Senior IT Support Specialist

Job Title Senior Support Analyst

Department SBU IT & Corp PMO

Location G&A Worldwide

Essential Function

Lead the support and maintenance development of highly complex applications according to business requirements following the PAREXEL Software Development Lifecycle. Manage the resolution

of problem tickets and change requests. Analyze system problems and recommend solutions with minimal assistance. Lead efforts in the areas of systems integration, implementation, software updates, bug fixes, change requests and application support activities for assigned systems. Ensure that system documentation is complete and in accordance with IT and Corporate policy and guidelines. Perform & document unit testing of all code, managed in a source code-controlled environment. Act as an

IT support/development lead mentoring more junior employees. Document the design and code leading to the production of exceptionally high-quality deliverables (code and documentation), ready for functional testing by Software Quality Assurance, and later Process Validation by representatives of the business. Provide level three production support for applications, as a member of Application Support department, when detailed deep analysis or source code changes are required

Relationships

Reports To Sr Manager, Associate Director, Director

Directly Supervises N/A

Provides Work Direction N/A

Works Closely with Application Support, Service Desk, Development, Network Teams

External Relationships Software Vendors, Service Providers

Key Accountabilities

• Execute application development tasks, coordinate integration services, product implementation and software updates, bug fixes, change requests and application support for assigned systems. Document, provide quality assurance and ensure the system/data integration into the PAREXEL environment. Maintain appropriate change control and document management techniques.
• Function as a project team member, technical project manager or IT lead on projects, planning and delivering all appropriate project work and documentation on time and within budget. Provide regular status reports of all activities, plans and problems.
• Conduct complex troubleshooting and analysis and work issues to resolution, including coordinating overall IT and business communication and tasks.
• Escalate and manage the resolution of critical issues to Application Support, Operations or Development staff.
• Participate in feasibility studies and product evaluations. Assist in determining future application support requirements and options analysis, make recommendations.

• Maintain metrics to monitor system support performance and the effectiveness of the support services provided
• Actively work with one or more functional areas within PAREXEL to align business process with systems and tools and to develop strategy.
• Provide work direction, assistance and skill development to (Senior) Support Analyst, Support Specialists, and taking responsibility for the quality of their support and maintenance deliverables.
• Analyze complex business and operational system requirements and recommend solution options.
• Interface with other IT groups to ensure that database, hardware, network, security, quality, integration, support and project services associated with maintained systems are adequate and sufficiently managed.
• Interact with internal clients to understand the business need, help develop user functional requests and requirements and support the development and execution of test plans.
• Assist and advise in the development and continuous improvement of IT and IS Global IT standards and methodologies in relationship to application support in the PAREXEL environment.
• Negotiate and manage external vendor relationships for outsourcing of maintenance and support services.
• Keep abreast of industry standards, technological trends and best practices for application support and IT resource management.

Skills

• Advanced proficiency in application design, development and support
• Demonstrated ability to manage projects and to lead geographically distributed teams
• Knowledge of standard ITL process
• Experience with industry standard Service Desk Tools
• Excellent interpersonal, verbal and written communication skills
• Client focused approach to work
• A flexible attitude with respect to work assignments and new learning
• Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail
• Willingness to work in a matrix environment
• Solid understanding and working knowledge of Sarbanes Oxley and GCP regulations and how these apply to application design, development and testing of applications in the Clinical industry
• Requires extremely skilled experience in application development using Java (common frameworks), the development of cross application communication using Web Services, a good working knowledge of ESB technology and PL/SQL.

Education

• Bachelors in a relevant technical area (Electrical Engineering, Information Systems, Computer Sciences, Computer Engineering) preferred or MS and equivalent experience.

Language Skills

• Native language and proficiency in verbal and written English

Minimum Work Experience

• Advanced experience in the maintenance and support of complex business systems that support a worldwide-distributed user base within a regulated industry environment.
• Extensive knowledge of application design, development and support
• Technical project management experience