Role : Lab Application Support | L2
Location : Manila, Philippines
Work Type : Remote but may be required to come to the office as needed
Work Shift : Shift schedule for this one would be at night (9pm – 6am).
Job Description:
· Monitor, triage, resolve or escalate tickets being submitted for incidents and requests by users on a daily basis.
· As a Level 2 support specialist contact submitter to understand issue and attempt resolution.
· If required escalate ticket to development team following the bug process.
· Maintain required SLAs for timely resolution of submitted incidents.
· Provide global coverage with support team on various Laboratory Applications and integrations.
· Promote objects between DEV, QA and PROD environments to facilitate bug fixes and release improvements as well as master data objects to production for Lab Ware LIMS.
· Evaluate and/or update application product documentation.
· Develop knowledge of support requirements, SLAs, and enhancement requests for all versions of current and future deployed Laboratory Applications.
· Manage support documentations for end user/support training purposes.
· Assess issues versus enhancement requests and coordinate with end users, Subject Matter Experts and Process Owners for their proper resolutions.
Desired Skills and Experience
· Experience in Level 2 technical support in any application.
· Knowledge of Laboratory Process Flow.
· Excellent communication skills (written and verbal).
· Must be able to converse in English.
· Must be willing to adjust work schedule with different time zones when needed.
· Knowledge/Experience of Lab Ware LIMS.
· Knowledge/Experience of Service Now or any ticket handling application.
· Knowledge/Experience of Azure Dev Ops for creating/managing bugs.
Note :
Interested candidates feel free to share your updated resume to sonia.t@nygci.com
Job Type: Full-time