Application Support Analyst II

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BioTelemetry Inc, a Philips company, provides medical devices and software for real-time remote heart monitoring and analysis using innovative solutions. On behalf of our client, DEKRA is looking for:

Application Support Analyst II

JOB DESCRIPTION

Obtaining in-depth knowledge of various BioTel proprietary and third party operational systems and applications;
Providing remote and in person support to users of the BioTel proprietary and third party operational systems and applications;
Recording all incidents in a CRM tool to include ensuring timely responses to and closure of reported incidents, documenting all incidents in a comprehensive manner;
Directly assist clients on escalated, moderately complex technical issues as needed;
Escalating issues to appropriate personnel for problems that cannot be resolved in a timely manner;
Manage Incidents and Escalations within SLAs (Service Level Agreements);
Performing education and training to users on how to properly and effectively use BioTelemetry proprietary and third party operational systems and applications;
Creating and maintaining support documentation for BioTel proprietary and third party operational systems and applications and ensuring that documentation is updated and maintained in organizational knowledge base;
Conducts routine tasks as needed;
Performs other duties, tasks, and assignments as needed;
On Call rotation split with team to cover 24×7 emergencies.

QUALIFICATIONS

Bachelor’s Degree in Computer Science or Information Systems, or equivalent work experience;
3+ years’ experience supporting database driven applications;
Experienced with data extraction, transformation and loading (ETL) using Microsoft SQL;
Experience working in a regulated environment, preferably in the FDA or healthcare related fields;
Experience with .NET and Java programming a plus;
IT service management experience a plus.

PROFESSIONAL KNOWLEDGE AND SKILLS

Desire and ability to quickly learn about the business, technical and functional intricacies of BioTel proprietary and third party operational systems and applications and provide efficient, competent support of those systems and applications to users;
Demonstrated overall IT literacy;
Solid understanding of Windows infrastructure, network computing technologies and database administration using MS SQL Server;
Demonstrated ability to effectively manage concurrent projects, issues and other responsibilities;
Demonstrated ability to perform job functions in compliance with organization procedures and policies;
Analytical thinker with excellent problem solving, investigation, diagnostic and teamwork skills;
Self-starter with the ability and desire to dig into complex problems;
Demonstrated strong verbal and written communication skills, customer service skills, and self-management skills. To effectively understand and translate user requirement into actions and deliverables;
Ability to interact effectively with all levels of the organization in a professional and responsive manner at all times; WECARE – BioTelemetry based customer centric program.

ADDITIONAL INFORMATION

If you feel that you have the necessary experience and are interested in this opportunity, please send your CV in English on the following e-mail address: [email protected]

Application deadline is: 11/06/2021.

All received applications will be considered in strict confidentiality.

Only short-listed candidates will be contacted for an interview.

*By sending your CV and motivation letter, you agree that your personal data will be processed for the needs of recruitment and selection by DEKRA Arbeit Macedonia, and they will be stored in the DEKRA database. Note: Candidates can withdraw their permission to process their personal documents at any time by sending a notification to the e-mail: [email protected]