Back to SearchLead 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