Laboratory Application Support Specialist

1 month ago


Taguig, National Capital Region, Philippines Vertere Global Solutions, Inc Full time
Job Title: Laboratory Application Support

We are seeking a highly skilled Laboratory Application Support specialist to join our team at Vertere Global Solutions, Inc. As a key member of our support team, you will be responsible for providing timely and effective support to our customers.

Key Responsibilities:
  • Monitor, triage, and resolve tickets submitted by users for incidents and requests.
  • As a Level 2 support specialist, contact submitters to understand issues and attempt resolution.
  • Escalate tickets to the development team following the bug process.
  • Maintain required SLAs for timely resolution of submitted incidents.
  • Provide global coverage with the support team on various Laboratory Applications and integrations.
  • Promote objects between DEV, QA, and PROD environments to facilitate bug fixes and release improvements.
  • 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 and support training purposes.
  • Assess issues versus enhancement requests and coordinate with end-users, Subject Matter Experts, and Process Owners for their proper resolutions.
Requirements:
  • Experience in Level 2 technical support in any application.
  • Knowledge of Laboratory Process Flow.
  • Excellent communication skills (written and verbal).
  • Ability to converse in English.
  • Willingness 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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