Thermo Fisher Scientific Application Support Analyst in Manati, Puerto Rico
Application Support Analyst
When you join us at Thermo Fisher Scientific, you’ll be part of a smart, driven team that shares your passion for exploration and discovery. With revenues of $20 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.
This position will provide support and maintenance on to the existing user community for Rockwell PharmaSuite B2B Collaborations, Maximo, local applications manufacturing applications and others as assigned. You’ll also investigate and assist in the resolution of application issues, data discrepancies, and identify opportunities for system enhancements and improved user experience. This position will also liaise with the appropriate vendors and broader IT team as needed and conduct user training and manage application deployments.
Respond to and resolve incidents/faults logged against applications/systems supported by the Application Support team to agreed SLA’s and KPI’s.
Monitor service requests for supported business applications/systems, ensuring full compliance to agreed SLA’s, security policies and procedures.
Ensure completeness of root cause for major/critical incidents, and where possible resolve or provide workarounds, suggestions and improvements to mitigate future incidents.
Ensure any quality management processes to the team’s activities are followed, e.g. ensuring all support methods, procedures and tools are robust, fully tested, of high quality and fit for purpose.
Recommend and assist with developing improvements around support processes, tools, standards and the overall performance and level of support provided by the Applications Support team.
Provide assistance to the Applications Development team with testing and deployment of application/software changes/releases through the formal change management processes.
Participate in the process of integrating and releasing new application/software functionality into ‘business-as-usual’ environment, ensuring all service acceptance and operational deliverables have been successfully developed and agreed prior to handover.
Develop and maintain standard support procedures and other documentation as required to ensure the support, availability and continuity of IT services to agreed SLA’s and KPI’s.
Proactively monitor applications/systems to capture potential issues (e.g. alerts, performance) before they occur, in accordance with monitoring/maintenance procedures.
Participate in service operational reviews, ensuring SLA, KPI and other data/information is provided to assist with such reviews. Identify improvements to the services provided.
Participate in a planned program of professional development in order to maintain growth in professional skills and knowledge.
Apply Good Manufacturing Principles in all areas of responsibility.
Conduct all activities in a safe and efficient manner.
Demonstrate and promote the company vision.
Perform miscellaneous job-related duties as assigned
Minimum of a 4 year associates degree from an accredited institution or equivalent work experience preferred.
7 years’ experience that is directly related to application Support duties and responsibilities. Experience should be concentrated in client relationship management. Good interpersonal skills are a must.
Proficient with development tools, ideally .NET, asp, SSIS and SQL.
Strong understanding of relational databases, ERP applications, web technologies, Microsoft operating systems and servers.
Knowledge of web programming languages and development methodologies
Familiar with business analysis techniques which help in modeling and understanding business operations
Non-Negotiable Hiring Criteria:
Excellent mathematical, logic and reasoning skills are required for this position
Ability to communicate technical information to non-technical personnel
Ability to communicate effectively, both orally and in writing
Ability to provide guidance and instruction on the use of computer technologies and internal applications
Should be versatile, capable of responding to an immediate change in project direction
Proficient in trouble shooting issues while maintaining composure is essential
Ability to provide afterhours on-call support as needed
Certificates and/or Licenses
- ITIL Foundations recommended
Internal and External Contacts
All internal computer users at this and other Fisher Clinical Services sites.
IT personnel in other ThermoFisher offices.
External clients that are utilizing any software created by Fisher Clinical Services
Ability and/or Skills
- May be required to lift 10 – 50 pounds.
Monday through Friday 8:00AM to 5:00PM.
Participate in the On-Call Rotation for After Hours Support
May be required to work an occasional Weekend.
*This position has not been approved for relocation assistance.
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Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.