Job Description

We are seeking an experienced Karomi ManageArtworks Support Specialist to provide Level-2 application support for artwork and packaging management processes. The role involves incident management, configuration support, workflow troubleshooting, user onboarding, and coordination with business stakeholders and product teams.

The ideal candidate should have experience supporting artwork lifecycle management platforms within pharmaceutical, life sciences, medical device, or FMCG environments.

Key Responsibilities

Application Support

• Provide Level-2 functional support for Karomi ManageArtworks platform.
• Analyze, troubleshoot, and resolve application issues within SLA timelines.
• Perform root cause analysis (RCA) for recurring incidents.
• Handle escalations from L1 support and business users.
• Coordinate with vendor and technical teams for complex issue resolution.

System Administration & Configuration

• Configure and maintain workflows, user roles, permissions, and business rules.
• Support template updates, workflow enhancements, and master data maintenance.
• Manage user onboarding, access provisioning, and de-provisioning activities.
• Perform validation and testing for configuration changes.

Business Process Support

• Support artwork creation, review, approval, proofreading, and packaging lifecycle processes.
• Work closely with Packaging, Regulatory Affairs, Quality, Labeling, and Supply Chain teams.
• Ensure compliance with organizational SOPs and governed processes.
• Assist in change management and release activities.

Reporting & Continuous Improvement

• Create and maintain support documentation, SOPs, and knowledge articles.
• Track support metrics and service performance.
• Identify process improvement opportunities and recommend enhancements.
• Support audits, inspections, and validation-related activities when required.

Required Skills

• 3-5 years of application support experience.
• Minimum 3 years supporting Karomi ManageArtworks or similar Artwork Management Systems.
• Experience with incident, problem, and change management processes.
• Strong troubleshooting and analytical skills.
• Experience with ServiceNow, Jira, Azure DevOps, or equivalent ticketing platforms.
• Knowledge of workflow-driven enterprise applications.

Preferred Skills

• Exposure to Pharmaceutical, Medical Device, Life Sciences, or FMCG packaging operations.
• Understanding of artwork management, labeling control, packaging compliance, and document lifecycle processes.
• Knowledge of GxP, Quality Management Systems (QMS), and Regulatory Affairs processes.
• Experience supporting SaaS-based enterprise applications.

Key Competencies

• Stakeholder management
• Incident management
• Root cause analysis
• Process optimization
• Communication and collaboration
• Customer-oriented mindset

Educational Qualification

• B.Pharm / M.Pharm
• B.Sc / M.Sc (Life Sciences)
• B.Tech / BE
• MCA or equivalent degree

Nice-to-Have

• Experience in Pharmaceutical Packaging Artwork lifecycle.
• Exposure to serialization, labeling, regulatory packaging compliance, or change control processes.
• Prior experience working with global pharmaceutical or consumer healthcare organizations.

Application Support

• Provide Level-2 functional support for Karomi ManageArtworks platform.
• Analyze, troubleshoot, and resolve application issues within SLA timelines.
• Perform root cause analysis (RCA) for recurring incidents.
• Handle escalations from L1 support and business users.
• Coordinate with vendor and technical teams for complex issue resolution.

System Administration & Configuration

• Configure and maintain workflows, user roles, permissions, and business rules.
• Support template updates, workflow enhancements, and master data maintenance.
• Manage user onboarding, access provisioning, and de-provisioning activities.
• Perform validation and testing for configuration changes.

Business Process Support

• Support artwork creation, review, approval, proofreading, and packaging lifecycle processes.
• Work closely with Packaging, Regulatory Affairs, Quality, Labeling, and Supply Chain teams.
• Ensure compliance with organizational SOPs and governed processes.
• Assist in change management and release activities.

Reporting & Continuous Improvement

• Create and maintain support documentation, SOPs, and knowledge articles.
• Track support metrics and service performance.
• Identify process improvement opportunities and recommend enhancements.
• Support audits, inspections, and validation-related activities when required.

Required Skills

• 3-5 years of application support experience.
• Minimum 3 years supporting Karomi ManageArtworks or similar Artwork Management Systems.
• Experience with incident, problem, and change management processes.
• Strong troubleshooting and analytical skills.
• Experience with ServiceNow, Jira, Azure DevOps, or equivalent ticketing platforms.
• Knowledge of workflow-driven enterprise applications.

Preferred Skills

• Exposure to Pharmaceutical, Medical Device, Life Sciences, or FMCG packaging operations.
• Understanding of artwork management, labeling control, packaging compliance, and document lifecycle processes.
• Knowledge of GxP, Quality Management Systems (QMS), and Regulatory Affairs processes.
• Experience supporting SaaS-based enterprise applications.

Key Competencies

• Stakeholder management
• Incident management
• Root cause analysis
• Process optimization
• Communication and collaboration
• Customer-oriented mindset

Nice-to-Have

• Experience in Pharmaceutical Packaging Artwork lifecycle.
• Exposure to serialization, labeling, regulatory packaging compliance, or change control processes.
• Prior experience working with global pharmaceutical or consumer healthcare organizations.

Educational Qualification

• B.Pharm / M.Pharm
• B.Sc / M.Sc (Life Sciences)
• B.Tech / BE
• MCA or equivalent degree

At Zensar, we’re “experience-led everything” We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus

Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.