The candidate will support the Operation, deployment and enhancement of a broad range of software applications, which includes commercial off-the-shelf and internally-developed software, site specific or globally deployed. They will interact closely with software application owners; software application administrator(s) and IT service delivery teams throughout the company. Systems of support shall have a broad range and cover Manufacturing systems, Quality systems and Operations systems. As a key member of MQO (Manufacturing, Quality and Operations) systems support group, this position encompasses.
o Taking ownership for helpdesk tickets that are submitted in support of assigned applications, followed through change management process
o Working knowledge capable of checking and managing Databases, such as Oracle.
o Working knowledge capable of checking and working through network issues
o Working knowledge capable of checking, building and managing data interfaces
o Working knowledge capable of checking, building and managing application configurations
o Working knowledge capable of checking and managing data conversions, system to system or version to version.
o Application and server architectural design teaming and leading
o Programming languages such as SQL, Java or Shell programming, used occasionally
o Application building with general tools such as XML, WSDL, HTTP and HTTPS, used occasionally.
o Application building with specialty tools such as Web Services, occasionally
o Some systems with over 5,000 users, and multiple interfaces, 50,000 plus transactions daily
o Application development documentation, including SOX and/or cGMP compliance focus
o Project activity as the application support owner, developing enhancements, delivering deployments and upgrades all from discovery into system development and through user live.
o Appropriate testing at the IT level and supporting user testing
o Performing technical application lead role while fulfilling the requirements of the company's IT's Project Management Office
o Application development activity including coordination completed internal or external
o Initiating change requests based on user feedback followed through change management process
o Taking pager support with team based on group rotations
o As needed, when needed, supporting knowledge transfer activities for team members, group is 365/7/24 for P1/P2 issues. (Not P4, 9 to 5)
7 years Minimum IT experience or equivalent with a background in programming, systems design or configuration and development in enterprise application support
Experience in Unit, integration, User, load testing and performance tuning
Solid foundation of knowledge in the following areas: Software application architecture, Software development lifecycle (SDLC) and change management controls including knowledge and use for system documentation such as use cases, business process models, and entity relationship diagrams, Integration technologies such WebMethods experience
Be a subject matter expert in application technology and apply it to MQO customers' business processes
Provide business and technical solutions to help customers optimize use of solution
Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our case tracking system
Maintain ownership of cases until resolution, drive other teams as needed and set customer expectations
Perform problem characterization, reproduction, diagnosis, and root cause analysis
Configure customer systems to meet requirements
Author Knowledge Base Articles / Technical Notes
File enhancement requests and work with product management to translate business needs to product requirements
Meet individual case management, SLA, goals
Experience with applications such as, Sparta systems, Trackwise application, Plateau Software, IndySoft's Gage Insite software and/or BlueCielo's Meridian, EDMS Software. Integration technologies such WebMethods experience, Oracle DB training and/or certification, Knowledge of SQL programming, query tuning, development of database alert scripts, monitoring and UNIX shell programming. Enterprise application software used within life science companies, Quality Operations environments, Integration broker technology such as webMethods, Project management skills, Experience using development and support tools, Experience developing and integrating application based KPIs measures and scorecards
Training will be provided as needed in ITIL, project management, and supply chain technologies.
JVT Advisors - 14 months ago
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