Technician - IT Shared Services & First Level Support

At Bristol Myers Squibb, our employees often ask, “Who are you working for?”—a question that fuels collaboration, accountability, and urgency in our work. Our purpose-driven culture inspires us to discover, develop, and deliver innovative medicines to prevail over serious diseases. We offer uniquely interesting and meaningful work, opportunities for growth, and a supportive environment that values inclusion, wellbeing, flexibility, and comprehensive benefits. This is work that transforms the lives of patients, and the careers of those who do it.

Position Summary

The Technician, IT Shared Services & First Level Support is responsible for providing technical support and ensuring the integrity, availability, and compliance of IT systems used in regulated processes. This role involves administrating, maintaining and troubleshooting hardware and software systems, supporting validated systems, and ensuring adherence to regulatory requirements (applicable GxP guidelines).

Duties/Responsibilities

• Deliver 1st, 2nd, and 3rd level IT support and system administration in French and English for Production, Packaging, Laboratory, and Maintenance environments.

• Provide 1st and 2nd level IT support in French and English by phone for the Manufacturing Execution System (MES) and its supporting hardware, including desktops, label printers, and barcode readers.

• Communicate and escalate issues to 3rd-level support, management, or external vendors in English.

• Author quality documentation such as Work Practices (WPRs) and Standard Operating Procedures (SOPs) in both French and English.

• Manage deviations, corrective and preventive actions (CAPAs), and change control processes in compliance with quality standards.

• Handle IT incident and problem management in accordance with ITIL best practices.

• Develop and maintain knowledge base documentation for all activities to support cross-training and onboarding of colleagues and new employees.

• Collaborate with IT teams to ensure adherence to design, technology, and compliance standards.

• Participate in duty services to support production across two shifts, including availability for 24/7 support. Flexibility to work in shifts based on manufacturing and laboratory needs.

• Assist in the implementation of new GxP-compliant technologies and system upgrades.

• Maintain validated systems in compliance with GxP requirements and internal SOPs.

• Monitor system performance and apply corrective actions as necessary to ensure operational continuity.

Qualifications

• Diploma in Business and/or Information Systems or equivalent experience.

• Over 3 years in IT Support & Helpdesk activities.

• is a plus.

• Knowledge of IT Support and administration of Manufacturing, Laboratory and Quality systems or equivalent in clean environment is a plus.

• Pharmaceutical or related industry is a plus.

• Fully operational in French and good knowledge of English (spoken and written)

• Analytical mind, autonomous in identifying deep root cause of problems.

• Good sense of priority and urgency implied by manufacturing environment.

• Excellent communication and listening skills – ability to work independently.

• Ability to learn and adapt to new situations, systems, and processes.

• ITIL Foundations certification a plus.

• Knowledge of the regulatory pharmaceutical environment (GxP) is a plus.

• Knowledge of manufacturing environment and supporting technologies

We hire for skills and capabilities, not just credentials – if this role excites you, but doesn’t perfectly match your resume, we encourage you to apply anyway.

How We Work

Where you work matters – because collaboration, innovation and patient impact happen in many settings. Our roles are structured across four work models: site-essential, site-by-design, field-based and remote-by-design. The model assigned to this role is based on its core responsibilities. Learn more at https://careers.bms.com/ways-of-working.

Supporting People with Disabilities

BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to [email protected]. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

Candidate Rights

BMS will consider qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

For roles based in Los Angeles County only:  If you live in or expect to work from Los Angeles County if hired for this position, please visit this page for important additional information: https://careers.bms.com/california-residents/

For roles based in Washington State only: If you live in or expect to work from Washington State if hired for this position, please visit this page for important information about the Washington Fair Chance Act.

Data Protection

We will never request payments, financial information, or social security numbers during our application or recruitment process. Learn more about protecting yourself at https://careers.bms.com/fraud-protection.

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.

If this posting is missing required information required by local law or incorrect, contact BMS at [email protected] with the Job Title and Requisition number. Do not send application-related inquiries to this email. To check your application status, please login to your Candidate Home Account.

R1608203 : Technician, IT Shared Services & First Level Support