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Job Description

Senior Specialist Product Analyst - Application Support Lead

Overview: We are seeking a highly skilled and experienced Application Support Lead to oversee our application support team and collaborate with product leads to develop and implement a robust support strategy for our Data Enablement Product. This role requires a blend of technical expertise and leadership capabilities to ensure the effective management of application support processes and continuous improvement of service delivery.

Key Responsibilities:

• Support Strategy Development:

  • Collaborate with three product leads to create and implement a comprehensive support strategy that can be leveraged across the product line.

  • Identify opportunities for process improvements and efficiencies within the current support framework.

• Team Oversight and Transition Planning:

  • Oversee the ongoing support team, ensuring alignment with business objectives and service level agreements.

  • Plan for potential transitions and scalability of the support team as product demands evolve.

• Incident and Problem Management:

  • Lead incident management processes to ensure timely resolution of application issues.

  • Implement problem management practices to identify root causes and prevent future incidents.

• Change and Configuration Management:

  • Manage change requests and ensure proper application configuration management to maintain system integrity.

  • Oversee system maintenance activities to ensure optimal performance and reliability.

• Monitoring and Performance Management:

  • Establish monitoring protocols to track application performance and user experience.

  • Implement backup and recovery management processes to safeguard data integrity.

• User Training and Support:

  • Develop and deliver user training programs to enhance knowledge management and user proficiency.

  • Manage user account administration and provide help desk services to address user inquiries and issues.

• Reporting and Analytics:

  • Generate reports and analytics to assess application performance and support team effectiveness.

  • Conduct periodic reviews of support processes and outcomes to drive continuous improvement.

• Collaboration:

  • Collaborate with development and delivery teams to ensure seamless integration of support processes with product development.

  • Engage in lifecycle management activities to align application support with product evolution.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

• 5+ years of experience in application support, IT service management, or related roles.

• Strong understanding of IT service management processes including incident, problem, change, and configuration management.

• Experience with monitoring tools, performance management, and IT infrastructure topics such as networking, virtualization, and storage.

• Demonstrated expertise with AVEVA PI System, including system architecture, integration solutions (e.g., big data platforms), and various PI components (PI DA, AF, Analysis, Notifications, Vision, DAS, interfaces).

• Solid knowledge of Industry 4.0 technologies, including IoT platforms (e.g., Ignition), data brokers (e.g., HiveMQ), and OPC UA technologies (e.g., Kepware, Matrikon).

• Familiarity with shop floor data sources (DeltaV, PLC/SCADA, BAS) and use cases for PI data such as manufacturing analytics.

• Understanding of SDLC methodology and computer validation concepts.

• Excellent leadership, communication, and interpersonal skills.

• Ability to work collaboratively in a fast-paced environment, manage multiple priorities, and be self-driven and motivated.

• Familiarity with data enablement technologies and platforms (e.g., AVEVA PI System, PTC Kepware, Matrikon) is a plus.

Why Join Us?

• Be part of a dynamic team that is at the forefront of data enablement and operational excellence.

• Opportunity for professional growth and development in a supportive environment.

Current Employees apply HERE

Current Contingent Workers apply HERE

Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:

Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Required Skills:

Availability Management, Availability Management, Business Processes, Change Controls, Computer Science, Computer Technical Support, Incident Management, Information Technology (IT) Infrastructure, Innovation, Management Process, Management System Development, Motivation Management, PI Server, Problem Management, Project Manufacturing, Quality Assurance (QA), Self Motivation, Service Delivery, Shop Floor Management, SLA Management, Software Configurations, Software Development Life Cycle (SDLC), Supply Network Planning (SNP), Systems Delivery, Technical Consulting {+ 1 more}

Preferred Skills:

Job Posting End Date:

09/15/2025

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Requisition ID:R353314