Laboratory Application Support (Level 2)

Job Description
- Monitor, triage, resolve or escalate tickets being submitted for incidents and requests by users daily.
- As a Level 2 support specialist contact submitter to understand issue and attempt resolution.
- If required escalate ticket to development team following the bug process.
- Maintain required SLAs for timely resolution of submitted incidents.
- Provide global coverage with support team on various Laboratory Applications and integrations.
- Promote objects between DEV, QA, and PROD environments to facilitate bug fixes and release improvements as well as master data objects to production for LabWare LIMS.
- Evaluate and/or update application product documentation.
- Develop knowledge of support requirements, SLAs, and enhancement requests for all versions of current and future deployed Laboratory Applications.
- Manage support documentation for end user/support training purposes.
- Assess issues versus enhancement requests and coordinate with end users, Subject Matter Experts and Process Owners for their proper resolutions.

Desired Skills and Experience
- Experience in Level 2 technical support in any application.
- Knowledge of Laboratory Process Flow.
- Excellent communication skills (written and verbal).
- Must be able to converse in English.
- Must be willing to adjust work schedule with different time zones when needed.
- Knowledge/Experience of LabWare LIMS.
- Knowledge/Experience of Service Now or any ticket handling application.
- Knowledge/Experience of Azure Dev Ops for creating/managing bugs.