Senior Technical Support Analyst
7 days ago
b Company Description IntegriChain is the data and application backbone for market access departments of Life Sciences manufacturers We deliver the data the applications and the business process infrastructure for patient access and therapy commercialization More than 250 manufacturers rely on our ICyte Platform to orchestrate their commercial and government payer contracting patient services and distribution channels ICyte is the first and only platform that unites the financial operational and commercial data sets required to support therapy access in the era of specialty and precision medicine With ICyte Life Sciences innovators can digitalize their market access operations freeing up resources to focus on more data-driven decision support With ICyte Life Sciences innovators are digitalizing labor-intensive processes - freeing up their best talent to identify and resolve coverage and availability hurdles and to manage pricing and forecasting complexity We are headquartered in Philadelphia PA USA with offices in Ambler PA USA Pune India and Medell xc3 xadn Colombia For more information visit www integrichain com or follow us on Twitter IntegriChain and LinkedIn Position Details Respond to functional queries and workarounds for production bugs Perform a root cause analysis for application issues reported by the customer Collaborate with other product teams stakeholders to ensure timely resolution of customer issues Assist in application configuration to ensure various components are communicating with one another Lead customer discussions around status updates functional training and application workshops Maintain quality as per SLA and the SOP Should be flexible to work in a rotational USA shift timing IST 09 30PM to 06 30AM Candidate should be willing to follow the USA holiday calendar Job Profile Triaging high-priority Application Support Tickets Work in close collaboration with Product Management and Product Engineering teams to cater technical needs of end user customer Any new process or change to an existing process to be documented and or creating new SOPs Perform impact analysis and manual testing Ensure change management processes are compliant with audit requirements Ticketing customer issues and tracking them to closure Perform support functions in rotational shift environment on bi-weekly basis Complying with additional customer-specific controls where relevant Improving processes by ensuring operating procedures are up-to-date and relevant Enhancing application quality by identifying and recommending areas of improvement Qualifications Skill Set Demonstrative Experience with SQL querying and MS SQL Server Management Studio Familiarity with SQL querying and MS SQL Server Management Studio Knowledge of SQL stored procedures functions triggers in MSSQL Be able to understand technical specs and data models Experience in collaborating with North American stakeholders customers Experience in working on ticketing tools like Zendesk JIRA Interpersonal Skills and Competencies Should be a good listener Good command over English language Excellency in written and verbal communication skills Team management skills Resource optimization skills Prerequisite Minimum of 7 years of total experience with at least 3 years of relevant experience Certification in MS SQL Server 2012 2014 2017 Experience of working within a pharmaceutical Gross To Net processes Experience in leading small support technical team for customer centric deliveries Additional Information What does IntegriChain have to offer Mission driven Work with the purpose of helping to improve patients lives Excellent and affordable medical benefits non-medical perks including Flexible Paid Time Off and much more Robust Learning Development opportunities including over 700 development courses free to all employees LI-YG1 IntegriChain is committed to equal treatment and opportunity in all aspects of recruitment selection and employment without regard to race color religion national origin ethnicity age sex marital status physical or mental disability gender identity sexual orientation veteran or military status or any other category protected under the law IntegriChain is an equal opportunity employer committed to creating a community of inclusion and an environment free from discrimination harassment and retaliation
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