Teams at Westbourne IT Global Services

Supports LabWare LIMS and laboratory IT applications in a regulated pharmaceutical or biotechnology environment. Responsibilities include troubleshooting systems, instruments, interfaces, access issues, incidents, and workflows; performing root cause analysis; supporting configuration, testing, UAT, upgrades, validation, change control, documentation, audit readiness, and user training. Collaborates with laboratory, Quality, IT, vendors, and other stakeholders while managing service requests through ITSM tools.

Provide technical support for LabWare LIMS in a GMP-regulated environment. Responsibilities include troubleshooting application issues, managing user accounts and support tickets, coordinating escalations, maintaining SOPs, supporting upgrades and user acceptance testing, monitoring audit trails, compiling service metrics, and recommending system and process improvements. The role requires knowledge of laboratory informatics, Windows and Microsoft Office, service desk tools, Citrix, Active Directory, and pharmaceutical or quality-control laboratory processes.

Provide second-level support, troubleshoot and resolve core lab application issues (primarily BIOVIA LES) in a GMP pharmaceutical environment, liaise with vendors, manage ServiceNow queues, develop reports, and identify enhancements.