Senior Support Analyst, Clinical Application Management

Job Description

Essential FunctionSupport the maintenance and development of highly complex applications according to business requirements following the Parexel Software Development Lifecycle. Manage the resolution of problem tickets and change requests. Analyze system problems and recommend solutions with minimal assistance. Lead efforts in the areas of systems integration, implementation, software updates, bug fixes, change requests and application support activities for assigned systems. Ensure that system documentation is complete and in accordance with IT and Corporate policy and guidelines. Perform & document unit testing of all code, managed in a source code controlled environment. Act as an IT support/development lead mentoring more junior employees. Document the design and code leading to the production of exceptionally high quality deliverables (code and documentation), ready for functional testing by Software Quality Assurance, and later Process Validation by representatives of the business. Provide level two/three production support for applications, as a member of Application Support department, when analysis or source code changes are requiredKey Accountabilities Execute application development tasks, coordinate integration services, product implementation and software updates, bug fixes, change requests and application support for assigned systems. Document, provide quality assurance and ensure the system/data integration into the Parexel environment. Maintain appropriate change control and document management techniques. Function as a project team member on projects, planning and delivering all appropriate project work and documentation on time and within budget. Provide regular status reports of all activities, plans and problems. Conduct complex troubleshooting and analysis and work issues to resolution, including coordinating overall IT (Support and Development) and business communication and tasks Escalate and manage the resolution of critical issues to Application Support, Operations or Development staff Participate in feasibility studies and product evaluations. Assist in determining future application support requirements and options analysis, make recommendations. Maintain metrics to monitor system support performance and the effectiveness of the support services provided Actively work with one or more functional areas within Parexel to align business process with systems and tools and to develop strategy. Provide work direction, assistance and skill development to Support Analysts, Support Specialists, and taking responsibility for the quality of their support and maintenance deliverables. Analyze complex business and operational system requirements and recommend solution options. Interface with other IT groups to ensure that database, hardware, network, security, quality, integration, support and project services associated with maintained systems are adequate and sufficiently managed. Interact with internal clients to understand the business need, help develop user functional requests and requirements and support the development and execution of test plans. Assist and advise in the development and continuous improvement of IT and IS Global IT standards and methodologies in relationship to application support in the Parexel environment. Negotiate and manage external vendor relationships for outsourcing of maintenance and support services. Keep abreast of industry standards, technological trends and best practices for application support and IT resource management.QualificationsMandatory skills: 5 Years+ IT experience in supporting/administering using SAS GRID environment on Unix/Linux Operating System and Statistical related environments. Experience with SAS Enterprise Guide, 9.2, 9.3 and 9.4 versions. Certification of SAS GRID Administration. Experience with the support and development of SAS and other Statistics related applications (like R Software/Project, R Studio, RShinyPro, RStudio Connect etc.) and supporting integrations with SAS. Work experience in SAS installation, upgrades, implementation of bug fixes by working with SAS Tech support (Vendor). Experience with Unix/Linux operating systems. Develop scripts to automate processes preferably - batch or shell scripting. Willingness to work in flexible work shifts in a matrix environment and to value the importance of teamwork.Desired skills: Clinical Research domain experience Experience in supporting COTS Enterprise level Clinical and Statistical apps. Experience with SAS Viya. Experience with Subversion (SVN) Knowledge of ICH guidelines, understanding and application of guidelines detailed in FDA 21 CFR Part 11, including system validation requirements Knowledge of GxP guidelines Experience in use of IT ticketing tool or support management tool, preferably - Service Now Knowledge of ITIL concepts, preferably ITIL V4 certification Ability to grasp new technologies/applications and to correctly apply new tools to support applications Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail.Education Master degree in a relevant technical area (Electrical Engineering, Information Systems, Computer Sciences, Computer Engineering) preferred or BS and equivalent experience.Language Skills Native language and proficiency in verbal and written EnglishMinimum Work Experience Advanced experience in the maintenance and support of complex business systems that support a worldwide-distributed user base within a regulated industry environment. Extensive knowledge of application design, development and support Technical project management experience,

Keyskills :
unixsystem supportsas enterprise guideslaincident managementsoftware quality assuranceunit testingchange managementsql21 cfrchange controlchange requestsstatements of work sow