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