Application Support Specialist (m/f/d)
Location
Malvern, PA | United States
Job description
Your Tasks - as important as our Software:
- User Support:
- Provide first and second-level support to end-users, addressing application-related queries and issues promptly.
- Collaborate with users to understand and diagnose problems, offering effective solutions and guidance.
- Issue Resolution:
- Investigate, analyze, and troubleshoot application issues to determine root causes.
- Work closely with development teams to prioritize and implement solutions.
- Documentation:
- Maintain detailed records of support requests, resolutions, and user interactions.
- Create and update documentation, including FAQs and knowledge base articles, to empower users to troubleshoot common issues independently.
- Communication:
- Communicate effectively with both technical and non-technical stakeholders, providing updates on issue resolution progress.
- Contribute to status reports and participate in regular team meetings.
- Collaboration:
- Collaborate with consulting, development and quality assurance teams to identify and address recurring issues.
- Participate in the release management process to ensure smooth deployments.
- Continuous Improvement:
- Propose and implement improvements to enhance application support processes.
- Stay informed about industry best practices and emerging technologies.
- Project Support:
- Support project teams installing and updating customer environments.
Your Profile - as good as our Solutions:
- Customer-focused mindset.
- Academic degree, Training related to Computer Science, Engineering or a comparable qualification.
- Min. 5 years of work experience in application support, IT administration or similar.
- Ability to work independently and collaboratively in a team environment.
- Strong time management and organizational skills.
- Adaptability to a fast-paced and dynamic work environment.
- Technical proficiency in troubleshooting and resolving application issues.
- Like to bring in new ideas and enjoy learning something new every day.
Preferred but not required:
- Experience with supporting web applications based on IIS or Java
- Experience with SQL databases and SQL scripting
- Experience with eCTD and/or in the pharmaceutical industry
Job tags
Salary