Technical Support Specialist, Level 2

Looking for the following shifts: 8:00am - 6:00pm11:00am - 8:00pm 4:00am - 2:00pm

Position Summary:

Responsible for providing second level technical support to eProcurement software clients. Clients are pharmaceutical, biotechnology companies, and Universities. Will be responsible for performing technical troubleshooting and defining and implementing resolution for client software and database problems.  Responsible for design, documentation, and enhancement of assigned technical standards in support of Customer Support Services.

 

Principal Responsibilities:

· Responsible for the successful technical analysis and resolution of client reported incidents related to software problems.

· As part of the support team, perform technical troubleshooting, and data analysis to determine root causes of software problems. Define and implement problem resolution.

· Work directly with clients to conduct analysis of technical configurations, integrations, data migrations and technical installations for client systems, in order to perform in-dept technical troubleshooting, and recommend appropriate work-arounds and solutions.  Includes analyzing and documenting requirements and rules and updating with enhancements or changes made.

· Document all internal and external correspondence related to incident resolution. Document solutions, procedures and standards for clients as well as internal use.

· Develop and maintain proficiency in the company’s software solutions, solution methodologies, and core technologies.

· Develop and maintain assigned technical standards for use in client and internal projects.  Typical standards include writing & running SQL scripts of DB2 database and Apache web server log analysis. Trouble-shooting and documentation of integration with Client Systems such as Oracle, SAP, Ariba, PeopleSoft, etc.

· Develop and maintain knowledge of procurement operations related to SciQuest’s products.  These include supply procurement processes, laboratory chemical, supplies and substance inventory management and tracking, and settlement processes.

 

Position Requirements:

· Preferred 3 years experience in working with software applications in a client environment

· Proficient in system analysis, procedure analysis, and problem resolution is required.  Business automation and workflow process development is desirable.

· Proficient in the elements required in implementing software applications within a client’s environment, including software configuration, determining business requirements, data initialization, data migration, system integration/data interface, and equipment and application installation and set-up.

· Strong SQL, DB2, Internet skills preferred. WebMethods experience desirable.

· Must be able to communicate technical solutions to customers and Sr. Management. 

· Strong communication, presentation, documentation and problem solving skills.

· Ability to act independently, take initiative and drive tasks and issues to resolution

 

Working Conditions/Physical Demands:

Rotation of 24-hour on-call responsibility.