Company:
Aequor Technologies LLC
Location: Cambridge
Closing Date: 04/12/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
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
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
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