About the job
Job Description
The Empower Support Engineer will deliver top-tier support for Empower 3.8 within a globally regulated GMP environment, utilizing expertise in current Good Laboratory Practices (GLPs). Candidates should possess familiarity with Service Now or comparable ticketing systems. Responsibilities include site administration, protocol and report writing, as well as the creation and management of Empower projects, users, Instrument Methods, Method Sets, report methods, and processing templates. Additionally, the engineer will troubleshoot instrument connectivity issues, custom field calculations, and enhance processing methods.
Key Responsibilities
- Administer and provide technical support for Empower in a GMP setting.
- Conduct Empower system administration tasks such as project creation, archiving, audit trail reviews, and account maintenance, adhering to all relevant Gilead SOPs and work instructions.
- Resolve assigned tickets linked to Empower system incidents promptly as per the ticketing system's guidelines.
- Assist users with troubleshooting and errors related to Method Validation Manager in Empower.
- Troubleshoot instrument connectivity issues and optimize processing methods, including rebooting LACEs and managing custom field calculations.
- Provide technical insight for developing and enhancing Empower procedures to meet user needs.
- Support the maintenance of validation packages related to Empower, including URS, FRS, SDS, TM, and report specifications.
- Collaborate with system administrators and end users to streamline Empower business processes based on identified performance issues.
- Engage in development testing for Empower upgrades and enhancements, and aid in user acceptance testing.

