Thermo Fisher Scientific IT Analyst, Application Support in Allentown, Pennsylvania
When you're part of the team at Thermo Fisher, you'll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you'll be supported in achieving your career goals.
As a member of the Application Support team, you will be supporting North America sites. You will contribute as a member of the local site support while adding support to the greater Global team within the Clinical Trial Division. You will be maintaining and supporting our internal applications and ensuring our tickets are closed in accordance with our SLA's. Last, as a true member of the global team, you will have ability to work closely with our users and continue to provide the highest level of support.
The IT Analyst will work within a Global team of Application Analysts on a day to day basis covering the whole spectrum of supported Applications and Systems in use at Fisher Clinical Services.
The IT Analyst has a good knowledge of business systems and applications and will participate in delivering an outstanding customer focused service. This includes the daily organization, prioritization and resolution of requests; ensuring applications and systems supported by the function perform and are available to the user community within agreed SLA's.
The IT Analyst provides expertise in areas of application/software fixes, tuning, performance monitoring, troubleshooting, support, and documentation of standards and procedures for the administration and maintenance of all supported environments.
Respond to and resolve incidents/faults logged against applications/systems supported by the Application Support team to agreed SLA's.
Monitor service requests for supported business applications/systems, ensuring full compliance to agreed SLA's, security policies and procedures.
Assist with root cause analysis for major/critical 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.
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.
Proactively monitor applications/systems to capture potential issues (e.g. alerts, performance) before they occur.
Participate in service operational reviews, ensuring SLA 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.
Present charts, graphs to IT department referencing trends and analysis using Help Desk KPI's during monthly department meetings. Prepare to share those results with senior level management if necessary.
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.
- HS Degree required, Bachelor's Degree in Computer Science or related preferred
2+ years' experience that is directly related to Application Support duties and responsibilities.
Experience should be concentrated in client relationship management.
Ability to work in a team structure, make decisions, solve problems, communicate inside & outside the organization.
Ability to work in a highly matrixed environment, inclusive of conflict resolution.
Strong negotiating and influencing skills.
Good interpersonal skills are a must.
Proficient with development tools, ideally VB6, .NET, ASP, C#, and SQL.
Knowledge of web programming languages and development methodologies
Familiar with business analysis techniques which help in modeling and understanding business operations
Knowledge of complete Software Development Life Cycle
Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.
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