The Application Support Analyst II specializes in the support of BioTelemetry applications, both in a first and second tier capacity.
The Application Support Analyst II has good working knowledge of architectural design and operation of systems to ensure consistent, reliable operations for internal and external stakeholders. Additional responsibilities include supporting timely customer delivery, analysis and diagnosis of application errors, and supporting the externally facing Customer Support department as a second tier escalation point.
The Application Support Analyst II regularly interacts with Project Management, Development, Operations and Customer Support groups, as well as vendors to support third party or commercial off the shelf (COTS) applications.
Obtaining in-depth knowledge of various BioTel proprietary and third party operational systems and applications
Providing remote and in person support to users of the BioTel proprietary and third party operational systems and applications
Recording all incidents in a CRM tool to include ensuring timely responses to and closure of reported incidents, documenting all incidents in a comprehensive manner
Directly assist clients on escalated, moderately complex technical issues as needed
Escalating issues to appropriate personnel for problems that cannot be resolved in a timely manner
Manage Incidents and Escalations within SLAs (Service Level Agreements)
Performing education and training to users on how to properly and effectively use BioTelemetry proprietary and third party operational systems and applications
Creating and maintaining support documentation for BioTel proprietary and third party operational systems and applications and ensuring that documentation is updated and maintained in organizational knowledge base
Conducts routine tasks as needed.
Performs other duties, tasks, and assignments as needed.
On Call rotation split with team to cover 24x7 emergencies
o Bachelor's Degree in Computer Science or Information Systems, or equivalent work experience
Relevant Work Experience:
o 3+ years experience supporting database driven applications
o Experienced with data extraction, transformation and loading (ETL) using Microsoft SQL
o Experience working in a regulated environment, preferably in the FDA or healthcare related fields
o Experience with .NET and Java programming a plus
o IT service management experience a plus
Knowledge/Abilities Technical Skills:
o Desire and ability to quickly learn about the business, technical and functional intricacies of BioTel proprietary and third party operational systems and applications and provide efficient, competent support of those systems and applications to users
o Demonstrated overall IT literacy
o Solid understanding of Windows infrastructure, network computing technologies and database administration using MS SQL Server
o Demonstrated ability to effectively manage concurrent projects, issues and other responsibilities
o Demonstrated ability to perform job functions in compliance with organization procedures and policies
o Analytical thinker with excellent problem solving, investigation, diagnostic and teamwork skills
o Self-starter with the ability and desire to dig into complex problems
Communication Skills (Verbal/Written): Demonstrated strong verbal and written communication skills, customer service skills, and self-management skills. To effectively understand and translate user requirement into actions and deliverables.
Management/Leadership Skills: This position does not manage others; Supervision provided is direct with little latitude/decision-making authority.
Customer Service: Ability to interact effectively with all levels of the organization in a professional and responsive manner at all times
BioTelemetry is an equal opportunity employer who strictly prohibits discrimination against any employee or applicant for employment because of the individual s race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, veteran s status, or any other characteristic protected by law. Affirmative action will be taken to ensure that all employment decisions, including but not limited to those involving recruitment, hiring, promotion, training, compensation, benefits, transfer, discipline, and discharge, are free from unlawful discrimination.