Production Support Engineer II

Company: BioTelemetry, Inc.
Location: Rochester
Posted on: October 19, 2020

Job Description:

Overall Job Summary The Production Support Engineer II is the highest tier of support for analysis platform systems, and has thorough working knowledge of architectural design and operation of the systems in order to ensure consistent, reliable operations for internal and external resources. Additional responsibilities include supporting timely customer delivery, clinical study setup activities and supporting the internal facing departments as a first tier escalation point. The Production Support Engineer II regularly interacts with Project Management, Data Management, Medical Operations and IT. Essential DutiesResponsibilities bull Obtaining in-depth knowledge of proprietary analysis platform and other operational systems and applications bull Responsible for Setups of more complex and unique studies bull Providing remote and in person support to users of the proprietary and third party operational systems and applications bull Provide Support to Engineer 1 on issues that are more complex bull Serving as the initial point of contact to users while troubleshooting and solving analysis platform issues bull Recording all occurrences in a work management system to ensure timely responses to and closure of reported indents. bull Tracking issuesmetrics to identify recurring trends that need software fixes 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 data management staff bull Provide support on audits for Quality, executing queries that involves writing to the production database bull Writing custom database reports bull Creating and maintaining support documentation for project set-up activities and third party operational systems and applications and ensuring that documentation is updated and maintained in an organized manner 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 Technical Lead to design and maintain workflows prior to the transfer to production bull Fostering a collaborative environment bull Writing common Python libraries to standard data access and operation bull Writing stored procedures to automate the repair of commonly occurring issues bull Identifying general prod support process improvements bull Other duties as assigned Education and Experience Requirements bull Education o Bachelor's Degree in Computer Science or Information Systems, or equivalent work experience o Higher degree a plus bull Relevant Work Experience o 7 years' experience supporting database driven applications o Experienced with data extraction, transformation and loading (ETL) using Microsoft SQL and formats including XML and JSON o Experience working in a regulated environment, preferably in the FDA or healthcare related fields o Experience with .NET and Java programming a plus o Experience performing routine database administration tasks in PostgreSQL a plus o IT service management experience a plus bull LicensesCertifications Required Knowledge, Skills, and Abilities bull KnowledgeAbilities -Technical Skills o Desire and ability to quickly learn about the business, technical and functional intricacies of BioTel Research proprietary and third party operational systems and applications and provide efficient, competent support of those systems and applications to users o Demonstrated overall IT literacy o Solid understanding of Windows infrastructure, network computing technologies and database administration using MS SQL Server o Solid understanding of Web technologies (HTML, Java, etc.) o Demonstrated ability to effectively manage concurrent projects, issues and other responsibilities o Demonstrated ability to perform job functions in compliance with organization procedures and policies o Analytical thinker with excellent problem solving, investigation, diagnostic and teamwork skills o Self-starter with the ability and desire to dig into complex problems bull Communication Skills (VerbalWritten) Demonstrated strong verbal and written communication skills, customer service skills, and self-management skills bull ManagementLeadership Skills bull Customer Service o WECARE - BioTelemetry based customer centric program 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 , Production Support Engineer II, Professions , Rochester, New York