Application Support Associate

Overview
The Applications Support Associate shares responsibility for implementing & supporting enterprise applications and cloud infrastructure across the organization, reporting to the Senior Systems Analyst in the IT department. This role requires broad knowledge of enterprise technology, business awareness and strong problem-solving skills.

Summary of key responsibilities

• Collaborate with business stakeholders, IT colleagues and vendors on project teams to:
• Gather, analyze and document business requirements & functional specifications for computer systems
• Select and implement 'off the shelf' enterprise applications (SaaS web apps and private cloud)
• Customize applications (no-code, GUI-based configuration within the application) to meet business requirements e.g. workflows, permission structures and settings changes

Integrate and automate applications with IT infrastructure including:

• Identity management platforms for identity mastering and SSO (Active Directory, Adaxes, Okta)
• IaaS (Azure) hosted Windows servers (Service configuration, PowerShell)
• Relational Database Management Systems

Systems administration and support:

• Change control management including authoring, executing and reviewing changes to regulated computer systems (GxP and SOX)
• Vendor management; Applications Support representative with SaaS and IaaS vendors
• Provide technical support to business system owners and end-users of enterprise applications
• Be the escalation point (subject matter expert) to IT service delivery support personnel for applications/systems within your purview

Work Experience
Corporate experience at one of these 3 levels:

• 1+ years in a tier 3 systems support / systems administrator role, or
• 2+ years in a tier 2 application support role, or
• 3+ years in a technical support role

Skills

• Experience with highly configurable no-code enterprise web applications (e.g. SharePoint, Agiloft, Veeva Vault), Active Directory, SAML 2.0, Microsoft operating systems.
• Experience writing technical and business documentation e.g. Business Requirements Documents, Functional Specification Documents and support reference articles.
• Excellent verbal, written and active listening communication skills to communicate complex information clearly and concisely.
• Strong logical troubleshooting and problem-solving skills.
• Ability to effectively prioritize and execute multiple tasks.

Nice to haves:

• Experience with ITIL service management / ITIL certification
• Biotech/Pharmaceutical industry experience

Scripting/coding experience