Application Support Lead

Job Title: Application Support Lead

ROLE PURPOSE

Implements, troubleshoots, supports and maintains applications for Client Research

MAJOR ACCOUNTABILITIES

Handle application service requests for various in-house developed and COTS applications (e.g. In-Vivo LIMS: Pristima LIMS, Debra LIMS, Watson LIMS, Animal Management )

Tracks, troubleshoots and resolve application incidents and problems.

Support problem resolutions by close collaboration with various levels of IT and Vendors

Perform mid to complex configuration of laboratory information systems

Instrument interface installation and configuration with LIMS

Ensure that all requests addressed by application users are handled according to agreed SLAs

Ensure compliance of a GxP application's operation and maintenance during it's operational life

Develop and/or maintain relevant application documentation and supporting tools throughout the application lifecycle

Support test, Computer System Validation and rollout activities within planned application changes and maintain relevant documentation

Liaise with customer groups and dedicated IT functions

Ensure close collaboration with appropriate business stakeholders

May participate in the evaluation of new software packages and/or application changes:

Implements and tests prototypes

Applies appropriate testing procedures and scripts

Smooth transition of projects into operations and relationships to key stakeholders.

KEY PERFORMANCE INDICATORS / MEASURES OF SUCCESS

Achieve agreed targets in quality and time

Meet relevant Service Level Agreements

Support services meet Client rules for CSV and information security

Sustain customer satisfaction

Adhere to defined management and delivery processes for Changes, System operation and other relevant policies

JOB DIMENSION

Has responsibility for support an application or group of applications

Can lead application service management activities

Work independently and with a team

Well organized and able to manage multiple requests in parallel

Good verbal and written communication skills

Coach less experienced support staff

A key driver for customer satisfaction

EDUCATION / EXPERIENCE

University working and thinking level, degree in computer science or comparable education/experience

> = 6-8 years of experience in an application support organization

Sound knowledge/understanding of supported business domain

Sound knowledge of and experience with customer facing activities.

Sound knowledge in System Life Cycle Management

Experience with best practices in IT Service Management (ITIL), CRM or customer service excellence

TECHNICAL EXPERIENCE

Programming languages: C#, Java, JavaScript, and/or Python

Web development frameworks and platforms: ASP.NET, Node.js, JBoss AS/WildFly

Operating Systems: Windows7/10, Windows Server 2008 – 2012, IIS, Tomcat, LINUX

Web Server: IIS, Tomcat

Database: Oracle 11 and higher, mySQL, SQL queries using relational database concepts and principles, db optimization

Reporting: Crystal, Business Objects

LIMS: In Vivo LIMS: Pristima LIMS, Debra LIMS, Watson LIMS

Animal Management: Topaz Elements and MOSAIC

Modelling: GastroPlus, ADMET Predictor and WinNonlin