Lab Application Support Analyst

About the Role

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. As a member of the Lab Information Systems team, you will be 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.

Responsibilities

• Providing second-level IT support to mission-critical core applications.
• Resolving problems, conducting in-depth problem analysis, and identifying and documenting recommendations.
li>Troubleshooting and evaluating issues, including issue simulation and resolution.
• Liaison with application vendors to coordinate problem resolution.
• Reviewing Service Now incident and request queues, including daily checks of outstanding open items with Lab users and Lab management.
• Identifying enhancements based on repeating issues.
• Monitoring Lab activities for efficient use of the lab system.
• Report development for end-user reporting.
• Communicating effectively, both verbally and in written form, in a mature corporate environment.

Qualifications

• Bachelor’s degree in computer science or equivalent.
• 3-4 years of IT work experience.

Preferred Criteria

• 1-2 years’ experience of scripting, coding, or parsing scripts within or between applications.
• SQL Script or similar development experience.
• Solid understanding of relational database management systems.
• Experience working in a GMP pharmaceutical environment.
• Preferred: recent Microsoft, CompTIA, or ITIL certifications.