Senior Analyst

Job Purpose:

Provide 2nd level application support to system users, including the analysis of moderate system problems, recommend and implement solutions. Participate in the administration, integration, implementation, software updates, bug fixes, change requests, oversight management and application support activities for assigned systems. Ensure that associated system and validation documentation is complete and in accordance with IT and Corporate policy and guidelines. Identify and assist with the implementation of process improvements; 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 to all key stakeholders.

Issue Management Conduct troubleshooting and analysis leading to issue resolution, potentially leading teams through to a final resolution where applicable.

System Management Monitor system performance using various monitoring tools; identify and resolve issues to ensure system effectiveness.

Process and Problem Management Ensure the resolution, documentation, and repeat performance of resolution of critical issues with the assistance of other areas within IT and/or vendor involvement.

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

­ Familiar with Agile methodology preferred

Knowledge and Experience:

Tech Knowledge Principal Support Engineer

Design & Modelling Experience

• Logical/Physical System Architecture

• Logical/Physical Data Modeling

• Modeling Tools Knowledge (Applied Pref)

(5 years)

IT Technical Knowledge Area(s) Strong/Expert Knowledge (10+years chosen area)

IT Application/Business Process Strong Knowledge (7+years chosen area)

Application Integration(s) Strong Knowledge (7+years chosen area and/or related components)

General Work Experience 8+ Years

Coaching 1+ years preferred

2+ Years Work Independently, Determine Task Order, Coach to Others

Communication Skills Extremely strong, Fluent in English; ability to write technical documentation

Stakeholders Ability to influence

Familiarity with Focus Business Area 5+ Years

QualificationsEducation:

BA Engineering/Computer Science, Masters or equivalent preferred