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Technical Application Support Analyst

Company: Thermo Fisher Scientific
Location: Greenville
Posted on: February 15, 2019

Job Description:



Technical Application Support Analyst Local Greenville NC Applications

The Technical Application Support Analyst position requires an efficient and proactive professional with experience supporting commercial applications in larger organizations, with strong working knowledge of management of an application's lifecycle. The role involves responsive support when needed, and a close working relationship with colleagues, vendors, and business stakeholders around the world.

This position will provide support and maintenance on local and commercial applications used by the existing user community, and other responsibilities as assigned. You'll also investigate and assist in the resolution of application issues, data discrepancies, and identify opportunities for system enhancements and improvements to the user experience. This position will also liaise with the appropriate vendors and broader IT team as needed, conduct user training and assist in coordinating application deployments. Essential Duties and Responsibilities:

  • Tier 2 and Tier 3 application support including incident troubleshooting, issue resolution, and follow-up, and may include system patching and upgrades
  • Work with business stakeholders to identify and analyze business processes, workflows, requirements, issues and opportunities, and evaluate the potential application of new application extensions or modified technology solutions and/or business processes
  • Resolve data discrepancies and integration issues between all business systems and applications
  • Manage vendor relations and coordination during engagements
  • Perform unit and functional testing of new features and functionality and assist in the coordination of sign-off and roll out
  • Provide training of new and existing systems or system extensions as needed to support operational activities
  • Troubleshoot end user reported problems or coordinate internal and/or external support as necessary
  • Develop application and training documentation, standard operating procedures, knowledgebase articles, and communicate resolutions to end users
  • Administer user accounts as needed for new access and service accounts for systems integrations
  • Performs role of technical SME for assigned applications
  • Implement Continuous Service Improvement opportunities
  • On call Support during holidays and off business hours for anything that requires immediate production down attention
  • Facilitate weekly program/projects status updates with associated teams on progress towards deliverables and milestones
  • Facilitate monthly executive reviews with associated teams on progress towards deliverables and milestones
  • Escalate issues to leadership for engagement and resolution Requirements:

    • 3+ years of experience supporting and troubleshooting commercial applications
    • Working knowledge of SAP ECC ERP a plus
    • Experience working with global teams
    • Experience supporting enterprise applications and ERP systems
    • Excellent verbal and written communication skills to communicate complex information clearly and concisely
    • Prior vendor relationship management experience
    • Working knowledge of business processes
    • Strong organizational skills
    • Strong technical skills with knowledge of database technologies (Oracle, MS SQL Server) and SQL programming
    • Experience supporting Software as a Service applications and on-premise applications
    • Ability to work well with people from many different disciplines, and with varying degrees of technical and business expertise
    • Strong problem-solving and analytical skills
    • Strong project management skills
    • Excellent facilitation and negotiation skills
    • Ability to work independently
    • Track record of excellent customer service
    • Ability to drive consensus
    • Ability to juggle and prioritize multiple tasks within a collaborative team environment
    • Demonstrated flexibility and willingness to do what it takes to get the job done
    • Drive and desire to learn and grow both technical and functional skill sets
    • Proficient in Microsoft Word, Excel, PowerPoint, Project, and Visio
    • Ability to travel occasionally (10% maximum)
    • Bachelor's degree in Computer Information Systems, Computer Science, or Engineering in a related field, or equivalent experience Department: Information Technology - provided by Dice Analyst, Analytical Skills, Customer Service, Database, ERP, Excel, Lifecycle, Management, Microsoft Word, Oracle, PowerPoint, Programming, Project, Project Management, SAP, SQL, SQL Server, Testing

      Keywords: Thermo Fisher Scientific, Greenville , Technical Application Support Analyst, IT / Software / Systems , Greenville, North Carolina

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