Thermo Fisher Scientific TrackWise Support - System Analyst III in High Point, North Carolina

Job Description

As a basic function the Systems Analyst must provide support for the TrackWise applications including, but not limited to, analysis, administration, technical support, troubleshooting, configuration, test verification, documentation, and training.

The critical responsibilities of this role are as follows:

Provide support, administration and maintenance for five instances of TrackWise in the PSD network. Work directly with the subject matter experts and TrackWise BSA to understand business processes, application history/ performance (when applicable) and attempt to investigate and resolve concerns related to the application. Partner with the business, and the TrackWise BSA, in determining form, fit and function with recommendations of new enhancements or changes to current application. Respond quickly to concerns related to system as delay can pose a significant risk to the worldwide operations and product distribution. Always follow IT change management process when designing, changing or implementing a new function or change. This includes maintaining system documentation in accordance with Patheon procedures and policies. Collaborate with the TrackWise BSA in a routine manner to ensure tasks are clearly understood, documented, prioritized and executed in a timely & efficient manner.


  • Manages the service desk tickets and responds promptly and clearly to end uses

  • Escalates service desk tickets when request exceeds expertise or additional documentation is required

  • Maintains a global perspective and communicates appropriately to ensure end users, quality, and validation associates understand impact proactively

  • Work interactively with end user groups and business owners to support key business functions

  • Perform routine maintenance across all TrackWise instances as business needs require

  • Support the site admins. and corporate business owners to ensure application remains controlled and fit for purpose

  • Ensure data integrity and follow all applicable policies, and procedures

  • Works with functional teams to prepare technical specifications and diagrams

  • Communicate clearly both verbally and in writing

  • Work with moderate supervision and perform work that is varied and at times complex

  • Escalate concerns to BSA and IT Management as necessary for discussion and offer recommendations for resolutions

  • Actively promotes best practices, global blueprints and ensures SDLC practices are followed

  • Assists with application design, configuration specifications and with routine maintenance for system and data

  • Other duties or actions as identified by the IT management

  • Creates, owns and manages IT related deviations as required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Additionally, an individual must uphold the standards of conduct of the company, which include confidentiality, cooperation and respect for people and property. The requirements listed below are representative of the knowledge, skill and/or ability required:


  • Bachelor’s degree. Informational technologies, computer science, life sciences, or engineering. In lieu of a bachelor’s degree 5+ years of technical application administration and support with a Quality Management Systems platform would be considered.

  • Experience with TrackWise as a technical SME, administrator, or business SME is required

  • Advanced, formal training with Sparta is preferred

  • Experience with SQL and Oracle databases is considered a plus

  • Experience with Crystal Reports is also considered a plus

  • Strong communication skills (verbal & written) including presentation expertise and the ability to write documents that are concise and understood by multiple levels of the organization

  • Ability to lead discussion regarding the administration of the application and the ability to actively participate in discussions regarding the technical development of any new business process reengineering or enhancement

  • Experienced with writing technical specifications for Reports, Interfaces, Customizations, Enhancements, and / or Forms.

  • Experience with validated system environments, including 21CFRPart11, GxP, Global Change Management

  • Position will be based in NA however travel to other sites will be required but no more than 20% of the time. Ability to travel internationally is required.

If you are an individual with a disability who requires reasonable accommodation to complete any part of our application process, click here at for further assistance.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.