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Lead Application Support Engineer with Expertise in LabVantage

Application Support, End User Support, Investigations & Root Cause Analysis, LabVantage, Troubleshooting, Jira, Life Sciences Technology, ServiceNow
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We are seeking a remote Lead Application Support Engineer with solid expertise in LabVantage LIMS configurations and user management. As a primary contact point for production user issues and queries, you will work as a bridge between users and the development team. This role requires an in-depth understanding of LabVantage LIMS capabilities and the ability to advise users on working with implemented custom workflows. You will also be responsible for fixing minor configuration and data-related issues.

Responsibilities
  • Establish the production user's support process and intake queries
  • Provide production user's support for 1st and 2nd line
  • Manage user access and possible configuration changes
  • Troubleshoot and perform root cause analysis of user issues, including issues with integrations and data flows from/to other systems
  • Collect, triage, and document user feedback for the development team
  • Work closely with cross-functional teams to deliver timely and effective solutions
  • Provide mentorship and guidance to junior team members
Requirements
  • Minimum of 5 years' experience in Application Support, specifically with LabVantage LIMS
  • 1+ year of relevant leadership experience
  • Proven expertise in end-user support, investigations and root cause analysis
  • Experience in LabVantage LIMS configurations and user management
  • Proficiency in troubleshooting and resolving issues, including with integrations and data flows from/to other systems
  • Excellent communication skills to collaborate with cross-functional teams and provide exceptional customer service
  • Upper-Intermediate level of English proficiency for effective communication with the team and stakeholders 
Nice to have
  • Experience working in Life Sciences industry
  • Knowledge of Jira
  • Experience with ServiceNow
Benefits
  • International projects with top brands
  • Work with global teams of highly skilled, diverse peers
  • Healthcare benefits
  • Employee financial programs
  • Paid time off and sick leave
  • Upskilling, reskilling and certification courses
  • Unlimited access to the LinkedIn Learning library and 22,000+ courses
  • Global career opportunities
  • Volunteer and community involvement opportunities
  • EPAM Employee Groups
  • Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn

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