Specialist, Technical Support

Merck offers a benefits-forward Specialist, Technical Support role in Rahway, NJ with hybrid work options, providing dedicated IT and OT support for manufacturing and research facilities. This role focuses on problem identification, troubleshooting, incident management, and continuous improvement within a cGMP environment. The position supports both Rahway and West Point operations, with a salary range of USD 87,300 to 137,400 per year and opportunities to collaborate with site and global teams to deliver scalable, reliable IT and OT solutions.

Benefits

• Medical, dental, vision healthcare and other insurance benefits (for employee and family)
• Retirement benefits, including 401(k)
• Paid holidays
• Vacation
• Compassionate and sick days
• Annual bonus
• Long-term incentive, if applicable

Responsibilities

• Provide problem discovery and analytical support for the Rahway (NJ) and West Point (PA) manufacturing facilities, serving as the first point of contact and liaising with Network and GIO teams to triage incidents and requests
• Implement incident management processes using ITIL best practice
• Monitor and govern the backup and recovery of IT systems
• Monitor performance of IT systems
• Develop data analytics solutions for Rahway, independently and with site and global teams
• Collaborate with key stakeholders at the site to align on strategy and service level expectations
• Manage release management approaches for critical software or system deployments
• Ensure service level agreements are in place and vendor management processes are defined and governed
• Influence system deployment and design to ensure robust, scalable, flexible, sustainable and highly available solutions supporting critical path activities
• Operate and maintain OT systems, tools, and applications
• Support IT/OT services including asset inventory and configuration management
• Conduct risk assessments, obtain permits, and manage technician allocation
• Perform investigations, change requests, and ensure compliance with engineering documentation standards, applying best practices

Requirements

• 5 years of engineering experience in Automation in Chemical or Pharmaceutical industry
• Proven experience resolving software and automation problems and maintaining reliable operation of building control, automation, and related systems while complying with global standards
• Skills in C&Q within automation (CSV)
• Extended knowledge of GxP, HSE and Quality systems
• Excellent communications skills
• High School Diploma or minimum 3 years equivalent practical experience in automation control systems within regulated environment
• Thorough knowledge of computer validation/SDLC principles and automation change control procedures (GAMP 5)
• Strong technical competency with knowledge of pharmaceutical industry processes and practices
• Demonstrated understanding of network, cloud, and virtual server technologies
• Knowledge of integrated software applications, including SCADA, MES and LIMS, in support of business processes in a pharmaceutical manufacturing environment
• Demonstrated project management skills
• Enterprise mindset, self-starter, self-guided, hands-on approach
• Track record of working independently across time zones with excellent cross-cultural communication
• Availability Management
• Change Controls
• Engineering Document Management
• Global Team Collaboration
• Incident Management
• Information Technology IT Infrastructure
• Information Technology IT Support
• Issue Management and Remediation IMR Process
• IT Operation
• IT Project Lifecycle
• Management System Development
• Performance Monitoring
• Plant Equipment
• Problem Management
• Quality Assurance QA
• Release Management
• Service Delivery
• SLA Management
• Software Configurations
• Software Development Life Cycle SDLC
• System Deployment
• Testing
• Vendor Management
• Technologies: SCADA, MES, LIMS