Application Support Specialist

Arcondis AG seeks a Mid-level Application Support Specialist to provide Level 2 support for critical healthcare applications, including Windchill, within a global consulting environment.

This position sits within the Managed Services team at Arcondis AG, a global consulting firm dedicated exclusively to the healthcare and life science sectors. The primary purpose of the role is to ensure the stability, performance, and availability of critical business applications, serving as a key technical resource for internal stakeholders and external vendors.

Responsibilities

• Deliver Level 2 application support, with a specific emphasis on Windchill and the broader PTC software suite.
• Diagnose and resolve issues to maintain application performance, stability, and uptime.
• Manage ITIL-compliant workflows for Incidents, Service Requests, Changes, and Problem Tickets.
• Partner with internal teams and third-party vendors to deepen understanding of the client’s technical landscape.
• Execute tasks related to Change and Configuration Management, System Administration, and Validation procedures, particularly for GxP-regulated systems.
• Maintain accurate application documentation, monitor license usage, and manage access controls.
• Identify opportunities for continuous improvement and implement enhancements within the support scope.
• Participate in rotational shift work and 24/7 on-call duties across CET and EST time zones as needed.

Requirements

• A university degree in Information Technology or a closely related discipline.
• Fluent proficiency in English, both written and spoken.
• Proven experience using ServiceNow or comparable ITSM platforms.
• Strong analytical capabilities to identify gaps, propose solutions, and drive automation or process improvements.
• Solid general IT knowledge, including cloud and on-premises solutions, networking, and database technologies like MSSQL or SQL.
• Ability to troubleshoot applications while understanding their interaction with infrastructure, databases, and integration layers.
• Excellent documentation and presentation skills.
• A systematic, business-focused mindset with openness to new technologies.
• Strong communication skills and the ability to interact effectively with stakeholders at various seniority levels, remotely.

Nice to have

• Technical familiarity with Windows, Linux, SQL Server, Oracle DB, Azure, PHP, or C#.
• Experience working in Agile environments.
• Knowledge of SDLC frameworks and Computer System Validation (CSV).
• Background in software validation and documentation within regulated settings, such as Installation Tests or Design Specifications.
• Understanding of coding standards and languages like Java, LotusScript, Notes, JavaScript, HTML, CSS, and VBA to distinguish between core functionality and customizations.
• Familiarity with system integration and API/middleware tools, including SAP PI or MuleSoft.
• Experience providing user and peer training for system users across global locations.
• Knowledge of ISO 13485, GMP, or FDA CFR21 standards.

About the company

Arcondis AG is a global consulting firm with an exclusive focus on the healthcare and life science industries. Owned by a charitable Foundation, the company is committed to social causes and giving back to the community. Its motto, 'We make healthcare better,' reflects a dedication to improving lives through its work, fostering a culture of collaboration, innovation, and inclusivity where leadership leads by example.

• The company is owned by a charitable Foundation and contributes to social causes annually.
• The mission is centered on improving lives through healthcare and life science consulting.
• The culture emphasizes collaboration, innovation, and a strong sense of community.
• Leadership is expected to demonstrate dedication to the company’s mission and values.
• The organization embraces diversity, inclusivity, and community engagement.