IT Quality Expert

IT Quality Expert
         
PURPOSE

Based in Manila, the role provides responsive first-level support for ValGenesis users worldwide, ensuring that user requests and system-use issues are understood, analyzed, resolved where possible, and communicated clearly. The role acts as a customer-focused point of contact between global ValGenesis users, GBS Gdansk, local process contacts, and second-level support. The ITQ Expert helps users work effectively with ValGenesis while following applicable support, quality, and documentation processes.

YOUR TASK AND RESPONSIBILITIES

- Act as the first point of contact for ValGenesis user requests, process questions, and reported system issues
- Analyze and clarify requests, identify their root cause, and provide practical guidance or first-level resolution where possible
- Support users in understanding ValGenesis processes, system navigation, available guidance, and local ways of working
- Document and manage incidents in ServiceNow, ensuring that troubleshooting details and supporting information are complete and accurate
- Escalate unresolved or technically complex issues to the Global SME, IT Service Provider, or second-level support and coordinate the follow-up
- Collaborate with Local Process Managers, Global SMEs, quality stakeholders, and IT teams to ensure consistent process and system support
- Maintain and improve local guidance, work instructions, FAQs, training materials, and standard support responses
- Maintain local master data and perform routine administrative tasks to support accurate and efficient system operations
- Identify recurring issues, process gaps, and user needs, and contribute to improvements in system use, support quality, and user experience

Scope

- Provide first-level support for ValGenesis user requests and system-use issues
- Support ValGenesis users across global sites and organizations
- Collaborate closely with GBS Gdansk, local process contacts, Global SMEs, and the IT Service Provider
- Analyze requests, resolve known issues, and escalate unresolved incidents through the defined support process
- Contribute to consistent, customer-oriented support and continuous improvement of support knowledge

WHO YOU ARE

Soft Skills:

- Excellent communication skills and confidence in working with users at different levels of technical knowledge
- Strong customer orientation, empathy, and a solution-focused mindset
- Ability to ask structured questions, listen actively, and translate user descriptions into clear support information
- Professional, patient, and constructive approach in challenging support situations
- Ability to collaborate effectively across cultures, functions, and global teams
- Strong ownership, reliability, and follow-through from request intake to resolution or escalation
- Good organizational skills and ability to prioritize multiple requests
- Attention to detail and commitment to accurate, complete documentation
- Curiosity and willingness to learn ValGenesis and regulated IT processes

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Hard Skills:

- Fluent English, both written and spoken
- Experience in customer support, service desk, application support, business support, or another user-facing role
- Ability to triage requests, perform structured problem analysis, and document troubleshooting steps and outcomes
- Comfort with digital collaboration and office tools such as Microsoft Teams, SharePoint, Word, Excel, and PowerPoint
- Experience with ticketing tools such as ServiceNow is beneficial
- Experience in an international or global working environment is beneficial
- Knowledge of GxP, computerized system validation, quality processes, or regulated environments is beneficial but not required
- Prior ValGenesis knowledge is not required; role-specific training will be provided
- University degree or equivalent professional experience in IT, quality, business services, life sciences, or a related field
 
Local regulations and legal requirements vary per country of hire and will be discussed with considered candidates individually based on their potential of hire.

Bayer is an Equal Opportunity Employer/Disabled/Veterans
   
Bayer is committed to providing access and reasonable accommodations in its application process for individuals with disabilities and encourages applicants with disabilities to request any needed accommodation(s) using the contact information below.
      If you meet the requirements of this unique opportunity, and want to impact our mission Science for a better life, we encourage you to apply now. Job postings will remain open for a minimum of ten business days and are subject to immediate closure thereafter without additional notice.                     Division: Enabling Functions     Reference Code 894644   Functional Area: Quality     Location: Philippines : National Capital : Taguig   Employment Type: Regular  Position Grade: E11