With the exception of independent contractors, applicants for this role will be engaged through Randstad company. When making this application your details will be automatically shared with Randstad company for registration with them, who may also contact you about other opportunities with other clients.

Philips

Application Support Analyst II (Freelance)

Posted Sep 2, 2022
Project ID: PHILJP00025362
Location
Eindhoven, Noord Brabant, Remote
Hours/week
40 hrs/week
Timeline
1 year
Starts: Sep 12, 2022
Ends: Sep 11, 2023
Payrate range
52 - 72 €/hr
Application Deadline: Sep 12, 2022 12:00 PM

In this role, you have the opportunity to make life better

Looking at the challenges the world is facing today Philips' purpose has never been more relevant. So, whatever your role, if you share our passion for helping others, you'll be working towards creating a better and fairer future for all.
 

The Application Support Analyst II specializes in the support of Philips BioTelemetry applications, both in a first and second tier capacity. The Application Support Analyst II has good working knowledge of architectural design and operation of systems to ensure consistent, reliable operations for internal and external stakeholders. Additional responsibilities include supporting timely customer delivery, analysis and diagnosis of application errors, and supporting the externally facing Customer Support department as a second tier escalation point. The Application Support Analyst II regularly interacts with Project Management, Development, Operations and Customer Support groups, as well as vendors to support third party or commercial off the shelf (COTS) applications. For international support, the Application Support Analyst II will oversee European Union operations as they relate to AM&D Holter processing.
 

You are responsible for:
 

  • 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 24x7 emergencies



Consists of members of AM&D and directly reports to the Supervisor of application support. 

To succeed in this role, you'll need a customer-first attitude and the following:
 

Education:

  • Bachelor's Degree in Computer Science or Information Systems, or equivalent work experience

 

Relevant 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



Knowledge/Abilities - Technical Skills:

  • Desire and ability to quickly learn about the business, technical and functional intricacies of Philips 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
  • Communication Skills (Verbal/Written): 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.
  • Management/Leadership Skills: This position does not manage others; Supervision provided is direct with little latitude/decision-making authority.
  • Customer Service: Ability to interact effectively with all levels of the organization in a professional and responsive manner at all times

 

Similar projects

+ Search all projects