Senior Analyst, Applications Support
Job Title - Senior Application Support AnalystSalary: CompetitivePosted on: 6 Dec 2017Closing date: 03 Jan 2017 This role involves supporting users; addressing issues of all complexities, and in mentoring more inexperienced Software Support Staff. It also involves process improvement and assembling information and statistics on activities of the Software Engineering Support team.Key AccountabilitiesDeliver a positive, memorable and meaningful service to both internal and external customers. Be responsible for the timely and effective delivery of personally assigned objectives to agreed standards and within agreed timescales. Develop and maintain good relationship with all stakeholders and ensure they are kept informed of work in progress and involved in relevant decision making. Provide service related to supporting the second line support function for software issues raised through the IT Service Desk and assigned to you, triaging them and bringing them to a successful and timely conclusion.Diagnose application defects from exhibited symptoms; devise potential a work-around for customers and enter an in-depth technical analysis of root cause into the defect tracking system Be responsible for the delivery of maintenance releases of software to address support issues in a timely manner and to agreed quality criteria. Participate fully in the development of processes to improve the service levels on support activities as requested – improving resolution times or quality as needed (e.g. maintain and share info on resolved issues, identify improvements to ‘support’ documentation, etc.). Assist less experienced team members, helping them to develop the knowledge and skills necessary to perform their roles effectively. Participate in the departmental support rota providing 24hr emergency services to support and maintain the RTSM System. Maintain a positive, results orientated work environment, building partnerships and modeling teamwork, communicating to the team in an open, balanced and objective mannerAdhere to ALL standard operating procedures of Perceptive Informatics. Adhere to FDA regulations (21 CFR Part 11, GCP).SkillsExcellent diagnostic, analytical and problem-solving skills demonstrated by a track record of being a software engineer or software support. analystGood interpersonal skills – building relationships and communicating with Users and Systems dept staff. Client focused approach to work. Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail.Significant hands-on experience of ASP.net technology, Borland Delphi Version 7 essential. Commercial experience of delivering large projects written in C#. In-depth knowledge of SQL in Oracle and MS SQL server environment. ITIL certification is a must. Experience in supporting clinical trial domain applications (especially around Randomization and trial supply management) Examines existing C# software and determines requirements for new/modified systems in the light of business needsQualificationsEducationA degree in a Software Engineering (or similar/equivalent) discipline desirable Language SkillsExcellent spoken and written English Minimum Work ExperienceSignificant experience of working in a commercial software development environment Experience of providing engineering supporting for technology products in a commercial large scale environment.