Application End User Support
6 months ago
**Application End user support**
**Position Summary**
**Duties and Responsibilities**
Under general direction and in accordance with all applicable government laws, regulations and policies, procedures and guidelines, this position:
- Supports users in proper setup and management of their spaces in Confluence.
- Supports R&D leads in configuration and administration of Jira Projects and Workflows.
- Monitors and assigns incidents and service request tickets from end users for resolution.
- Works with the end user to ensure a full understanding of the incident or request reported, including review of screen shots, reproducing the issue, reviewing error logs, and troubleshooting
- Sets clear expectations with the end user and provides frequent updates on status and next steps.
- Diagnoses, clearly documents, and resolves user incidents and requests.
- Opens, tracks, and manages support requests with other internal IT teams (Infrastructure, Networking, etc) and external vendors as needed to resolve user requests or issues.
- Establishes and maintains knowledge articles to continuously improve our support processes and capabilities.
- Identifies trends in incidents or requests that present opportunities for us to improve the overall user experience through system enhancements or ticketing automation.
- Works collaboratively across our IT team to get support (from peers or escalations) and offer support when others need it.
- Supports mission of protecting patients in their most critical moments by ensuring our business users are setup for success in our R&D, CRM, QMS, and PLM systems - which our users depend on every day to support this mission.
**Education**:
- High School or Equivalent
- Associate’s Degree
- Bachelor’s Degree
- Master’s Degree
- PhD Degree
**Years of Related Experience**:
- Specific experience with administration or use of Atlassian Jira, Confluence, and Bitbucket a plus
- Specific experience with administration of Solidworks, Cadence, or Vivado a plus
**Knowledge, Skills, Abilities, Certifications/Licenses, and Affiliations**:
(Include any required computer skills, regulatory knowledge, certifications, licenses, languages, cognitive and behavioral abilities etc.)
- Excellent communication and presentation skills
- Adaptable, Self-driven continuous learner
- Clear, concise, and complete documentation (e.g. user updates on ticket status)
- Experienced and proficient with ServiceNow incident/request system a plus
- Specific experience with administration or use of Atlassian Jira, Confluence, and Bitbucket a plus
- Specific experience with administration of Solidworks, Cadence, or Vivado a plus
**Job Types**: Full-time, Permanent
Pay: ₹400,000.00 - ₹740,779.81 per year
Day range:
- Monday to Friday
Shift:
- Morning shift
**Education**:
- Bachelor's (preferred)
**Experience**:
- Atlassian Jira, Confluence, and Bitbucket: 1 year (preferred)
Work Location: In person
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