Location
Bangalore | India
Job description
Job TitleApplication Support AnalystJob Description
Job Title : Application Support Analyst
In this role, you have the opportunity to make life better
Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. So, whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.
The Application Support Analyst II specializes in the support of Philips AM&D applications, both in a first and second tier capacity. The Application Support Analyst II has good working knowledge of architectural design and operation of systems to ensure consistent, reliable operations for internal and external stakeholders. Additional responsibilities include supporting timely customer delivery, analysis and diagnosis of application errors, and supporting the externally facing Customer Support department as a second tier escalation point. The Application Support Analyst II regularly interacts with Project Management, Development, Operations and Customer Support groups, as well as vendors to support third party or commercial off the shelf (COTS) applications.
You are responsible for:
Obtaining in-depth knowledge of various AM&D proprietary and third party operational systems and applications
Providing remote and in person support to users of the AM&D proprietary and third party operational systems and applications
Recording all incidents in a CRM tool to include ensuring timely responses to and closure of reported incidents, documenting all incidents in a comprehensive manner
Directly assist clients on escalated, moderately complex technical issues as needed
Escalating issues to appropriate personnel for problems that cannot be resolved in a timely manner
Manage Incidents and Escalations within SLAs (Service Level Agreements)
Performing education and training to users on how to properly and effectively use Philips proprietary and third party operational systems and applications
Creating and maintaining support documentation for Philips proprietary and third-party operational systems and applications and ensuring that documentation is updated and maintained in organizational knowledge base
On Call rotation split with team to cover 24x7 emergencies
Consists of members of AM&D and directly reports to the Supervisor of application support .
You are a part of
The Application Support Analyst II specializes in the support of AM&D applications, both in a first and second tier capacity. The Application Support Analyst II has good working knowledge of architectural design and operation of systems to ensure consistent, reliable operations for internal and external stakeholders. Additional responsibilities include supporting timely customer delivery, analysis and diagnosis of application errors, and supporting the externally facing Customer Support department as a second tier escalation point. The Application Support Analyst II regularly interacts with Project Management, Development, Operations and Customer Support groups, as well as vendors to support third party or commercial off the shelf (COTS) applications.
To succeed in this role, you’ll need a customer-first attitude and the following:
Education:
Bachelor's Degree in Computer Science or Information Systems
5+ years’ experience supporting database driven applications
Experienced with data extraction, transformation, and loading (ETL) using Microsoft SQL
Experience working in a regulated environment, preferably in the FDA or healthcare related fields
Experience with .NET and Java programming a plus
IT service management experience a plus
Ability to always interact effectively with all levels of the organization in a professional and responsive manner
How we work at Philips
Our newly-adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart – which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home – for our hybrid roles.
Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.
Our hybrid working model is defined in 3 ways:
We believe in the importance of impactful collaboration: There's a certain energy when everyone’s in the same room that can heighten idea generation and creative friction needed for problem-solving.
We embrace flexibility: Choosing where, when and how to work can vary according to task and team schedules. Flexibility isn’t office or online, it means choosing the space that works best for you, your teams and our customers on a case-by-case basis.
We want to be at our best: The way we work and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.
Why should you join Philips?
Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people every year. Ultimately creating a career that no one could have planned for. Even you.
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