Application Support yst

Additional Information:

• Communication: Communication skills are vital as the role involves interacting with both business and IT teams. Ensure clear effective and professional communication at all times.
• Pharma Experience: Previous experience in the Pharma industry is required to align with the specific needs of the role.
• Submission Requirements: LinkedIn bio and references are required with submission.

About the Role:

Seeking a highly skilled and experienced Application Support Analyst to join their team in Rockville MD. This hybrid position requires a balance between onsite presence and remote flexibility with the ideal candidate serving as the primary point of contact for application support teams across multiple time zones. The role demands exceptional communication skills a strong background in managing IT applications and significant experience in the Pharma industry.

As the Application Support Analyst you will manage application support across various business areas including Ethics & Compliance Legal Technical Operations Finance and Manufacturing. Your primary responsibilities will involve prioritizing support tasks handling customer incidents and leading efforts to enhance the overall customer experience.

Key Responsibilities:

• Support Management: Assist in managing the overall prioritization between production incidents service requests and release management. Ensure effective handling of all support tasks and responsibilities.
• Point of Escalation: Serve as a point of escalation for customer incidents ensuring that appropriate resources are engaged for timely resolution and proper followup.
• Communication & Meetings: Conduct regular meetings with business units and the support team to review monthly production releases and support status updates. Maintain clear and effective communication with all stakeholders.
• Customer Experience: Understand customer pain points monitor trends and patterns and advocate for improvements in customer experience and support processes. Implement strategies to enhance support quality.
• Metrics & KPIs: Evaluate metrics and KPIs to identify trends analyze data and make informed recommendations for process improvement.
• Collaboration: Collaborate with internal and external IT teams to resolve escalated issues and ensure seamless service delivery. Build strong working relationships and break down silos.
• Incident Monitoring: Proactively monitor incidents and service requests promptly identifying and addressing issues that impact service delivery or quality. Ensure continuous improvement in service operations.

Requirements:

• Experience: 5 years of corporate IT application support management experience including working with both onsite and offsite support teams across different business applications.
• Production Support: 5 years of experience in providing production support for IT applications demonstrating a strong technical background and understanding of business needs and strategy.
• Troubleshooting: Several years of experience troubleshooting various types of applications and resolving technical issues effectively.
• Infrastructure Coordination: Experience in supporting and coordinating infrastructure technology installations upgrades and maintenance.
• Change Management: Proficient in performing and managing system changes by following IT change management processes. Familiarity with the SDLC process is required.
• Team Collaboration: Strong capacity to build and work with teams collaborate across functions and break down organizational silos.
• Skills: Excellent organizational problemsolving and analytical skills. Strong analytical communication and interpersonal skills are essential.
• Regulated Environment: Experience working in a regulated environment particularly in healthcare is beneficial but not required.
• License Management: Experience in license management and software contract renewals is a plus.

Additional Information:

• Communication: Communication skills are vital as the role involves interacting with both business and IT teams. Ensure clear effective and professional communication at all times.
• Pharma Experience: Previous experience in the Pharma industry is required to align with the specific needs of the role.
• Submission Requirements: LinkedIn bio and references are required with submission.