Application Support Specialist

hace 3 meses

Guadalajara, México AstraZeneca A tiempo completo

Positions are open to Mexican Citizens and official residents of Mexico.

Location: Guadalajara (hybrid)

Strong English required

**Must submit Resume in English.**

**Leverage technology to impact patients and ultimately save lives**:
**Introduction to the role**:
**About the role**

**The main responsibilities of the role are, but not limited to**:

- Ensure optimum performance and stability for Enablon Platform
- Monitor production system to ensure it is operating in a manner consistent with Service Level Agreements (SLA’s)
- Take lead during remediation of priority incidents (**P1 **& **P2**) and update all collaborators as appropriate in alignment in AstraZeneca priority communication process.
- Take ownership of issues right from the time it was reported till remediation by meeting Service SLA’s
- Proactive in identifying areas for process improvement or finding opportunities for Automation
- Develop specialist knowledge by upskilling in relevant systems, detailing and sharing that knowledge, as the need arises, with global teams
- Liaise with stakeholders including users, infrastructure/middleware teams, 3rd party software vendors for resolving issues and potential process improvements
- Involve in monthly Release and new feature testing activities
- Connect with external vendors for any issues/modifications/amendments/improvements

**Essential Experience: (Must have skills)**
- Good knowledge of ITIL Framework and ability to explain concepts of Incident, Problem, Change and Release Management Process
- Experience working on IT Service management tools like Service Now, Remedy or Service Manager
- Ability to tackle difficult technical / functional issues with ease and complexity
- Ability to explain solutions to problems in plain language
- Manage end user communication regarding major incidents, such as: service interruptions, general information etc.
- Supporting planned or adhoc activities as appropriate
- Expertise in Agile ways of working
- Prior Experience with Enablon(any EHS System) would be added advantage.

**Personal Attributes**:

- Good interpersonal skills - spoken and written
- Experience working with global teams
- Self-starter with good time management skills
- Ability to work independently and provide support to team members
- Willing to work between shifts 2pm to 11pm) as needed
- ** Ability to work on multiple priorities with demanding timelines without having to be reminded**
- ** Must support during weekend (as and when appropriate) which may include US support hours (2200 - 0700 IST)**

**Educational Qualifications**
- Degree in Computer Science/Electronics or equivalent

**WHY JOIN US?**

When we put unexpected teams in the same room, we ignite ambitious thinking with the power to encourage life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our outstanding and adventurous world.

We are a team of inquisitive minds, hard-working, digitally savvy innovators who unite together as one to simultaneously support and push each other forward. We offer countless opportunities for growth and development. With us, you will build an outstanding reputation working at a globally world-class business.

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