System Support Analyst II - Mitchell Martin
San Mateo, CA
About the Job
Our client, a biotechnology company, is seeking a System Support Analyst II
Location: San Mateo, CA
Position Type: Contract
Job Summary:
As a technical resource provides support and operation of application User account administration Monitors help desk ticket escalations and provides tier 2 application support. Work with users to understand and resolve system problems Takes ownership of issues and collaborates with Help Desk and vendor support to drive issues to full resolution Assist in developing and documenting processes to improve efficiency in supporting application systems and author knowledgebase articles Ensures a high level of customer service.
Job Responsibilities:
Location: San Mateo, CA
Position Type: Contract
Job Summary:
As a technical resource provides support and operation of application User account administration Monitors help desk ticket escalations and provides tier 2 application support. Work with users to understand and resolve system problems Takes ownership of issues and collaborates with Help Desk and vendor support to drive issues to full resolution Assist in developing and documenting processes to improve efficiency in supporting application systems and author knowledgebase articles Ensures a high level of customer service.
Job Responsibilities:
- Act as a technical resource in the configuration, deployment, and support of new systems. Provide technical support during the application installation, upgrades, and migrations.
- Execute protocols, perform testing sequences, and change controls.
- Partner with Service Desk and IT Operations to develop a post-implementation support structure.
- Address issues related to application access, connectivity, and performance.
- Test any fixes and perform post-resolution follow-ups to ensure issues have been adequately addressed.
- Manage and provide system administration support for enterprise applications.
- Build reports, dashboards, queries, and data extracts as requested by key business users.
- Possessing knowledge of the Software Development Lifecycle (SDLC)Accountable to provide day-to-day support to computer system applications, to meet requirements and Client's business needs.
- Help define and establish a strong support and operation process.
- Update technical manuals and knowledge bases to facilitate effective support and ensure consistency in system operation.
- Documents operational problems; communicates with vendors, users, and other IT staff.
- Liaise with vendors, functional partners, and the business to coordinate implementation activities
- Participate in testing and verification of new and revised system functionality and enhancements.
- Support testing and training activities as needed for system implementations and or enhancement.
- Execute project tasks to ensure tasks and/or workstreams within the larger project are completed in a timely manner
- 56-year experience in providing day-to-day support of computer system
- Experience in providing technical support to system users, addressing their queries, issues, and concerns
- Experience working in the Pharmaceutical industry working is a plus
- Experience in Aggregate spend, Sunshine reporting, Compliance, and legal applications is a plus
- 5-6 years of experience in information technology design, implementation, and/or analytics platform (data warehouse, ETL/transformations, data hub) support in the biotech/ pharmaceutical industry.
- Hands-on experience with databases and writing SQL Data compliance experience with pharmaceutical business knowledge is a big plus Excellent written/verbal communication skills and presentation and project management skills.
- Demonstrated ability to work well within a matrixed environment, and an ability to build solid relationships / make connections across the organization.
- Exceptional analytical and problem-solving skills and solid business acumen with the ability to manage and provision large amounts of data to enable business analysis with a high level of performance and trust.
- Ability to articulate complex technical problems and solutions to a wide business audience and communicate solution value.
- Must be able to identify operational weaknesses and implement corrective action/plan.
- Experienced in managing projects toward process improvements.
- BA or BS in a science discipline or related field.
- 6+ years of experience in computer system management, providing
- 6+ technical support and operations
Source : Mitchell Martin