Offer summary

Qualifications:

BS/BA degree in Computer Science/Information Systems or related field, or equivalent experience., 3-5 years of experience in technical support and troubleshooting of enterprise-wide systems., Experience with ticketing systems such as Service Now and customer service., Proficiency in problem solving, troubleshooting, and knowledge of software development lifecycle..

Key responsabilities:

Monitor and analyze support tickets for severity and impact, providing software support for applications.

Lead the design and delivery of enhancements for IT applications, ensuring alignment with business needs.

Collaborate with vendors for timely execution of enhancements and maintain hardware/software components.

Troubleshoot technical issues, perform root cause analysis, and communicate status updates to stakeholders.

Job description

Monitor tickets for severity and impact; provide software support for existing applications; troubleshoot and analyze problems and requirements; research and design short-term and long term solutions; monitor issues for trends, and convert tickets to projects when required. Continually drive software improvements of multiple enterprise wide systems across all IT Lab and operational applications and ensure seamless support of our customers.

Lead the design, development, and delivery of new enhancements for IT applications., ensuring alignment with business needs and technical best practices.
Collaborate with vendors to implement statement of work and enhancements , ensuring timely execution and quality delivery.
Proactively monitor and maintain hardware and software components, ensuring systems are up to date and free from end of life dependencies.
Work closely with cross functional teams to support application upgrades, integrations, and performance optimizations.
Troubleshoot and resolve technical issues, ensuring system stability, security and scalability.
Respond to issues in accordance with established Standard Operating Procedures and Service Level Agreements
Communicate proactively with Business to assess issues and provide periodic status updates, both short-term and long-term
Perform assessment analysis to identify scope of problems and escalate recurring issues to management
Support Problem Management calls; provide technical skills to research issues as required and participate on escalations and issue resolution teams to address chronic, priority issues
Analyze issues by performing root cause analysis, research, and design short-term and long-term solutions
Maintain proficiency in Q-Suite product expertise and serve as an internal consultant in multiple Q-Suite applications and functionalities
Keep abreast of the new Quest Diagnostics technologies and organizational impact
Demonstrate ability to communicate effectively with all levels, including customers, technical personnel, and management.

Education Preferred: BS/BA degree in Computer Science/Information Systems or related field, or equivalent combination of education and work experience.

Required Work Experience

3-5 years’ experience in technical support and troubleshooting of multiple enterprise-wide systems
3 to 5 years Customer Service experience
Preferred - 10 years M/Cache development experience
Preferred - 10+ years healthcare development experience
Experience with ticketing system such as Service Now

Skills

Should possess a working knowledge of mobile hardware components, mobile applications, and web-based applications
Application experience with MS Windows, MS Office, MS Lync, MS Outlook, and wireless communications/mobile device management
Excellent proficiency in problem solving and troubleshooting production issues
Excellent program debugging and proficiency in troubleshooting production issues
Excellent interpersonal and communication skills
Excellent organizational, time management, customer service, prioritization, and multi-tasking skills
Excellent knowledge of and proficiency in the software development lifecycle phases, project management, process management and change management

Preferred Work Experience

Development of software solutions utilizing a variety of programming languages including JAVA, SQL, C or C++, PRO-IV, Wiki etc.
Knowledge of Laboratory Information System

Competencies

Learning on the Fly; Decision Quality; Priority Setting; Customer Focus; Problem Solving; Informing; Technical Learning; Functional/Technical Skills

Other

Rotational weekend/holiday support on-call as required
Day Shift Hours – Slight change in shift hours may be required to provide adequate overlap of support coverage

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets

Required profile