Sr Technical Application Specialist

The Technical Application Specialist III is a member of our global Customer Services Team.
The role provides high quality first- and second-line support to customers in the context of products supplied by Digital Science Business Unit.
The high quality demanded by this position will be met by the analyst's ability to respond to support incidents within target times and assist in activities designed to facilitate continuous improvements to help-desk services.
What will you do?Communicate with customers in a professional and courteous manner.Create and manage incidents through the incident lifecycle according to current guidelines and procedures.Adhere to escalation procedures and customer service level agreements.Provide technical solutions to incidents wherever possible.Participate in a weekend roster for supporting customers needing 24 X 7 support.Work to resolve incidents with other Digital Science departments including Development, TechOps, and Services to provide resolution to customer issues related to hosted and on-premise systems.Backup team leader in matters of dealing with customer complaints and issues.Offer direction and skill training to other Technical Analysts on the team.Proactively learn and participate in training on new technologies as well as supported products.Be self-motivated and make best use of available time.Provide expertise in the installation of customer product updates.Maintain processes, tools, and documentation in support of the customer environments.Participate in practical process improvement (PPI) projects and activities.Visit customers for on-site relationship building or troubleshooting as required.Perform other related duties as required and/or assigned to contribute to the efficient operation of the team and business.How will you get here?Education, RequiredUniversity degree in a Life Sciences, Computer Science, or related field or 4 years of equivalent experience.
Experience, RequiredMinimum two (2) years of proven technical support experience in the enterprise software arena.Informatics experience with LIMS and other related software packages.Working knowledge of Windows Server administration.Understanding of relational database concepts.Experience, PreferredLaboratory experience preferred.Experience with SampleManager LIMS as an Administrator or Super User.Highly Available 24x7x365 operations.AWS Services and Deployments, certification a plus.Networking design and administration.Programming: C#, VB.Net, VGL, Scripting, Infrastructure as Code.Databases: DB Administration, Optimization, Management; Knowledge of DB Models, Highly Available DB Architectures and Design; Oracle, Microsoft SQL Server, or PostgreSQL preferred.Knowledge of the bioanalytical industry including clinical and pre-clinical drug development laboratories as well as contract research organizations.Knowledge, Skills, AbilitiesExcellent verbal and written communication skills essential.Multilingual - Portuguese and English required, Spanish a plus.Ability to liaise with people at all levels, from technical experts to novice users.Enthusiastic, positive, action-oriented attitude.Customer focused and committed to customer allegiance.Systematic approach to problem solving and strong sense of ownership.Ability to effectively prioritize and execute tasks in high-pressure environment.Ability to travel up to 25% of the time including International.Open to working flexible hours.
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