Aequor Technologies
Application Support Lead
Aequor Technologies, Cambridge, Massachusetts, us, 02140
Job Title: Application Support Lead
ROLE PURPOSEImplements, troubleshoots, supports and maintains pplications for Client ResearchMAJOR ACCOUNTABILITIES
Handle application service requests for various in-house developed and COTS applications (e.g. In-Vivo LIMS: Pristima LIMS, Debra LIMS, Watson LIMS, Animal Management )Tracks, troubleshoots and resolve application incidents and problems.Support problem resolutions by close collaboration with various levels of IT and VendorsPerform mid to complex configuration of laboratory information systemsInstrument interface installation and configuration with LIMSEnsure that all requests addressed by application users are handled according to agreed SLAsEnsure compliance of a GxP application's operation and maintenance during it's operational lifeDevelop and/or maintain relevant application documentation and supporting tools throughout the application lifecycleSupport test, Computer System Validation and rollout activities within planned application changes and maintain relevant documentationLiaise with customer groups and dedicated IT functionsEnsure close collaboration with appropriate business stakeholdersMay participate in the evaluation of new software packages and/or application changes:
Implements and tests prototypespplies appropriate testing procedures and scripts
Smooth transition of projects into operations and relationships to key stakeholders.KEY PERFORMANCE INDICATORS / MEASURES OF SUCCESS
chieve agreed targets in quality and timeMeet relevant Service Level AgreementsSupport services meet Client rules for CSV and information securitySustain customer satisfactiondhere to defined management and delivery processes for Changes, System operation and other relevant policiesJOB DIMENSION
Has responsibility for support an application or group of applicationsCan lead application service management activitiesWork independently and with a teamWell organized and able to manage multiple requests in parallelGood verbal and written communication skillsCoach less experienced support staffkey driver for customer satisfactionEDUCATION / EXPERIENCE
University working and thinking level, degree in computer science or comparable education/experience> = 6-8 years of experience in an application support organizationSound knowledge/understanding of supported business domainSound knowledge of and experience with customer facing activities.Sound knowledge in System Life Cycle ManagementExperience with best practices in IT Service Management (ITIL), CRM or customer service excellenceTECHNICAL EXPERIENCE
Programming languages: C#, Java, JavaScript, and/or PythonWeb development frameworks and platforms: ASP.NET, Node.js, JBoss S/WildFlyOperating Systems: Windows7/10, Windows Server 2008 - 2012, IIS, Tomcat, LINUXWeb Server: IIS, TomcatDatabase: Oracle 11 and higher, mySQL, SQL queries using relational database concepts and principles, db optimizationReporting: Crystal, Business ObjectsLIMS: In Vivo LIMS: Pristima LIMS, Debra LIMS, Watson LIMSnimal Management: Topaz Elements and MOSAICModelling: GastroPlus, ADMET Predictor and WinNonlin
ROLE PURPOSEImplements, troubleshoots, supports and maintains pplications for Client ResearchMAJOR ACCOUNTABILITIES
Handle application service requests for various in-house developed and COTS applications (e.g. In-Vivo LIMS: Pristima LIMS, Debra LIMS, Watson LIMS, Animal Management )Tracks, troubleshoots and resolve application incidents and problems.Support problem resolutions by close collaboration with various levels of IT and VendorsPerform mid to complex configuration of laboratory information systemsInstrument interface installation and configuration with LIMSEnsure that all requests addressed by application users are handled according to agreed SLAsEnsure compliance of a GxP application's operation and maintenance during it's operational lifeDevelop and/or maintain relevant application documentation and supporting tools throughout the application lifecycleSupport test, Computer System Validation and rollout activities within planned application changes and maintain relevant documentationLiaise with customer groups and dedicated IT functionsEnsure close collaboration with appropriate business stakeholdersMay participate in the evaluation of new software packages and/or application changes:
Implements and tests prototypespplies appropriate testing procedures and scripts
Smooth transition of projects into operations and relationships to key stakeholders.KEY PERFORMANCE INDICATORS / MEASURES OF SUCCESS
chieve agreed targets in quality and timeMeet relevant Service Level AgreementsSupport services meet Client rules for CSV and information securitySustain customer satisfactiondhere to defined management and delivery processes for Changes, System operation and other relevant policiesJOB DIMENSION
Has responsibility for support an application or group of applicationsCan lead application service management activitiesWork independently and with a teamWell organized and able to manage multiple requests in parallelGood verbal and written communication skillsCoach less experienced support staffkey driver for customer satisfactionEDUCATION / EXPERIENCE
University working and thinking level, degree in computer science or comparable education/experience> = 6-8 years of experience in an application support organizationSound knowledge/understanding of supported business domainSound knowledge of and experience with customer facing activities.Sound knowledge in System Life Cycle ManagementExperience with best practices in IT Service Management (ITIL), CRM or customer service excellenceTECHNICAL EXPERIENCE
Programming languages: C#, Java, JavaScript, and/or PythonWeb development frameworks and platforms: ASP.NET, Node.js, JBoss S/WildFlyOperating Systems: Windows7/10, Windows Server 2008 - 2012, IIS, Tomcat, LINUXWeb Server: IIS, TomcatDatabase: Oracle 11 and higher, mySQL, SQL queries using relational database concepts and principles, db optimizationReporting: Crystal, Business ObjectsLIMS: In Vivo LIMS: Pristima LIMS, Debra LIMS, Watson LIMSnimal Management: Topaz Elements and MOSAICModelling: GastroPlus, ADMET Predictor and WinNonlin