collaborative mindset with a focus on delivering business outcomes.
• Ability to navigate ambiguity and drive execution through influence.

EQUAL OPPORTUNITY STATEMENT

Amgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

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