CMC Digital Support Lead

The Role

Reporting to the Associate Director, Application Management Services, the CMC Digital Support Lead provides operational leadership and senior technical oversight for CMC digital application support across Lab and Quality systems. The role strengthens the application service support model, serves as a group lead, and ensures reliable, compliant service delivery within a GxP-regulated environment through strong operational discipline and cross-functional collaboration.

Here's What You'll Do

• Operational Leadership
  • Partner with business and digital leaders to align support priorities with Manufacturing, Quality, and Lab operational needs.
  • Serve as an escalation point for critical incidents and high-impact requests.
  • Lead onboarding and capability development for support engineers, including ticket quality reviews and coaching.
  • Establish and maintain standardized support processes, documentation standards, and escalation pathways.
  • Ensure GxP compliance, data integrity, and audit readiness across support operations.
  • Monitor and ensure delivery of service KPIs and incident trends, driving corrective and continuous improvement actions.
• Hands-On Technical Leadership
  • Provide application support for CMC systems, including Labvantage LIMS, Veeva, and Lab/Quality platforms.
  • Hands-on issue support, performing structured troubleshooting across user workflows, configuration, and data issues.
  • Serve as an escalation point within AMS and coordinate with Digital System Owners or Tier 3 teams when required.
  • Lead support response for critical incidents, ensuring clear documentation and follow-up.
  • Identify recurring issues and implement practical improvements to reduce repeat tickets and strengthen overall support effectiveness.

Here's What You'll Bring to the Table (Basic Qualifications)

• Bachelor's degree in information technology, engineering, or science discipline.
• 4+ years supporting GxP computerized systems in pharmaceutical or biotech environments.
• Experience supporting Lab and Quality systems.
• Experience of general system configuration, master data management, IT troubleshooting activities relating to servers, databases, network, WIFI, and windows services
• Experience operating in GxP environments.
• Proven experience in roles requiring strong communication and customer service skills.

Here's What You'll Bring to the Table (Preferred Qualifications):

• Prior experience working in technical teams or support functions.
• Experience in two or more quality systems (Veeva, Lab Vantage, MODA, Chromeleon).
• Experience in supporting laboratory instrument software.
• Experience in building processes and training frameworks.
• Demonstrated expertise in incident triage and structured root cause analysis.
• Demonstrated success improving ticket quality, reducing repeat incidents, or enhancing SLA performance through standardization, automation, and continuous improvement.
• Experience coaching or mentoring junior engineers and contributing to team knowledge-sharing practices.

Pay & Benefits

At Moderna, we believe that when you feel your best, you can do your best work. That's why our US benefits and global well-being resources are designed to support you-at work, at home, and everywhere in between.

• Best-in-class healthcare coverage, plus voluntary benefit programs to support your unique needs
• A holistic approach to well-being, with access to fitness, mindfulness, and mental health support
• Family planning benefits, including fertility, adoption, and surrogacy support
• Generous paid time off, including vacation, volunteer days, sabbatical, global recharge days, and a discretionary year-end shutdown
• Savings and investment opportunities to help you plan for the future
• Location-specific perks and extras

The salary range for this role is $ - $. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An individual's position within the salary range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, performance, and business or organizational needs.

The successful candidate may be eligible for an annual discretionary bonus, other incentive compensation, or equity award, subject to company plan eligibility criteria and individual performance.

About Moderna

Since our founding in 2010, we have aspired to build the leading mRNA technology platform, the infrastructure to reimagine how medicines are created and delivered, and a world-class team. We believe in giving our people a platform to change medicine and an opportunity to change the world.

By living our mission, values, and mindsets every day, our people are the driving force behind our scientific progress and our culture. Together, we are creating a culture of belonging and building an organization that cares deeply for our patients, our employees, the environment, and our communities.

We are proud to have been recognized as a Science Magazine Top Biopharma Employer, a Fast…