Lab Application Support Analyst

Westbourne IT Global Services; Foster City (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

Westbourne IT Global Services is seeking a Lab Application Support Analyst to join the Lab IT services team in Foster City, CA. The role involves responding to and resolving core application issues, providing technical expertise, and taking ownership of investigations to ensure professional, effective resolutions in a GMP pharmaceutical environment.

The position focuses on supporting the LES Lab Execution System (BIOVIA) and related applications, with emphasis on second-line support, issue

Qualifications

• Bachelor’s degree in computer science or equivalent IT work experience.
• 1–2 years’ experience of scripting, coding or parsing scripts.
• Solid understanding of relational database management systems.
• Experience in GMP pharmaceutical environments.

Responsibilities

• Provide second level IT support to mission critical core applications.
• Resolve problems, perform in-depth analysis and document recommendations.
• Troubleshoot issues including simulation and resolution.
• Liaise with application vendors to co-ordinate problem resolution.
• Review Service Now incident queues daily with Lab users and management.
• Identify enhancements based on repeating issues.
• Monitor lab activities for efficient use of the lab system.
• Develop end-user reports.
• Communicate effectively in a mature corporate environment.

Skills

Scripting

Coding

SQL scripting

Education

Bachelor's degree in Computer Science

Tools

BIOVIA LES

SQL

ITIL

Job description

Lab Application Support Analyst

We are currently looking to hire a Lab Application Support Analyst to join the Westbourne Lab IT services team.

The role will involve responding to and resolving Core Application issues, providing technical expertise and troubleshooting skills. Initial problem identification, assuming ownership for the investigation of IT issues, and ensuring that the problems are resolved in a professional and effective manner are key aspects of the role. Member of the Lab Information Systems team responsible for testing, implementation and supporting core applications (primarily LES Lab Execution System from BIOVIA) to ensure the smooth and efficient running of the application in a GMP/pharmaceutical environment.

Main Responsibilities:

• Providing second level IT support to mission critical core applications.
• Resolving problems, in depth problem analysis and identifying and documenting recommendations.
• Troubleshooting and evaluating issues including issue simulation and resolution.
• Liaison with the application vendors to co-ordinate problem resolution.
• Review Service Now incident and request queues/ daily check of outstanding open items with Lab users and Lab management
• Identification of enhancements based on repeating issues
• Monitoring of Lab activities for efficient use of lab system
• Report development for end user reporting
• Ability to communicate effectively, verbally and in written form in a mature corporate environment

Preferred Criteria:

• 1-2 years’ experience of scripting, coding or parsing scripts within or between applications
• SQL Script or similar development.
• Solid understanding of relational database management system.
• Experience working in a GMP pharmaceutical environment

Education and Training:

• Bachelor’s degree in computer science or equivalent 3-4 years IT work experience
• Preferred, recent Microsoft, CompTIA or ITIL certifications