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Support Engineer II

Company: BioTelemetry, Inc.
Location: Rochester
Posted on: November 21, 2020

Job Description:

BioTel Research is a division of BioTelemetry, Inc., the leading remote medical technology company focused on the delivery of health information to improve quality of life and reduce cost of care. Recognized as an industry pioneer, we are experienced in all phases of clinical trials, across all major therapeutic areas and all global regions. We are experts in medical imaging and cardiac safety, and have the unparalleled capability to test drugs and devices from early research through post-marketing surveillance. We are passionate about connecting people with solutions that save lives, and our growth reflects our focus, commitment and passion for the important work we do each day. As one of the fastest growing connected health companies in the market, we are looking for people to join our team who share our passion and focus. Support Engineer II The Support Engineer II is the highest tier of support for clinical systems, and has thorough working knowledge of architectural design and operation of clinical systems in order to ensure consistent, reliable operations for internal and external stakeholders. Additional responsibilities include supporting timely customer delivery, clinical study setup activities and supporting the externally facing Customer Support department as a second tier escalation point. The Support Engineer II regularly interacts with Project Management, Data Management, Medical Operations and Customer Support groups, as well as vendors in order to support third party or commercial off the shelf (COTS) applications. Essential DutiesResponsibilities bull Obtaining in-depth knowledge of various BioTel Research proprietary and third party operational systems and applications bull Providing remote and in person support to users of the BioTel Research proprietary and third party operational systems and applications bull Serving as the initial point of contact to users while troubleshooting and solving customer issues bull Recording all incidents in a work management system to include ensuring timely responses to and closure of reported indents, documenting all incidents in a comprehensive manner bull Escalating issues to appropriate personnel for problems that cannot be resolved in a timely manner bull Performing data delivery, reconciliation, and reporting tasks as requested by clinical data management staff bull Performing education and training to users on how to properly and effectively use BioTel Research proprietary and third party operational systems and applications bull Creating and maintaining support documentation for BioTel Research proprietary and third party operational systems and applications and ensuring that documentation is updated and maintained in organizational knowledge base bull Supporting technical development initiatives, including installation, implementation and testing of new or upgrades systems and applications bull Scheduling and prioritizing of production support requests bull Working with clinical Subject Matter Experts to design and maintain workflows prior to the transfer to production Education and Experience Requirements bull Bachelor's Degree in Computer Science or Information System, or equivalent experience. Higher degree a plus bull 7 years' experience supporting database driven applications bull Experienced with data extraction, transformation and loading (ETL) using Microsoft SQL and formats including XML and JSON bull Experience working in a regulated environment, preferably in the FDA or healthcare related fields bull Experience with .NET and Java programming a plus bull Experience performing routine database administration tasks in PostgreSQL a plus bull IT service management experience a plus Required Knowledge, Skills, and Abilities bull Solid understanding of the following Windows infrastructure, network, computing technologies and database administration using MS SQL Server, Web technologies (HTML, Java, etc.) bull Desire to identify and leverage appropriate new technologies bull Strong communication and problem solving skills bull Ability to think analytically and critically and effectively communicate with customers and other personnel in order to translate and synthesize business needs into solutions bull Ability to develop robust, fault tolerant systems bull Ability to effectively investigate technical issues with vendors and non-technical customers in order to solve reported issues bull Ability to become a respected, trusted advocate for technology within the enterprise bull WECARE - BioTelemetry based customer centric program bull Ability to meet demanding deadlines bull Ability to organize own work and prioritize multiple project commitments bull Ability to work independently bull Ability to work collaboratively with a team across team members who are geographically dispersed bull Commitment to quality, including thorough testing of own work products bull Ability to author and present system documentation deliverables such as design documentation for software applications in clear, straightforward language bull Applies technical best practices and relevant industry standards, as well as experience in developing or updating business procedures EEOAAP - Biotelemetry provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state or federal law. NOTE This job description is not intended to cover or contain a complete listing of all duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice. LI-EJ1 DCE

Keywords: BioTelemetry, Inc., Rochester , Support Engineer II, Other , Rochester, New York

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