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Mercury System Support Analyst (Contract)

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Position Description and Responsibilities

• Provide Level 1 helpdesk system support to users for the BMS electronic routing software application (ERSA)
• Provide customer support and guidance to users for documents submitted into the BMS electronic routing software application (ERSA) for internal clients as well as internal and external agencies to ensure routing appropriately as defined by the SOPs
• Troubleshoot user system issues, may include having to manipulate routings and task assignments
• Data enter information in the system to create legacy routings in support of the business
• Maintains mail lists providing access to users to the ERSA system
• Performs some administrative tasks including maintaining Job Teams, updating the user access lists, assigning and/or scheduling training for new users
• Manage new agency account access to ERSA
• Provide one on one training, if needed, to new users on the system

Skills and Knowledge

• Customer service
• Problem solving by investigating, analyzing and recommending solutions
• Aligns with members of department as well as across functional departments
• Coordinates multiple tasks, processes or programs
• Able to handle high pressure situations
• Communicates clearly and with confidence
• Demonstrates strong computer skills, MS Office and basic PC skills
• Good communication skills


• Worked in a pharmaceutical, global healthcare and/or personal care industry environment
• 2 – 3 years data entry, or technical customer service experience
• 1 – 3 years working with an electronic routing system experience

Position Requirements

• Bachelors degree
• Minimum 3 – 5 years coordinator or equivalent experience
• 3 year minimum experience working in a business environment
• Proficient in MS Office, basic PC skills

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