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TRCI-26-04943
TrackWise Digital QMS Support Lead (L2/L3)
Contract Support Lead for L2/L3 production support of TrackWise / TrackWise Digital QMS in regulated life sciences/medical device environments. The role focuses on restoring business-critical complaint handling and post-market quality services within SLA by triaging incidents, troubleshooting workflows/records/access/configuration/data and interface failures, and driving root-cause analysis and CAPA. Requires strong SQL and TrackWise database/reporting knowledge, familiarity with TrackWise Digital on Salesforce (roles/profiles/permission sets, SOQL, Data Loader), integration support via MuleSoft, and validated-system practices (GxP, 21 CFR Part 11, audit readiness, controlled change/release).
Position summary
- Location
- Germany
- Workplace
- Hybrid
- Employment
- Contract
- Experience
- Minimum 8 years and Maximum 12 years
Role overview
Why This Role Matters.
Contract Support Lead for L2/L3 production support of TrackWise / TrackWise Digital QMS in regulated life sciences/medical device environments. The role focuses on restoring business-critical complaint handling and post-market quality services within SLA by triaging incidents, troubleshooting workflows/records/access/configuration/data and interface failures, and driving root-cause analysis and CAPA. Requires strong SQL and TrackWise database/reporting knowledge, familiarity with TrackWise Digital on Salesforce (roles/profiles/permission sets, SOQL, Data Loader), integration support via MuleSoft, and validated-system practices (GxP, 21 CFR Part 11, audit readiness, controlled change/release).
Your Impact
Deliver Enterprise Value
Help organisations solve complex business problems through modern technology, consulting expertise and measurable outcomes.
Collaboration
Work Across Teams
Collaborate with consultants, architects, engineers and client stakeholders throughout the project lifecycle.
Growth
Learn Continuously
Gain exposure to enterprise technologies, certifications, mentoring and real-world project experience.
Career Path
Grow With Ubique
Build a long-term consulting career with opportunities to take on greater responsibility and leadership over time.
Responsibilities
What You'll Be Doing.
Every role at Ubique contributes directly to solving meaningful business challenges for our clients.
02
Hands-on expertise in TrackWise Digital support for Global Complaint Handling, Post-Market Support, Complaints Management and Adverse Event Reporting processes.
03
Good understanding of TrackWise configuration, Coordinator Configuration, workflow configuration, Team Access, Web Admin, PR Import / Selection Import, master data import and user access administration.
04
Proven ability to troubleshoot record issues, stuck workflows, access issues, configuration defects, data issues, interface failures and recurring production defects within SLA.
05
Strong technical knowledge of SQL, TrackWise database structure, Crystal Reports, data validation, root-cause analysis, change/problem management and stakeholder communication.
06
Project Management, Team Management, Customer Interactions
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Working knowledge of TrackWise Digital on Salesforce platform, including roles/profiles, permission sets, page layouts, reports, dashboards, SOQL queries, Data Loader and Import Wizard.
08
Experience supporting interfaces between TrackWise Digital and global source systems through middleware platforms such as MuleSoft.
09
Knowledge of GxP, 21 CFR Part 11, validated-system support practices, audit readiness and controlled change/release management.
10
Basic awareness of Windows Server, application monitoring, service health checks and infrastructure coordination for support issue resolution.
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Experience with ITSM tools such as ServiceNow for incident, problem, change, SLA tracking, ticket review and continuous improvement.
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Serve as the Support Lead L2/L3 support contact for TrackWise Digital, restoring business-critical complaint handling and post-market quality services quickly and meeting agreed SLAs.
Technology stack
Tools & Technologies.
The platforms and technologies you'll use to build modern, enterprise-grade solutions.
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TrackWise
Required
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TrackWise Digital
Required
03
QMS
Required
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Salesforce
Required
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SOQL
Required
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Salesforce roles
Required
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Salesforce profiles
Required
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Permission sets
Required
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Page layouts
Required
10
Reports
Required
11
Dashboards
Required
12
Data Loader
Required
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Import Wizard
Required
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MuleSoft
Required
15
SQL
Required
16
Crystal Reports
Required
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ServiceNow
Required
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ITSM
Required
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GxP
Required
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21 CFR Part 11
Required
Requirements
Skills & Experience.
We value curiosity, collaboration and continuous learning. If you don't meet every requirement but believe you can make an impact, we'd still love to hear from you.
Essential
Required Qualifications
L2/L3 application support for TrackWise / TrackWise Digital QMS
Regulated environment support (life sciences/medical device)
Complaint Handling / Complaints Management / Post-Market Support processes
Adverse Event Reporting process support
TrackWise configuration and administration (workflow configuration, Coordinator Configuration, Team Access, Web Admin, user access administration)
Troubleshooting stuck workflows/records, access issues, configuration defects, data issues, interface failures within SLA
SQL querying and understanding of TrackWise database structure
Crystal Reports (support/troubleshooting/report extracts)
Root-cause analysis and problem/change management
TrackWise Digital on Salesforce: roles/profiles, permission sets, page layouts, reports/dashboards, SOQL, Data Loader/Import Wizard
Interface support with middleware (MuleSoft)
GxP / 21 CFR Part 11 / validated-system support practices, audit readiness, controlled change/release management
ITSM tool usage (ServiceNow) for incident/problem/change and SLA tracking
Stakeholder communication and incident escalation/triage leadership
Preferred
Nice to Have
Windows Server basic awareness
Application monitoring and service health checks
Infrastructure coordination for issue resolution
Knowledge article creation and troubleshooting guide maintenance
Ticket trend analysis and continuous improvement
Team management / mentoring junior analysts
Project management
What you'll gain
More Than Just A Job.
We're committed to helping every team member grow professionally, personally and technically while working on meaningful projects.
Global Exposure
Collaborate with international clients and multicultural teams on enterprise programmes.
Continuous Learning
Expand your expertise through mentoring, certifications and hands-on project experience.
Career Growth
Take ownership, develop leadership skills and grow your consulting career over time.
Flexible Working
Hybrid and remote collaboration designed around trust and delivering exceptional outcomes.
People First
Join a supportive culture where collaboration, respect and long-term relationships come first.
Enterprise Projects
Work on meaningful technology initiatives for leading organisations across industries.
Apply
Apply for TrackWise Digital QMS Support Lead (L2/L3)
One page, about two minutes. We only ask for what we actually need to have a first conversation.