Lab Application Support Analyst

Westbourne IT Global Services; Foster City (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Westbourne IT Global Services is hiring a Lab Application Support Analyst for the Lab IT services team in Foster City, CA. The role focuses on resolving core application issues, providing technical troubleshooting, and ensuring smooth operation in a GMP/pharmaceutical setting.

You will interact with vendors, review ServiceNow incidents, and help improve lab system performance with end-user reporting and ongoing enhancements.

Qualifications

• Bachelor's degree in computer science or equivalent, 3–4 years IT work experience preferred.
• 1–2 years' scripting, coding or parsing scripts within or between applications.
• Solid understanding of relational DBMS and SQL scripting.
• Experience in a GMP pharmaceutical environment is preferred, ITIL or CompTIA certs are nice-to-have.

Responsibilities

• Provide second level IT support to mission critical core applications.
• Investigate, troubleshoot, and resolve application issues; coordinate with vendors.
• Review Service Now incidents, monitor queues, and communicate findings to users.
• Identify enhancements based on recurring issues and monitor lab system usage.
• Develop reports for end users to improve data visibility and decision making.

Skills

Scripting experience

SQL scripting

Relational databases

GMP environment familiarity

Education

Bachelor's degree in computer science or equivalent

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