China Application Support, G&A Solutions

is based in Dalian and supports end users across regions. Key responsibilities include Level 2 application support, system administration, vendor and SLA management, release coordination, and continuous improvement. The application portfolio includes SaaS platforms, WordPress websites, low-code solutions, AI agents, workflow automation, reporting solutions, and custom applications maintained by external vendors. The successful candidate is expected to enable effective application support, technical troubleshooting, vendor coordination, and delivery of minor configurations or enhancements. Excellent written and spoken English is required. Essential Functions of the Job

1. 01

   Application Support and Operations Provide Level 2 support for global and China applications, including IQVIA Engage, WordPress, AI agents, OutSystems, Power Automate, Power BI, and other SaaS and business applications. Manage incidents, service requests, user access, roles and permissions, application configuration, routine changes, releases, and production issues through ServiceNow. Support WordPress website operations, including version upgrades, plugin updates, security remediation, performance monitoring, backups, domains, and certificates. Investigate application, workflow, data, API, integration, authentication, SSO, and configuration issues, and coordinate resolution with the appropriate teams. Coordinate testing, deployment, rollback, and post-release stabilization for application changes. Maintain application documentation, operating procedures, support guides, known-issue records, and knowledge-base articles. Coordinate SaaS subscriptions, renewals, and application maintenance contracts as part of ongoing system operations.

2. 02

   Vendor and SLA Management Act as the primary operational contact for software vendors and application maintenance providers. Log and track incidents with vendors and ensure that response, resolution, and communication meet agreed service levels. Monitor SLA performance, service availability, open issues, and vendor actions, and escalate overdue or high-impact incidents. Coordinate vendor-led fixes, patches, upgrades, security remediation, and enhancements. Review root-cause analyses, proposed fixes and validate vendor-delivered changes before production release. Maintain vendor support contacts, service scope, renewal information, and other records required for ongoing application support.

3. 03

   Application Enhancement and Continuous Improvement Analyze recurring incidents, user feedback, manual activities, and operational pain points to identify opportunities for system and process improvement. Validate vendor-delivered fixes and enhancements and confirm that implementation address the original operational need. Support business analysts and developers in assessing business requests and completing solution evaluation, testing, deployment, documentation, and production handover. Work with the Implementation Developer on development projects, completing assigned configuration, testing, defect validation, and release-readiness activities. Update application documentation and knowledge articles as systems and processes change. Required Competencies Application Operations: Manages production applications with a focus on service reliability, user support, documentation, and operational readiness. Technical Troubleshooting: Uses application development and integration knowledge to investigate issues, collect relevant evidence, and coordinate effective resolution. Vendor and SLA Management: Manages vendor support activities, tracks service levels, escalates issues, and validates fixes before production release. Continuous Improvement: Identifies practical opportunities to improve systems, automate processes, reduce recurring issues, and improve the user experience. Communication: Communicates clearly with global users, business stakeholders, technical teams, and external vendors. Ownership and Collaboration: Takes ownership of operational issues and works effectively across teams, regions, and time zones.

Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related discipline. Experience supporting Salesforce-based applications. Experience supporting Microsoft Copilot Studio agents, including configuration, testing, system integration, access management, and production issue resolution. Experience supporting Power Automate workflows and OutSystems applications, including configuration, troubleshooting, testing, deployment, and minor enhancements. Hands-on experience supporting WordPress websites, including administration, plugin updates, security, performance monitoring, and vendor coordination. At least three years application development experience using C# and .NET. Experience supporting enterprise applications in a Level 2 or similar technical support role. Working knowledge of relational databases such as SQL Server, PostgreSQL, or MySQL, including SQL development and database troubleshooting. Experience troubleshooting REST APIs, JSON, system integrations, data interfaces, authentication, and SSO. Experience coordinating software vendors, tracking incidents, and managing resolution against agreed SLAs. Excellent written and spoken English, with the ability to work independently with global users, technical teams, and vendors. Flexibility to join meetings outside normal China business hours when required for global support. Preferred Qualifications Salesforce Certified Platform Administrator certification. Experience providing basic support for Power BI reports, ability to troubleshoot common Power BI access, refresh, permission, or gateway issues and make minor report or configuration changes. Microsoft Power BI Data Analyst Associate or ITIL 4 Foundation certification. Experience supporting AWS-hosted applications or cloud-based services. Experience working in the pharmaceutical, healthcare, life sciences, or another regulated industry. Experience supporting Legal, Compliance, Business Development, HR, Communications, or other General Administration applications. 百济神州全球胜任力 当我们通过以下十二项全球胜任力，展现出 "患者为先"、"无界协作"、"锐意创新 "和 "追求卓越 "的价值观时，我们就能帮助全世界更多患者获得更多负担得起的药品。 ●团队协作 ●提供并征求坦诚及可行的反馈 ●自我认知 ●兼容并蓄 ●积极主动 ●开拓精神 ●持续学习 ●拥抱变化 ●结果导向 ●分析性思维/数据分析 ●卓越财务 ●清晰沟通 BeOne Global Competencies When we exhibit our values of Patients First, Collaborative Spirit, Bold Ingenuity and Driving Excellence, through our twelve global competencies below, we help get more affordable medicines to more patients around the world. ●Fosters Teamwork ●Provides and Solicits Honest and Actionable Feedback ●Self-Awareness ●Acts Inclusively ●Demonstrates Initiative ●Entrepreneurial Mindset ●Continuous Learning ●Embraces Change ●Results-Oriented ●Analytical Thinking/Data Analysis ●Financial Excellence ●Communicates with Clarity 求职者隐私申明： 百济神州致力于尊重和保护您的个人信息权利，并承诺依据合法、正当、必要和诚信的原则处理您的个人信息（包括个人敏感信息 ）。 由于百济神州在全球范围内开展业务，我们可能需要基于人力资源管理等合理业务目的而将您的个人信息发送和/或存储在位于您所在国家以外其他国家（例如：美国）的服务器和数据库中，详情参见百济神州《求职者隐私政策》（百济神州官网 - 隐私政策 - 求职者隐私政策）。 如您主动向我们提供您的简历信息或其他个人信息，则视为您已经充分理解并确认接受百济神州《求职者隐私政策》内容。如您对此有任何疑问的，请勿提交简历信息或其他个人信息。 BeOne is committed to respect and protect your personal information rights, and will process your personal information, including your sensitive personal information, based on the principles of legality, legitimacy, necessity, and integrity. Due to the reasonable business need for human resource management as a result of BeOne’s global operation, your personal information may be transferred and/ or stored in a server/database located in a third country (e.g., the United States) other than your own country. For further details, please refer to BeOne Job Applicant Privacy Policy (BeOne official website - Privacy Policy - Job Applicant Privacy Policy). If you voluntarily provide your resume or other personal information to us, it is deemed as you have thoroughly acknowledged and accepted BeOne Job Applicant Privacy Policy. If you have any concern, please DO NOT submit your resume or any other personal information.