Job Overview:
We are recruiting for an Application Support Analyst to join a dynamic team in the greater Indianapolis area.Get ready to redefine what's possible and discover your extraordinary potential at Covance. Here, you'll have the opportunity to personally advance healthcare and make a difference in peoples' lives with your bold ideas and unique point of view.

Responsibilities/Duties:

• Manage and resolve incident, service requests and problem tickets for assigned applications within designated performance metrics and in accordance with all applicable SOPs, team processes and management guidelines. (85% of time)

• Develop and maintain technical documentation for Application Support (5% of time)

• Conduct thorough system analysis (5% of time)

• Provide off-hours and / or escalated support through participation in rotating coverage 24 hours a day, 7 days a week. (5% of time)
o Perform the role of an Incident Manager to drive the return of service due to an incident

Education/Qualifications:

• Bachelor's Degree required or equivalent in experience
• Certified technical professional in relevant technologies

Experience:
Minimum Required:
• Five or more years of experience in researching technical issues and problem resolution (Incident Management and Problem Management)

• Three or more years of experience with applications used with Clinical Laboratories such as:

o Zavacor - a clinical trial management system, responsible for the vast majority of all study and sample management activities

o Envision - LabWare based Laboratory Information Management System (LIMS)

Additional Skills:

• A solid understanding of ITIL concepts
• Ability to act as an Incident Manager and drive toward incident resolution
• Experience in root cause analysis efforts for Problem Management
• Some coding and / or support experience
• Some functional experience
• Experience in software and development tools used by Covance
• Ability to mentor staff
• Ability to enhance/develop new processes/standards
• Ability to multi task and prioritize their own work and assignments based on business need
• Able to work independently and in small to medium size teams
• Ability to communicate to effectively with multiple areas in IT and the business and provide recommendations for technical solutions