Business Application Support Resume Samples
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Business Application Support Resume Samples
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JP
J Pfeffer
Jane
Pfeffer
9166 Brekke Route
New York
NY
+1 (555) 596 0033
9166 Brekke Route
New York
NY
Phone
p
+1 (555) 596 0033
Experience
Experience
Boston, MA
Business Application Support
Boston, MA
Hilll, Kilback and Quigley
Boston, MA
Business Application Support
- Maintaining communication and business relation with different stakeholders: business key-users, users, delivery managers
- Work as 2nd line support for shop floor business applications on .NET platform
- Work in international groups
- Answer incoming client and customer calls
- Collaboration mind-set within and across global teams
- Daily business application support: Incident and problem management (2nd line business application support), including escalation and follow-up of existing cases
- Report on application status
Los Angeles, CA
Business Application Support Analyst
Los Angeles, CA
Rippin, Kuhn and Cummings
Los Angeles, CA
Business Application Support Analyst
- Plan, project manage and execute the implementation of changes to systems, networks and implementation of new software with minimal disruption to operations
- Monitor service performance and recommend areas of focus for continuous improvement initiatives
- Working knowledge of desktop tools such as Word, Excel and project management tools such as MS Project or Version One
- Incident and Problem management using the ITIL framework
- To identify and champion opportunities to improve Support and Development lifecycle processes and procedures
- Participate in problem management reviews with senior analyst and manager
- Develops functional specifications and system design specifications for client engagements
present
San Francisco, CA
IT Business Application Support Analyst
San Francisco, CA
Bahringer-Will
present
San Francisco, CA
IT Business Application Support Analyst
present
- Work alongside business analyst, project management, systems engineers, and IT management to write process controls and functions
- Provides references for users by writing and maintaining user documentation, providing help desk support, and training users
- Manages Microsoft License Agreements, Contracts, and Premier Account Management
- Establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies
- Manage flow of information within groups during development and testing
- Improves current IT procedures by studying current practices, and recommending modifications
- Recommends controls by identifying problems, and writing improved procedures
Education
Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Michigan State University
Bachelor’s Degree in Computer Science
Skills
Skills
- Reliable and Dependable, Approachable, Committed
- Strong Communication Skills - Written and Verbal
- Strong verbal and written communication skills
- Strong inter-personal, analytical and problem-solving skills
- Ability to be flexible and work effectively both within a team structure or independently
- Financial product and financial services industry process knowledge
- Take ownership of designated tasks, and have a strong dedication to customer service
- Be able to keep calm and function in a fast paced and high pressure environment
- Ability to maintain customer focus in the midst of difficult circumstances
- Strong IT Literacy, including advanced MS Excel skills
8 Business Application Support resume templates
Read our complete resume writing guides
1
Senior Business Application Support Analyst Resume Examples & Samples
- Conduct business process analysis and needs assessments in an effort to align IT solutions with business initiatives
- Prepares “as is” and “current state” documentation in written and graphical form (flows)
- Use Business Process Modeling techniques and tools to create business process models
- Lead effort to develop new or revised processes or procedures in lieu of system development
- Facilitates the elicitation of business and systems requirements
- Analyze business unit requests and understand business requirements. Work with various technical staff members to determine possible solutions and communicate business and system impacts to IT and Operations staff
- Prepare documentation for business and system requirements in various formats
- Works on project teams that are developing or modifying highly complex information systems. Includes analysis and documentation of business and system requirement and revising existing system logic difficulties as necessary
- Conducts research and analysis to quantify business opportunities and develops formal recommendations to management
- May use project management and program management methodologies to support a systems development methodology to meet project deliverables
- Provide test scenarios or test criteria based on knowledge gained through business and systems analysis. May provide approval or quality check on test plans or test matrix
- Conforms with and abides by all regulations, policies, work procedures, instruction, and all safety rules
- Exhibits regular, reliable, punctual and predictable attendance
- Global/enterprise technology architecture
- Experience with a combination of Actuarial, Accounting, Financial, HR or Administrative process and applications
- Experienced with various SDLC methodologies
2
Lead Business Application Support Analyst Resume Examples & Samples
- Delivers a value based planning; has a clear product vision; is transparent and uses a product roadmap
- Maximizes the value of a product by incrementally managing business and functional expectations towards the vision
- Develops strong working relationships with diverse business organizations and function as their representative in analysis of solutions to business problems in an agile environment
- Involves stakeholders and managers their expectations
- Works with user groups to provide training, resolve questions, assess needs and recommend changes
- Participates in or lead project initiation processes related to a project charter and work breakdown structure
- Coordinates/Facilitates requirement gathering and user analysis testing in an Agile environment
- Manages relationships with business owners and end users to insure deliverables meet and exceed expectations
- Develops and modifies process and procedure documentation, including user manuals and help documentation
- Challenges others to develop as leaders while serving as a role model. Generates enthusiasm among team members
- Utilizes Software Development Life Cycle practices and adheres to established processes for the analysis, design, testing and roll out of new/modified applications
- Solves complex problems in creative ways; exhibits leadership skills; mentors others across teams; may manage the workload of others
- Advanced skill in business requirements gathering and documenting
- Advanced skill in quality assurance and testing methodologies
- Advanced skill in creating application administrator guides and user documentation
- Advanced business process analysis/mapping skills
- Moderate to high level of ability estimating and budgeting for IT services
- Advanced knowledge of standard SDLC methodologies
- Expert level ability to work and adapt effectively to all levels within and outside the organization; social interaction demands understanding and respect in political/corporate setting
- Expert level communication skills (written, verbal, listening)
- Advanced abilities to work on strategic, tactical and operational levels
- Advanced awareness of cultural differences working within a global company
- Expert ability to accept and embrace change, and manage through ambiguous situations
- Expert ability to work effectively in team environment or independently
- Demonstrates high work ethics, such as being proactive, accountable and responsible
- Advanced experience with MS Office products (Word, Excel, Visio, & PowerPoint) as well as SharePoint
- Moderate level of understanding of ITIL and project management methodologies
3
Senior Business Application Support Analyst Resume Examples & Samples
- Documents use cases for test driven development
- Works with user groups to provide training, resolve questions, assess needs and recommends changes
- Communicates effectively with external and internal teams to ensure the delivery of solutions and/or project’s functional requirements
- Acts as an internal consultant to facilitate business process changes and re-engineer technical processes for increased efficiency and productivity
- Prioritizes based on high business value and ROI, being a customer advocate while managing their expectations in the best interests of the business are key desirable skills for this role
- Proactively seeks opportunities to increase customer satisfaction and support of environment
- Develops and modify process and procedure documentation, including user manuals and help documentation
- Solves complex problems in creative ways; exhibits leadership skills; mentors others across teams
- Well-developed skill in business requirements gathering and documenting
- Well-developed skill in quality assurance and testing methodologies
- Well-developed skill in creating application administrator guides and user documentation
- Well-developed business process analysis/mapping skills
- High level of knowledge of standard SDLC methodologies
- Advanced level ability to work and adapt effectively to all levels within and outside the organization; social interaction demands understanding and respect in political/corporate setting
- Advanced level communication skills (written, verbal, listening)
- Well-developed abilities to work on strategic, tactical and operational levels
- Well-developed awareness of cultural differences working within a global company
- Advanced ability to accept and embrace change, and manage through ambiguous situations
- Advanced ability to work effectively in team environment or independently
- Several years of experience with MS Office products (Word, Excel, Visio, & PowerPoint) as well as SharePoint
4
Business & Application Support Analyst Resume Examples & Samples
- Technology or financial related degree
- Experience working in Asset Management or the Banking sector
- Understand financial instruments (Fixed Income, Derivatives, Equities & FX)
- Understanding of Portfolio Management & Trading, including Order management and execution Management
- Understanding of Windows, UNIX, SQL, Oracle, Including strong database querying skills. Knowledge of SSRS would also be useful
- Competent in all Microsoft Office applications
- Ability to recognise and escalate problems to management or 3rd level support as appropriate
- At least 5 years' experience working in Asset Management or Banking sector
- Relevant experience in providing application support to Front Office teams
5
Business Application Support Analyst Resume Examples & Samples
- Ensure applications are available to business users and that any break-fix issues are dealt with in a timely manner
- Manage the resolution of issues resulting from application checks, including communication to the business
- Ensure support calls are resolved and business users are informed of progress at agreed intervals
- Conduct user training on internal applications as required
- Build and maintain support documentation for all applications
6
Supv, Business Application Support Analyst Resume Examples & Samples
- Direct activities of the team to complete assigned functions
- In collaboration with the manager set team goals, objectives, and priorities in alignment with department goals
- Builds and maintain relationships with customers, peers and leadership across the organization
- Motivating and mentoring individuals and work groups to meet objectives
- Develop training plan, oversee training and development of new employees
- Coaching behaviors to achieve desired results. Writes and performs Performance Appraisals for individuals. Coaches and counsels team members both individually and together towards improved performance
- Facilitate resolution of any problem that arises with a customer
- Provide input to manager on team needs
- Ability to develop roadmaps and assist with strategy planning and execution
- Assists Management in setting budget. Manages to keep within budget
- Ability to work in a multi-site team environment
- Promotes team culture for the department
- Bachelor’s degree in related business field or equivalent knowledge
- Minimum of 8 years relevant work experience
- Self-motivated, service oriented
- Excellent interpersonal and analytical skills
7
Business Application Support Analyst Resume Examples & Samples
- Take an active role in creating an environment of innovation, collaboration, transparency, accountability and trust
- Collect, develop, review and edit requirements, specifications, business processes and recommendations related to proposed solution
- Considerable interaction with people at all levels internally as well as with people in the client organization(s)
- Develops functional specifications and system design specifications for client engagements
- Ensure issues are identified, tracked, reported on and resolved in a timely manner
- Work with client personnel to identify required changes
- Define and refine test conditions
- Communicate needed changes to development and operational teams
- Prioritize multiple tasks effectively; may be responsible for assigning and reviewing project tasks completed by others
- May lead team and client meetings
- May need to train users on new or modified software
- Communicate effectively with clients to identify needs and evaluates alternative business and technical solutions
- Solve complex problems in creative ways; significant initiative and independent judgment required; make varied decisions; operate with substantial latitude for un-reviewed action or decision
- Typically plans, conducts and supervises assignments, reviews progress and evaluates results
- Exhibits leadership skills; mentors employees across teams; may manage the workload of others
- The ideal candidate will have a minimum of 5 years experience for the Senior level/8 years for the Lead level including the following: research, analysis and system design, project management methodology, business systems consulting, life cycle development, and data mapping
- Must be able to develop and execute application test plans and document the results
- Participate on a project team and or agile team in a supporting role or as a Scrum Master, working closely with the project manager and/or business key contacts
- Apply project management and/or agile methodologies to track progress of the project through an automated tool
- Participate in an architectural review of a technical solution
- Participate in the “as is” and “to be” analysis of a new development or re-engineering effort
- Have the ability to formally present recommendations to the clients in an oral or written format
- Will have knowledge of computer systems, understanding of information flows and system interrelationships
- Working knowledge of desktop tools such as Word, Excel and project management tools such as MS Project or Version One
- Experience in the insurance industry a plus
- Job and compensation levels depend upon an applicant’s qualifications including the extent of his/her relevant experience and other job related factors and will be determined by hiring supervisors/managers and HR
- A Bachelor’s Degree, preferably in Information Technology, or equivalent combination of education and experience in a business area is preferred
- Certified Business Analysis Professional designation is helpful
8
Business Application Support Resume Examples & Samples
- Act as the TSS focal point coordinating tools testing, deployment and operational support
- Champion global strategic tools
- Educate and support the end users of TSS local tools
- Report on application status
- Understand organizational resources, priorities, needs and process
- Analyze complex/new global TSS situations, anticipate potential problems and future trends, assess opportunities, impacts, and risks
- Adapt communication and approaches to close negotiations with various partners
- Capable of learning new skills and retaining knowledge
- Attention to detail and take ownership where required
- Strong leadership, organization and planning skills
- Experience with Microsoft Office (Word, PowerPoint, Excel, Outlook)
- Excellent command of spoken and written English (B2-C2 level)
- Excellent presentation and communication skills
- Master’s degree in Computer Science or Engineering
- Technical Support Services delivery process knowledge
- Knowledge and experience with IBM TSS tools – RETAIN, RCMS, CCWIN, ECUREP, CEDS, etc
9
Business Application Support Resume Examples & Samples
- IT or Computer Science. Min. 2.2 honors degree
- Financial product and financial services industry process knowledge
- Strong IT Literacy, including advanced MS Excel skills
- Strong inter-personal, analytical and problem-solving skills
- Ability to be flexible and work effectively both within a team structure or independently
- Good initiative tempered with identifying when escalation is required
- Reliable and Dependable, Approachable, Committed
- Take ownership of designated tasks, and have a strong dedication to customer service
- Be able to keep calm and function in a fast paced and high pressure environment
- Demonstrate sensitivity in handling confidential information
10
Business Application Support Resume Examples & Samples
- Application functionality system support including calls, emails of multiple applications along with UAT testing and implementation of system upgrades
- Demonstrated proficiency in leading business process improvements delivering significant value to an organization strongly preferred
- Understanding of the commercial lending process
- Knowledge of the AFS Level III (Accounting system), CLO (Commercial Loan Origination) and Moody's Risk Analyst, strongly preferred
- Ability to handle multiple ongoing responsibilities
- Ability to build strong relationships
- Strong presentation and team faciliation skills
- Proficiency with Microsoft Office applications including Visio and Power Point
- Additional Jira and Remedy experience is preferred
- 2 to 4 years of related experience
11
Business Application Support Analyst Resume Examples & Samples
- Bachelor's degree, preferably in ICT or Finance, or equivalent experience or knowledge
- 5-7 years’ work experience in an international financial environment
- Well-developed in business requirements gathering and documenting, QA and testing methodologies
- Understanding application security and related compliance processes
- Moderate level of ability estimating and budgeting for IT services
- Advanced level ability to work and adapt effectively to all levels within and outside the organization
- Well-developed in root cause analysis
- Proficient in English, both in writing and verbally
- Ability to work effectively in team environment or independently
- Preferable experience with Financial system administration tasks
12
Business Application Support Analyst Resume Examples & Samples
- Bachelor degree, preferably in ICT or Finance, or equivalent experience or knowledge
- Well-developed in business requirements gathering and documenting, quality assurance and testing methodologies and creating application administrator guides and user documentation
- Well-developed understanding of application security and related compliance processes, business process analysis/mapping skills and in root cause analysis
- Moderate experience working with Service Level Objectives (SLO) management & reporting
- Advanced awareness of cultural differences working within a global company and ability to work effectively in team environment or independently
- Advanced experience with MS Office products (Word, Excel, Visio, & PowerPoint, SharePoint)
- High Level of knowledge of standard SDLC methodologies
- Understands services provided by AGT and knows AGT service owners and key contacts
- Understands Aegon structure and senior management and recognize organizational politics and responds appropriately
- Has knowledge of insurance and financial services industries
13
Business Application Support Resume Examples & Samples
- Work as 2nd line support for shop floor business applications on .NET platform
- Daily business application support: Incident and problem management (2nd line business application support), including escalation and follow-up of existing cases
- Implementation of standard adjustments to application, based on specified business requirements
- Maintaining communication and business relation with different stakeholders: business key-users, users, delivery managers
- Work in international groups
- Proven record of experience in work with Business Application support
- Fluent in both written and spoken French and English
- Proven experience in working in a multi country and culture environment
- Strong customer/business focus
- Collaboration mind-set within and across global teams
- ITIL and/or ITSM knowledge
- Abilities to travel abroad
- Organized and structured
- Bachelor or Master’s degree in Computer Science or related
14
Junior Analyst, Business Application Support Resume Examples & Samples
- Analysing functionality within an application as a result of a change to the application or to find a solution to a current issue or to enable a future opportunity or to acquire knowledge in order to improve support & other services
- Functional analysis is application-specific and will in general be required in order to answer a “how to” question, whether in the context of a project, client integration or new business requirement
- Proposing better ways to use applications such as: archiving, cross-training, exploring existing but unused functionality and reducing manual workload
- Change request & coordination
- Release management
- Design and/or execute test cases using the guidelines and methodlogy as defined by QA globally
15
Business Application Support Resume Examples & Samples
- Answer incoming client and customer calls
- Troubleshoot software and hardware issue via phone
- Train end users in the use of equipment and software
- Acquire and maintain expert knowledge of emerging desktop technologies and software applications
- Fully document all cases in call tracking software and escalate to appropriate queue
- Escalate support call to supervisor as necessary
- Assume ownership of project-related tasks as needed or assigned
- Act as liaison between clients or customers and other IT organizations or external IT vendors
- Strong Communication Skills - Written and Verbal
- Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange, Visio, and Outlook
- Demonstrated experience supporting customer interactions and troubleshooting
- Experience supporting database software such as Fox Pro
- Experience supporting proprietary software applications
- Troubleshooting web browsers and security settings
16
Business Application Support Analyst Resume Examples & Samples
- Supporting the business in the use and development of existing scientific and business applications. These include Labware LIMS, OpenLAB, Q-Pulse, IMS, CRM, Results Online, Enterprise Vault and Data Manager
- Analysing the business needs of internal clients and stakeholders to help identify business problems and propose solutions and effectively implement the solution, providing appropriate training and support
- Application owner and technical lead for Labware LIMS. Responsible for reviewing the application and developing to meet business needs
- Technical lead on-site for systems and business applications, these incorporate but are not limited to Labware LIMS, OpenLAB, Q-Pulse, QlikView, NPrinting, IMS, Enterprise Vault and Data Manager. Also responsible for administering and reviewing on-site systems and business applications
- Provide 1st/2nd/3rd Line support and advice for scientific and bespoke business applications at all levels of the RSSL business using established procedures for fault reporting and change management. Systems supported include; LIMS, CRM, Results Online, OpenLAB, IMS, Q-Pulse, Network Support, Data Management
- Participate and advise in formulating plans for improvements to systems and infrastructure. Technical partners, suppliers and functions include HP, BT, Annodata, Agilent, LabWare, Thermo Fisher, Network Team, Active Directory Team
- Apply analytical skills to change requests, which could be high-level or lacking in detail. Act on these business needs, identifying solutions to quickly resolve issues related to scientific or local business applications
- Plan, project manage and execute the implementation of changes to systems, networks and implementation of new software with minimal disruption to operations
- Perform training requirement analysis and deliver training to staff
- Ensure the delivery of IT systems meets operational quality standards and complies with appropriate regulatory and legislative requirements
- Proven experience of providing 1st/2nd line support on a wide range of applications and/or significant proven experience with laboratory specific software such as Labware LIMS, OpenLAB, Q-Pulse, IMS, CRM, Results Online, Enterprise Vault and Data Manager
- Extensive knowledge of all Microsoft Windows platforms and an understanding of active directories and relational databases
- Strong listening skills
- The ability to learn on the fly
- Action Orientated
- Strong interpersonal skills and the ability to develop productive working relationships across departments
17
Senior Business Application Support Analyst Resume Examples & Samples
- Financial Services and Insurance industry experience
- Experience of various SDLC methodologies
- Multi-lingual is helpful
18
Business Application Support Analyst Resume Examples & Samples
- Application Support
- Ensures that all requests raised by clients and users are handled timely and appropriately
- Answers questions, clearings faults, proposes solutions, and/or arranges for appropriate measures to be taken
- Tracks, troubleshoots and resolves application related issues
- Evaluates client requirements and processes (eg. Enhancements or maintenance)
- As a liaison between the vendor and users, effectively communicating in both business and technical terms
- Interacts with clients, vendors, FCC employees and other Fidelity firm wide partners
- Documents all problems and assists in their resolution
- Customer Relations & Service
- Take ownership of solving a customer's problem promptly; use all available resources to achieve the best outcome
- Deliver seamless customer service through teamwork and collaboration
19
Business Application Support Analyst Resume Examples & Samples
- Responsible for defining, planning, and monitoring all application support activities for IT applications including troubleshooting, performance monitoring, recommendation of resolution
- Serve as an escalation point for difficult problems and complex inquiries
- Lead periodic problem analysis meetings with all parties involved in the delivery of application services to clients
- Assist in the recovery of DCP major system outages, interfacing with numerous stakeholders for DCP application and support teams
- Escalate issues and seek advice from Level 3/development team on complex issues or problems in a timely manner
- To provide a reliable, consistent and friendly support service, for all support queries and adhere to service management principals and defined processes
- Incident and Problem management using the ITIL framework
- Provide incident and problem management within agreed SLA’s; encompassing initial response, customer follow up and incident resolution/closure (with a primary focus on problem and major incident management)
- Participate in problem management reviews with senior analyst and manager
- To ensure that all policies and procedures are maintained, reviewed regularly and fully adhered to. This also includes the review and updating of support process documentation
- To maintain and develop knowledge, skill and competencies in agreed areas
- Ensure that system downtime is kept to a minimum and that users are kept informed adequately of any issues which might impact their normal operations
- Identify and characterise users training requirements
- To identify and champion opportunities to improve Support and Development lifecycle processes and procedures
- Test migration procedures and system administration tools and document processes as required
- Participate in post implementation reviews
- Act as a subject matter expert on the DCP Licensing business and how it relates to their use of DCP Licensing IT contract lifecycle management suite of applications
- Provide input on the design of new/enhanced DCP IT applications by analyzing requirements; constructing workflow charts and diagrams; studying system capabilities; writing specifications
- Maintain system protocols by writing and updating procedures
- Monitor service performance and recommend areas of focus for continuous improvement initiatives
- Responsible for delivering on-time, in-scope and in-budget small to medium sized projects
- ITIL Service Delivery Experience
- Must be extremely organized and capable of tracking many issues simultaneously
- Needs to demonstrate the ability to build consensus and support from the IT organization on the solutions being proposed
- Previous knowledge working in an IT ticketing system (HP Service Manager, CA Service Desk, Remedy, ServiceNow etc.)
- Demonstrable technical background with experience of Relational Databases and be able to query databases to obtain and analyse data
- SOX’s awareness and compliance
- Contract Administration, Revenue Accounting
- Insight Application Support
- Interface Support, (SAP & Insight)
- Licenses Lifecycle Management
- IP Asset Management
- 2 years’ experience supporting bespoke applications
- 2 years’ Service Delivery and Service Support experience
20
IT Business Application Support Analyst Resume Examples & Samples
- Improves current IT procedures by studying current practices, and recommending modifications
- Recommends controls by identifying problems, and writing improved procedures
- Maintains system protocols by writing and updating procedures
- Provides references for users by writing and maintaining user documentation, providing help desk support, and training users
- Maintains user confidence and protects operations by keeping information accurate
- Prepares technical reports by collecting, analyzing, and summarizing information and trends
- Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications
- Establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies
- Manages Microsoft License Agreements, Contracts, and Premier Account Management
- Prepare and write training materials, manuals, brochures, and other technical pieces of literature
- Edit documents for grammar and clarity
- Develop technical content for a variety of users
- Use technical content to resolve business communications issues
- Write operating instructions, how-to-manuals, and assembly instructions
- Develop documentation for computer programs
- Set up communication systems with customers to assess level of satisfaction
- Develop quality control processes
- Work alongside business analyst, project management, systems engineers, and IT management to write process controls and functions
- Manage flow of information within groups during development and testing
- Oversee the preparation of illustrations, photographs, diagrams, and charts
- Translate complex concepts into easily understandable language
- Conduct usability studies
- Assist with improving upon design of a product
- Conduct research on topics through observations and discussions
- Demonstrate understanding of subject matter
- Use technology on the Web to blend text, graphics, multidimensional images, and sound
- 5+ Years Dynamics CRM 2011 or above experience
- 5+ Years Dynamics AX 2009 or above experience
- 7+ years of experience functioning as a functional consultant and/or developer
- 7+ years of overall IT experience
- 5+ years conducting systems analysis activities
- 3+ years leading documentation and procedure development
- 5+ years working activity with the business community and technology staff
21
Senior Mgr Business Application Support Resume Examples & Samples
- Manage and follow up on the day-to-day incidents related to the Commercial Business Applications
- Track and report on all support related metrics on Incidents, Service Requests and Change Requests
- Develop, co-ordinate and promote the effective functioning of problem management activities, including root cause analyses, corrective and preventative actions and implementation of correction actions
- Work closely with the business team to document the business impact on reported Incidents and requested Service Requests and technical staff to ensure solutions adhere to company standards
- Works with project teams to ensure a seamless transition from the development team to the support team
- Provide input to administering and maintaining all production and internal environments
- Examine potential areas for service improvement, provide input and prepare recommendations for review
- Track performance against internal SLAs and other appropriate metrics for reporting to internal and external stakeholders
- Strong knowledge of Pharmaceutical Industry with a focus on the Commercial (Sales, Marketing) business processes and IT platforms/systems
- Experience in technology/application support roles within a life sciences organization
- Knowledge of commonly used metrics and SLAs related to business support services and application maintenance
- Experience with IT support models including ITIL would be preferred
- Knowledge of industry and technology trends and best practices in data integration, application integration, information management, and analytics
- Ability to understand technical aspects of problems to apply analytical skills and address the issues
- Experience working with SaaS model and onshore/offshore model
- Results oriented with a great attention to detail and must be able to manage multiple requests under deadlines
- Strong critical thinker with problem solving aptitude
- Possess strong problem solving skills including problem definition, alternatives identification and analysis, and decision making
- Excellent communication and interpersonal skills with the ability to communicate well at all levels
- Familiarity with GxP Applications commonly used within the Pharmaceutical industry
- Bachelor's degree in Computer Science, Engineering or analytical related field required, Master’s degree preferred
- 7+ years' experience in leading technical teams in life science industry
- Expertise in operational analytics, reporting and metrics
- Supporting contracting processes and service level definitions
- Process management and process improvement methodologies, such as Six Sigma, LEAN, PMBOK/Project Management etc. is a plus
22
Global Sales Operations Business Application Support Analyst Resume Examples & Samples
- Determine if requirements can be achieved with current system capabilities, configuration change or system enhancement
- Ensure that system enhancements are efficient and successfully meet customer requirements
- Influence process decisions based on data driven facts, neutralize emotional escalation
- Write and execute unit and integration test cases, coordinate user acceptance testing (UAT) with Testing Manager, as applicable
- Collaborative approach to change management when Implementing new processes and system enhancements
- Develops training material, process flows, work instruction for hand-off to Training Managers to execute end user training, (Train the trainer)
- Primary contact for operations Issues; system outages, anomalies, break-fix emergencies
- Considers on-going training needs as determined through help-desk and troubleshooting support
- Responsible for system configuration; control settings and defaulting rules
- Key participant in monthly change control board meetings; prioritization of new requests, testing development efforts, engagement strategy
- Contact for system access rights in compliance with SOX-404 Segregation of Duties
- BS/BA/MBA in Supply Chain Management (or related field) or Equivalent Work Experience
- Experience with Oracle Order Management software
- Strong Leadership and Interpersonal Skills
- Strong Analytical, Problem Solving, and Execution Skills
- Strong Communication and Teaching Skills
- Ability to Organize and Drive Multiple Project Activities concurrently
- Project Management Process and Tools Competency
- Subject Matter Expertise (SME) for assigned area of responsibility
- Ability to Conduct Detailed Data Analysis and Data Coordination across Different Systems
- Ability to Translate Business Requirements into Technical Solutions
- Ability to Influence Decisions
- Ability to Evaluate Technical Capabilities and Relate Them to Business Solutions
- Experienced in Working with various Software Systems -
- Strong local language skills
23
Business Application Support Technician Resume Examples & Samples
- Primary triage support for field inventory and order management systems, ensuring system availability and accurate functionality. Support could include non-standard business hours
- Assist/conducts required training of field and internal personnel to ensure adherence to the business process while administering system user accounts, contact records and setup
- Be a subject matter expert on existing systems and their use of inventory/order management and customer master data
- Performs related duties and assists with projects as required
- Ability to communicate professionally and respectfully in conversation, written form to include common types of electronic media such as email, instant messaging, documentation, etc. Ability to interact and respond to common inquiries from local staff, Distributor personnel and other internal and external stakeholders
- Possess critical thinking ability to solve systematic problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
- Must have the ability to work effectively in team environment, act with urgency and interact with many departments on all levels
- Bachelor’s degree or technical field degree preferred. 2 to 4 years of experience required, preferably working with support activities related to field inventory/order management applications
- Knowledge of inventory management (both orthopedic implant and instruments) preferred
- Computer skills (MS Office suite, ERP)
24
IT Business Application Support Resume Examples & Samples
- Researches the root cause of problems, uses advanced diagnostic tools and problem solving techniques for complex issues, and serves as an escalation point for both level 1 and 2 technicians. Reviews level 1 and 2 cases for thoroughness and accuracy. Follow-up issues & request
- Insures adherence to service level agreements. Possesses a complex understanding of Business Unit functions and escalates reported problem
- Responsible for administrative tasks and improvement to the problem management system
- Analyze problem management reports for IT and Business Units
- Conform to the Systems Development Standards when developing and maintaining systems
- Establish and maintain a client relationship with a customer service perspective that is professional, courteous and respectful. Provide reporting to management as required
- Conform to Problem Management Policies and Procedures when resolving assigned production support problems
- Conform to Change Management Policies and Procedures
- Acquire and maintain required business knowledge for the client area
- Produce periodic Status Reports
- 1 -3 years' experience with application support for financial business applications i.e. SAP, Oracle, BI
- 2-year college degree in Computer Science, Business Administration, related fields, and/or equivalent experience
- Advanced analytical skills essential: PC\MAC skills (MS office products, Word, Excel, Outlook)
- Strong understanding of LAN, WAN, Internet & Networking functions
- Proven ability to provide significant technical assistance in the use of IT systems, including workstations, mobile devices and other IT supported equipment and software
