Senior Tier 3 MES Support Analyst - Remote
BCforward is seeking a 3 Tier Senior Support Analyst to work remote Location: Remote, USA Working hours Saturday/Sunday - day shift Mon-Wed - 4p-Midnight or Midnight -8a EST
Job Description
We are seeking a Tier 3 Sr. Analyst to join our team supporting a pharmaceutical Manufacturing Execution System (MES) ecosystem. The ideal candidate will have strong experience in manufacturing or supply chain systems, MES or shop-floor support, and ITSM-driven operations and a proven ability to resolve complex incidents, perform root cause analysis, and execute changes in a regulated GMP environment. Responsibilities:
- Triage, investigate, and resolve complex Tier 3 incidents escalated through the ITSM platform.
- Perform deep technical and functional troubleshooting across the MES ecosystem, including application, interface, data, and infrastructure layers.
- Identify fault domains and coordinate escalations to infrastructure, virtualization, network, enterprise applications, and vendors as required.
- Provide timely incident documentation, resolution steps, and customer-facing updates.
- Create and manage Problem Records, perform RCA per pharmaceutical procedures, and recommend preventive actions.
- Support Change Management by executing approved implementation steps and performing technical verification of changes.
- Assist with lifecycle and release activities such as new site onboarding, line expansions, upgrades, and controlled rollouts.
- Document execution results and verification outcomes in the ITSM system.
- Develop and maintain knowledge articles, troubleshooting guides, and operational documentation aligned with GMP and internal standards.
- Collaborate with Problem Managers, Service Coordinators, peer analysts, stakeholders, and vendors to ensure consistent service delivery and reporting.
MES Ecosystem Support Scope:
- Core MES application services and runtime components.
- Interfaces with ERP, warehouse, laboratory, automation/robotics, and data historian systems.
- Data exchange and messaging services for shop-floor and enterprise communication.
- Monitoring, logging, and diagnostic tools.
- Shop-floor user interfaces and locally installed MES client components.
- Backend data platforms supporting MES operations.
Required Skills & Qualifications:
- Manufacturing or supply chain systems support experience, preferably with MES or shop-floor systems.
- Hands-on support of complex enterprise applications in a 24x7 environment.
- Strong troubleshooting across application, interface, data, and infrastructure layers.
- Experience with ITSM tools and workflows for incident, problem, and change.
- Ability to work within structured operational processes and defined escalation paths.
Preferred Skills:
- Experience with MES in pharmaceutical or regulated manufacturing environments.
- GMP-regulated environment experience.
- ITIL Foundation certification or equivalent experience.
- Familiarity with regulated change management and verification practices.
- Experience coordinating with third-party vendors and internal platform teams.
- Analytical problem-solving and root cause identification.
- Clear technical documentation and communication.
- Process discipline and adherence to SOPs.
- Collaboration across cross-functional teams.
- Calm, effective operation during high-severity incidents.
- Hybrid work model with increasing remote capability.
- 24x7 pharmaceutical manufacturing support environment.
- Shift-based coverage may be required.
- Collaboration across regions and time zones.
- Regulated environment with strong quality and compliance expectations.
Why BCforward? At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:
- Competitive compensation and benefits
- Opportunities for growth with global clients
- A supportive, inclusive culture that values innovation and people
- Exposure to cutting-edge technologies and projects
About Our Commitment BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status. Interested? Apply Now! If this sounds like the right opportunity for you, please apply with your most recent resume. Apply tot his job Apply To this Job