Informatics Service Specialist II

Overview

We are currently recruiting an Informatics Service Specialist to support the continued growth of our business across Austria and Eastern Europe.

In this customer-facing role, you will act as an ambassador of Waters, delivering high-quality informatics services including deployment, validation (CSV), training and support. You will work closely with customers to understand their needs and ensure successful implementation and ongoing compliance of Waters Informatics solutions in regulated laboratory environments.

Responsibilities

Informatics Service Delivery

• Install, configure, and support Waters Informatics solutions (Empower, NuGenesis, Waters Connect)
• Deliver technical services across Windows Server, Oracle databases, Active Directory, networking, and infrastructure
• Support virtualisation and cloud environments (VMware, Citrix, AWS, Azure)
• Troubleshoot complex technical, system, and performance issues
• Maintain detailed technical documentation, including system configurations and Statements of Work
• Deliver customer training and post-deployment support

Validation Consulting (CSV)

• Provide validation consulting services across the system lifecycle (SDLC)
• Perform gap analysis, risk assessment, and validation planning
• Author and review validation deliverables (Validation Plans, Test Plans, Validation Summary Reports)
• Support execution of IQ, OQ, PQ, UAT, and system testing
• Ensure compliance with GxP, 21 CFR Part 11, Annex 11, and Annex 15
• Support data integrity and change control processes
• Guide customers in maintaining validated systems

Customer Engagement & Commercial Support

• Act as a trusted advisor and ambassador of Waters
• Understand customer requirements and translate them into solutions
• Maintain strong relationships with customers and collaborate with sales teams
• Support pre-sales activities, including scope definition and proposal input
• Identify opportunities for additional services and revenue growth

Operational Excellence

• Manage customer activities efficiently in line with business metrics
• Maintain accurate records and documentation pre- and post-deployment
• Contribute to continuous improvement of validation and service delivery practices
• Participate in internal knowledge sharing and training activities

Qualifications

Education

• Bachelor’s or Master’s degree in Computer Science, Engineering, Life Sciences, or related field
• Equivalent professional experience will also be considered

Experience

• Experience in informatics system deployment within regulated environments
• Experience or exposure to Computer Systems Validation (CSV)
• Understanding of laboratory workflows and systems (CDS, SDMS, LIMS, ELN)
• Familiarity with Waters Informatics solutions is an advantage

Technical Skills

• Knowledge of client/server architectures and networking (TCP/IP, DNS, VPN)
• Experience with Windows Server environments and Oracle databases
• Exposure to cloud and virtualized environments (AWS, Azure, VMware, Citrix) is desirable

Regulatory Knowledge

• Understanding of GxP, 21 CFR Part 11, Annex 11, Annex 15, and relevant industry standards

Competencies

• Strong customer focus and consulting mindset
• Excellent communication and interpersonal skills
• Ability to manage multiple priorities and work under pressure
• Strong organizational and time management skills
• Self-motivated and able to work independently within a distributed team

Languages

• Fluent in English
• Additional languages are an advantage

Additional Information

• Ability to travel internationally across the assigned territory is required
• A valid passport and driving licence are necessary
• Willingness to work both remotely and onsite at customer locations