Application Support Analyst (IT)

Role Summary

This position will be involved in the day-to-day activities and will be hands-on working with a wide array of applications to support the organization. The role reports to the Associate Director, Application Support and is located at the Watertown, MA site with a hybrid work schedule.

Responsibilities

• Partnering with business units to evaluate and select technology solutions that will augment or enhance the current technology footprint.
• Establish and maintain the deployment and guardianship/support of the applications environment to ensure integrity, security and privacy of information.
• Administer support and monitoring of enterprise applications and systems.
• Provide technical support and resolutions to teams within the organization and to external partners as required.
• Interact with vendors and support teams.
• Conduct incident investigations, escalations, and troubleshooting of systems and software.
• Provide software and systems communications support.
• Perform directory services administration (user access rights, etc.).
• Maintain detailed software and system documentation.
• Develop and abide by Standard Operating Procedures and Work Instructions when necessary.
• Develop technical documentation and provide training to end users.

Qualifications

• Understanding of SOX compliance
• Knowledge of applications such as ERP, HRIS, SharePoint, Smartsheet, Expense Management systems, etc.
• Exceptional customer support skills
• Strong workload management skills
• Ability to plan and schedule projects and work under deadlines; multi-task effectively
• In-depth, hands-on knowledge of and experience with enterprise and desktop applications
• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques
• Knowledge of trends in technology relating to software applications
• Ability to think strategically and creatively while applying sound business judgment and quantitative analytics
• Ability to communicate complex issues and influence others internally and externally
• Good understanding of the organization’s goals and objectives
• Proactive and forward thinking to anticipate future challenges
• Team player, but can work independently
• Keen eye for quality and accuracy

Education

• Bachelor’s degree
• Preferred field of study: IT or equivalent

Additional Requirements

• Minimum of 5 years’ experience working in biotech/pharmaceutical industries within IT and 3-5 years’ experience supporting enterprise applications
• Location: Watertown, MA (hybrid schedule)