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.