Product Deployment Specialist

Job Description

Primary Responsibilities: Provides technical support to internal and external users of Company proprietary software by: Responding to support requests within stated guidelines and contractual Service Level Agreements (SLAs) Analyzing problems and communicating with end users and department managers to assess needs and determine optimum solutions to concerns and/ or requests that incorporate user needs and cost efficiency Executing required repairs/ solutions Documenting all communication and tasks performed including closing out support requests when completed Keeping manager , clients , PMs , and others as needed , informed of current issues Demonstrating a consistent and positive client support orientation Supports continual Application Support improvement efforts by: Documenting and/ or updating all support processes Designing and documenting Applications Support decision diagrams Serving as business liaison; coordinating with Software Developers , end users and product management to maximize sharing of product information Performing training as requested Tracking and escalating production issues Acting as an escalation point for junior members of the team Participates in Application Support initiatives by: Researching and/ or recommending performance enhancements Participating in trend analysis , user satisfaction reviews , etc. Participating in preparation efforts for new releases including testing and implementation tasks Training staff on departmental processes and documentation methods Mentors team members by: Training staff on departmental processes and documentation methods Assisting staff with problem solving and troubleshooting issues Maintains Quality Service and Departmental Standards by: Reading , understanding and adhering to organizational Standard Operating Procedures (SOPs) Assisting in establishing and enforcing departmental standards Participating in the modification of company SOPs related to Applications Support Creating and maintaining departmental work instructions Secondary Responsibilities: Contributes to team effort by: Exploring new opportunities to add value to organization and departmental processes Helping others to achieve results Performing other duties as assigned Maintains Technical Knowledge by: Attending and participating in applicable company - sponsored training Maintaining a strong understanding of Industry trends and applicable technology Qualifications: Education: Bachelor s degree in computer science , information technology or related field preferred Experience: Proven problem solving abilities 7+ years experience in a similar role and/ or a technical support position preferred Demonstrated knowledge of Unix (including shell scripting) , Linux , and Citrix. Experience working with relational databases such as Oracle. Working knowledge of SQL and SQL Plus. Experience working with computer software including Word , Excel and Access required Ability to learn and appropriate procedures within assigned area of specialization Ability to organize and prioritize assigned tasks to meet established schedules , timelines or deadlines Additional skill set: Ability to work in group setting and independently; ability to adjust to changing priorities Excellent attention and orientation toward meticulous work Strong interpersonal and communication skills , both verbal and written Fluent in reading , writing and speaking English Ability to project and maintain a professional and positive attitude Working conditions: Travel: 0 - 15% Lifting: 0 - 100lbs Other: Computer work for long periods of time Work Schedule Requires availability to occasionally work unusual hours including evenings and weekends to respond to urgent requests or maintenance (i.e. on call) EEO Statement Bioclinica is an equal opportunity employer. Bioclinica evaluates qualified applicants without regard to race , color , religion , gender , national origin , age , sexual orientation , gender identity or expression , protected veteran status , disability/ handicap status or any other legally protected characteristic,

Keyskills :
surgery administration teaching theatre pts echnicalsupport clientsupport computerscience musicmaking costefficiency workinstructions trendanalysis corporateliaison standardoperatingprocedures relationaldatabases servicelevel communication