Application Support Specialist

Application Support Analyst primary role is to provide excellent customer service while resolving technical incidents or requests raised by end users of Parexel supported systems or Parexel applications.

Key Accountabilities:Providing excellent Customer Service via the telephone and IT service management systemsLogging and progressing Incidents and/or requests in the IT Service Management toolsProvide user support, coaching/mentoring for end-users in the working of the Parexel client facing systemsMaintain rapport with customers by displaying a detailed understanding of their support requirementsMaintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolutionProactively manage updates to all parties with Incident/Requests statuses through to resolutionDevelop and maintain communication skills appropriate for the environmentUnderstand and proactively operate escalations proceduresConsistently meet Key Performance Indicators (KPI) as set by managementFollow Incident Resolution / Operations internal processes regarding logging incidents and following the defined incident management processProvide shift cover within current Incident Resolution operationsQualificationsKey SkillsDemonstrated ability for independent learning on computer systems, server-based applications, and business processesStrong communication skills, both written and verbalStrong organizational, customer service and time management skillsExcellent issue analysis and problem-solving skills while working independentlyAbility to deal with stressful/contentious situations while being flexible and adaptable for business demandsStrong attention to detail in logging support calls, updating call details and managing call closureAble to follow a strong approach to task and issue management, including documentationAbility to build strong and collaborative relationships with clients and colleagues Able to maintain a strong and proactive approach to information and knowledge acquisitionAbility to clearly and effectively convey information via a variety of different methods targeted to varying audiences to yield maximum effect and benefitDegree in Computer Science or equivalent experience essentialCustomer and Client Service: Deliver a positive, memorable and meaningful service exceeding the expectations of both internal and external customers. Ensure that all incidents and requests are fully documented: ensure sufficient detail received by end user to aid resolution and be ready and able to contribute towards building and maintaining knowledge management systems.Technical SkillsBasic understanding of SQL and XML technologies such as (XML Schema, XSL conversion)Basic Understanding of JAVABasic Understanding of integration platforms and data exchange methodology Data Analysis: Be able to understand how to use simple data analysis, data modeling and quality assurance techniques, based upon a detailed understanding of Parexel and client business processes. Based upon application knowledge a Technical Support Analyst will be confident in suggesting work arounds to resolve incidents.Database: Awareness of database concepts; querying multi-level applications; object and data modeling techniques and design desirable.; Ability to evaluate potential solutions by demonstrating a broad knowledge of how data flows through a given platform.Desired Skills:Ability to work in IT service management (ITSM) environment desirablePharmaceutical/Medical Device Regulatory Information Management experience desirableUnderstanding of Database operations desirableTechnical Helpdesk experience desirableITIL Incident and Problem management desirable

EEO DisclaimerParexel is an equal opportunity employer.  Qualified applicants will receive consideration for employment without regard to legally protected status, which in the US includes race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.