Application Support Analyst (IT)
EyePoint
2 hours ago
Remote friendly (Watertown, MA)
United States
IT
Primary responsibilities:
- Partner with business units to evaluate and select technology solutions that enhance the current technology footprint.
- Establish and maintain deployment and guardianship/support of the applications environment to ensure integrity, security, and privacy of enterprise information.
- Administer support and monitoring of enterprise applications and systems.
- Provide technical support and resolutions to internal teams and external partners when required.
- Interact with vendors and support teams.
- Conduct incident investigations, escalations, and troubleshooting for systems and software.
- Provide software and systems communications support.
- Perform directory services administration (e.g., user access rights).
- Maintain detailed software and system documentation.
- Develop and follow Standard Operating Procedures (SOPs) and Work Instructions as needed.
- Develop technical documentation and provide training to end users.
Qualifications/skills (required & preferred):
- Understanding of SOX compliance.
- Knowledge of applications such as ERP, HRIS, SharePoint, Smartsheet, and Expense Management systems.
- Exceptional customer support skills.
- Strong workload management; ability to plan/schedule projects, meet deadlines, and multitask.
- In-depth, hands-on experience with enterprise and desktop applications.
- Proven troubleshooting principles, methodologies, and issue resolution techniques.
- Knowledge of technology trends related to software applications.
- Ability to think strategically/creatively, apply sound business judgment and quantitative analytics.
- Ability to communicate complex issues and influence internal/external stakeholders.
- Understanding of organizational goals and proactive mindset for future challenges.
- Team player who can also work independently; keen eye for quality and accuracy.
Education:
- Bachelor’s degree (preferred: IT or equivalent).
Experience:
- Minimum 5 years’ biotech/pharmaceutical IT experience and 3–5 years supporting enterprise applications.
- Partner with business units to evaluate and select technology solutions that enhance the current technology footprint.
- Establish and maintain deployment and guardianship/support of the applications environment to ensure integrity, security, and privacy of enterprise information.
- Administer support and monitoring of enterprise applications and systems.
- Provide technical support and resolutions to internal teams and external partners when required.
- Interact with vendors and support teams.
- Conduct incident investigations, escalations, and troubleshooting for systems and software.
- Provide software and systems communications support.
- Perform directory services administration (e.g., user access rights).
- Maintain detailed software and system documentation.
- Develop and follow Standard Operating Procedures (SOPs) and Work Instructions as needed.
- Develop technical documentation and provide training to end users.
Qualifications/skills (required & preferred):
- Understanding of SOX compliance.
- Knowledge of applications such as ERP, HRIS, SharePoint, Smartsheet, and Expense Management systems.
- Exceptional customer support skills.
- Strong workload management; ability to plan/schedule projects, meet deadlines, and multitask.
- In-depth, hands-on experience with enterprise and desktop applications.
- Proven troubleshooting principles, methodologies, and issue resolution techniques.
- Knowledge of technology trends related to software applications.
- Ability to think strategically/creatively, apply sound business judgment and quantitative analytics.
- Ability to communicate complex issues and influence internal/external stakeholders.
- Understanding of organizational goals and proactive mindset for future challenges.
- Team player who can also work independently; keen eye for quality and accuracy.
Education:
- Bachelor’s degree (preferred: IT or equivalent).
Experience:
- Minimum 5 years’ biotech/pharmaceutical IT experience and 3–5 years supporting enterprise applications.