Overview Monitor tickets for severity and impact; provide software support for existing applications; troubleshoot and analyze problems and requirements; research and design short-term and long term solutions; monitor issues for trends, and convert tickets to projects when required. Continually drive software improvements of multiple enterprise wide systems across all IT Lab and operational applications and ensure seamless support of our customers.
Responsibilities- Lead the design, development, and delivery of new enhancements for IT applications., ensuring alignment with business needs and technical best practices.
- Collaborate with vendors to implement statement of work and enhancements , ensuring timely execution and quality delivery.
- Proactively monitor and maintain hardware and software components, ensuring systems are up to date and free from end of life dependencies.
- Work closely with cross functional teams to support application upgrades, integrations, and performance optimizations.
- Troubleshoot and resolve technical issues, ensuring system stability, security and scalability.
- Respond to issues in accordance with established Standard Operating Procedures and Service Level Agreements
- Communicate proactively with Business to assess issues and provide periodic status updates, both short-term and long-term
- Perform assessment analysis to identify scope of problems and escalate recurring issues to management
- Support Problem Management calls; provide technical skills to research issues as required and participate on escalations and issue resolution teams to address chronic, priority issues
- Analyze issues by performing root cause analysis, research, and design short-term and long-term solutions
- Maintain proficiency in Q-Suite product expertise and serve as an internal consultant in multiple Q-Suite applications and functionalities
- Keep abreast of the new Quest Diagnostics technologies and organizational impact
- Demonstrate ability to communicate effectively with all levels, including customers, technical personnel, and management.
QualificationsEducation Preferred: BS/BA degree in Computer Science/Information Systems or related field, or equivalent combination of education and work experience.
Required Work Experience: - 3-5 years' experience in technical support and troubleshooting of multiple enterprise-wide systems
- 3 to 5 years Customer Service experience
- Preferred - 10 years M/Cache development experience
- Preferred - 10+ years healthcare development experience
- Experience with ticketing system such as Service Now
Skills: - Should possess a working knowledge of mobile hardware components, mobile applications, and web-based applications
- Application experience with MS Windows, MS Office, MS Lync, MS Outlook, and wireless communications/mobile device management
- Excellent proficiency in problem solving and troubleshooting production issues
- Excellent program debugging and proficiency in troubleshooting production issues
- Excellent interpersonal and communication skills
- Excellent organizational, time management, customer service, prioritization, and multi-tasking skills
- Excellent knowledge of and proficiency in the software development lifecycle phases, project management, process management and change management
Preferred Work Experience: - Development of software solutions utilizing a variety of programming languages including JAVA, SQL, C or C , PRO-IV, Wiki etc.
- Knowledge of Laboratory Information System
Competencies: - Learning on the Fly; Decision Quality; Priority Setting; Customer Focus; Problem Solving; Informing; Technical Learning; Functional/Technical Skills
Other: - Rotational weekend/holiday support on-call as required
- Day Shift Hours - Slight change in shift hours may be required to provide adequate overlap of support coverage
EEO Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets