Job Detail

Job Overview:

We are recruiting for an Application Support Analyst to join a dynamic team in the greater Indianapolis area. Get ready to redefine what’s possible and discover your extraordinary potential at Covance. Here, you’ll have the opportunity to personally advance healthcare and make a difference in peoples’ lives with your bold ideas and unique point of view.

Responsibilities/Duties:

• Manage and resolve incident, service requests and problem tickets for assigned applications within designated performance metrics and in accordance with all applicable SOPs, team processes and management guidelines. (85% of time)

• Develop and maintain technical documentation for Application Support (5% of time)

• Conduct thorough system analysis (5% of time)

• Provide off-hours and / or escalated support through participation in rotating coverage 24 hours a day, 7 days a week. (5% of time)
     o Perform the role of an Incident Manager to drive the return of service due to an incident

Education/Qualifications:

• Bachelor’s Degree required or equivalent in experience


• Certified technical professional in relevant technologies

Experience:

Minimum Required:
• Five or more years of experience in researching technical issues and problem resolution (Incident Management and Problem Management)

• Three or more years of experience with applications used with Clinical Laboratories such as:

     o  Zavacor - a clinical trial management system, responsible for the vast majority of all study and sample management activities

     o  Envision - LabWare based Laboratory Information Management System (LIMS)

Additional Skills:

• A solid understanding of ITIL concepts


• Ability to act as an Incident Manager and drive toward incident resolution


• Experience in root cause analysis efforts for Problem Management


• Some coding and / or support experience


• Some functional experience


• Experience in software and development tools used by Covance


• Ability to mentor staff


• Ability to enhance/develop new processes/standards


• Ability to multi task and prioritize their own work and assignments based on business need


• Able to work independently and in small to medium size teams


• Ability to communicate to effectively with multiple areas in IT and the business and provide recommendations for technical solutions