Laboratory Application Support

2 months ago


Taguig, Philippines Vertere Global Solutions, Inc Full time

Job Description- Monitor, triage, resolve or escalate tickets being submitted for incidents and requests by users daily.- 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 LabWare 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 documentation 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 LabWare LIMS.- Knowledge/Experience of Service Now or any ticket handling application.- Knowledge/Experience of Azure Dev Ops for creating/managing bugs.



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