Trackwise Digital Support Lead

Job Position: Trackwise Digital Support Lead

Job Location: Center Valley, PA (Onsite)

Job Duration: Fulltime

Salary: $150K - $180K/Annum with benefits

Job Description:

Must Have Technical/Functional Skills:

1. Strong relevant experience, including demonstrated L2/L3 support expertise for TrackWise / TrackWise Digital QMS in regulated life sciences or medical device environments.
2. Hands-on expertise in TrackWise Digital support for global complaint handling, post-market support, complaints management and adverse event reporting processes.
3. Good understanding of TrackWise configuration, Coordinator Configuration, workflow configuration, Team Access, Web Admin, PR Import / Selection Import, master data import and user access administration.
4. Proven ability to troubleshoot record issues, stuck workflows, access issues, configuration defects, data issues, interface failures and recurring production defects within SLA.
5. Strong technical knowledge of SQL, TrackWise database structure, Crystal Reports, data validation, root-cause analysis, change/problem management and stakeholder communication.
6. Project Management, Team Management, Customer Interactions

Good To Have:

1. Working knowledge of TrackWise Digital on Salesforce platform, including roles/profiles, permission sets, page layouts, reports, dashboards, SOQL queries, Data Loader and Import Wizard.
2. Experience supporting interfaces between TrackWise Digital and global source systems through middleware platforms such as MuleSoft.
3. Knowledge of GxP, 21 CFR Part 11, validated-system support practices, audit readiness and controlled change/release management.
4. Basic awareness of Windows Server, application monitoring, service health checks and infrastructure coordination for support issue resolution.
5. Experience with ITSM tools such as ServiceNow for incident, problem, change, SLA tracking, ticket review and continuous improvement.

Roles & Responsibilities:

1. Serve as the Support Lead L2/L3 support contact for TrackWise Digital, restoring business-critical complaint handling and post-market quality services quickly and meeting agreed SLAs.
2. Lead incident triage, impact assessment, escalation, stakeholder communication, root-cause analysis and post-incident corrective/preventive actions.
3. Diagnose and resolve issues across TrackWise Digital records, workflows, access/security, configuration, reports, dashboards, interfaces and data layers.
4. Support global complaint handling processes covering complaint record creation, complaints management, post-market support and adverse event reporting.
5. Troubleshoot stuck records, workflow status issues, user access exceptions, master data import issues, PR Import / Selection Import issues and record lifecycle exceptions.
6. Coordinate with MuleSoft / integration teams for failed transactions, source-system data mismatches, complaint record creation issues and interface monitoring.
7. Prepare SQL queries, data analysis, validation evidence and reporting extracts required for ticket resolution, audit support and operational reviews.
8. Participate in change, release, validation and deployment activities, maintaining required documentation and traceability for a regulated QMS environment.
9. Collaborate with quality, regulatory, business process owners, integration, infrastructure, QA/validation and vendor teams to resolve production issues a nd deliver approved enhancements.
10. Provide guidance to junior support analysts, maintain knowledge articles / troubleshooting guides, conduct ticket trend analysis and recommend continuous improvements.

Generic Managerial Skills, If any:

1. Strong stakeholder communication, incident escalation, and cross-functional coordination.
2. Ability to guide support teams, mentor junior members, and lead small enhancement workstreams.

Ownership of SLA delivery, documentation quality, and continuous improvement