Support Analyst, IT

Job Purpose:

Provide 2nd level application support to system users, including the analysis of simple to moderate system problems, recommend and implement solutions. Participate in the administration, implementation, software updates, bug fixes, change requests, and application support activities for assigned systems. Ensure that system documentation is complete and in accordance with IT and Corporate policy and guidelines. Identify and implement system/process improvements and perform metrics analysis to identify problem ticket or performance trends. Provide input to projects or specific functional or technical information related to specific subject areas (e.g., Clinical Data Management, Clinical Operations Systems, Statistical Systems, etc.).

Key Accountabilities:

Accountability

Supporting Activities

Ticket Management

Ensure all incidents (services, faults, problems) are completed accurately, documented in said support solution, and completed in a timely manner.

Ensure proper follow up is directly provided in said tickets.

Issue Management Conduct troubleshooting where needed to establish issue resolution (potentially running past more senior staff)

System Management Monitor system performance using designated monitoring tools.

Process and Problem Management Ensure the resolution and documentation of identified challenges/resolutions.

Skills:

­ System Administration and application support skills

­ Familiarity with standard ITIL process

­ Experience with industry standard Service Desk Tools

­ Excellent interpersonal, verbal and written communication skills

­ Client focused approach to work

­ A flexible attitude with respect to work assignments and new learning

­ Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail

­ Willingness to work in a matrix environment and to value the importance of teamwork,

­ Some experience in application development using Java (common frameworks), the development of Web Services, and PL/SQL a plus.

­ Familiarity with problem analysis and resolution preferred

­ Familiar with Agile methodology preferredQualificationsDegree in IT or similar technical field

3 years experience in application support