Application Support Specialist ll (On-Site in

Asembia; Florham Park (NJ); On-site; USD 96,000 - 120,000; Full time

Job summary

A leading company in the pharmaceutical sector is looking for an Application Support Specialist ll to provide technical assistance and support for application users. This role involves troubleshooting issues, creating tickets for tracking, and collaborating with users to ensure smooth application functionality. The ideal candidate will have 3-5 years of experience with web-based applications and strong technical and communication skills.

Qualifications

• 3-5 years of experience working with web-based business applications.
• Must have solid technical and diagnostic skills.
• Exceptional written and oral communication skills.

Responsibilities

• Provide technical assistance and support for incoming queries and issues related to Asembia software solutions.
• Create tickets in our ticketing system and monitor the status.
• Determine if the issue is a bug and communicate it to the software team.

Skills

Technical skills

Diagnostic skills

Interpersonal skills

Communication

Documentation

Analytical skills

Education

3-5 years of experience with web-based applications

Tools

SQL Server Management Studio

Job description

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Primary Function

The Application Support Specialist will assist both internal and external application users with troubleshooting issues and problem resolution. The candidate should have logical and deductive reasoning skills to interpret requests for assistance properly and figure out how to best solve the issue.

• On-Site in Florham Park, NJ
  
  

Primary Function

The Application Support Specialist will assist both internal and external application users with troubleshooting issues and problem resolution. The candidate should have logical and deductive reasoning skills to interpret requests for assistance properly and figure out how to best solve the issue.

Job Scope And Major Responsibilities

• Provide technical assistance and support for incoming queries and issues related to Asembia software solutions.
• Act as first tier support for the user and attempt to troubleshoot/resolve the issue on your own.
• Ask questions to determine nature of problem and walk customer through problem-solving process.
• Create tickets in our ticketing system and monitor the status of the ticket through completion, and provide updates to the end user.
• Use SQL Server Management Studio to execute SQL queries for data analysis and issue investigation.
• Respond to email messages/helpdesk tickets for customers seeking help.
• Work with internal and external users to ensure correct functionality.
• Track, route and escalate urgent requests.
• Determine if the issue is a bug in the software, and if so, communicate to the software team that there is a bug.
• Follow up with customers to ensure issue has been resolved.
• Manage user accounts – creating new user accounts, managing password resets and system access.
• Build knowledge base of issues, work arounds and solutions.
• Compliance with the provisions of the Health Insurance Portability and Accountability Act of
  
  

1996 and its implementing regulations, as amended (“HIPAA”).

Performance Criteria

This role is evaluated by the ability to communicate clearly and timely with internal and external users. A firm understanding of the application functionality is critical in determining the difference between user error and application error. In addition, the ability to document steps to reproduce the issue and troubleshoot and solve issues. Achieving performance targets for individual programs is critical for assessing this role’s performance.

Minimum Qualifications

• 3-5 years of experience working with web-based business applications.
• Must have solid technical and diagnostic skills.
• Working knowledge of typical web application behaviors such as form validation and submission, caching issues, cookie management, browser version differences, etc.
• Ability to query a SQL database and run basic select statements and analyze the results.
• Experience working with service desk best practices such as documenting all activity on the ticket, escalation process, communication back to the requester, and SLA goals.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Strong documentation skills.
• Experience relating to supporting 3 rd party vendor integrations (API, FTP, etc) is a plus.
• Pharma experience preferred.
• Opportunity for advancement, learn Pharma industry knowledge.
  
  

Asembia is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, natural origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, gender identity and expression, citizenship, genetic disposition, disability or veteran's status or any other classification protected by State/Federal laws .

• On-Site in Florham Park, NJ

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Pharmaceutical Manufacturing

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