Junior IT Product Support Service Desk Agent (eQMS)

Location: Bogotá, Colombia; hybrid work, Monday to Friday, 08:00–17:00

Company

hirify.global Scientific is an international life sciences company providing analytical testing, laboratory, clinical, pharmaceutical, environmental, food, and related research services.

What you will do

• Monitor the global eQMS L2 assignment group and triage, categorize, prioritize, own, investigate, resolve, or escalate tickets.
• Handle incidents, service requests, and standard changes in BMC Helix ITSM, documenting workarounds, root-cause evidence, and resolutions.
• Troubleshoot eQMS issues affecting Document Control, Training, Change Management, reporting exports, document collaboration, approvals, signatures, and operational queues.
• Support lab and site go-lives, hypercare, post-hypercare stabilization, data migration, cutover activities, and release deployments.
• Coordinate investigations with service desk, development, infrastructure, security, QA/validation, deployment, migration, product owner, and business teams.
• Maintain knowledge articles, troubleshooting notes, known-error references, handover materials, issue trackers, and clear stakeholder updates.

Requirements

• 2–3 years of experience as a Service Desk Agent; experience with regulated application support is preferred.
• Practical IT service management experience covering incident, request, change, problem, and escalation handling, with BMC Helix ITSM or an equivalent ticketing tool.
• Understanding of regulated computerized systems, GAMP5 principles, audit trails, electronic signatures, and controlled documentation.
• Functional knowledge of eQMS or comparable quality management systems, especially Document Control, Training, and Change Management.
• Ability to troubleshoot web applications, browser and user-context issues, permissions, reporting and export problems, integrations, and synchronization symptoms.
• Clear written English is required for incident updates, user guidance, and management summaries, along with the ability to work with global stakeholders across time zones.

Nice to have

• Python, SQL, scripting, monitoring, or log-analysis knowledge.
• Additional experience in regulated application support.

Culture & Benefits

• Hybrid working arrangement with a fixed Monday–Friday schedule from 08:00 to 17:00.
• Work with global laboratory, business, technical, QA, validation, and key-user stakeholders.
• Contribute to continuous improvement of support processes, dashboards, ticket handling, and recurring-issue management.