Application Support Specialist - AA0719

In the context of a project aiming at collecting biospecimen for research purpose, IBBL is setting up an information system for the automated collection and exchange of internal and external data .In this position the Application support Specialist will be serving as the first point of contact for internal users and customers seeking assistance on business software applications. He/she  will also be responsible for communicating with our programming staff about software problems.
Rue Louis Rech 1, Entrée B, Dudelange L-3555, Luxembourg
01/08/2019 18:16:55
Key Accountabilities
  • Provide help desk support for problems and service requests related to business software applications while following internal operating procedures to ensure the customer’s satisfaction related to Laboratory Information Management System, Laboratory Instruments and Printers, Bio-samples Data imports and exports, Others Laboratory Applications and Reporting;
  • Helpdesk IBBL BIS Coordinator;
  • Escalate complex problems to relevant individuals and service providers;
  • Troubleshoot issues in person, remotely and via phone;
  • Operational support such as problem determination, incident resolution, incident escalation, critical situation disposition and closure;
  • Organise and build-up the support knowledge database using Confluence, JIRA and SharePoint for all applications used within IBBL;
  • Assist in creating and maintaining documentation, SOPs as well as executing test scripts in order to grasp knowledge on the application features to support;
  • Work with cross-functional teams to resolve customer’s issues and requests related to business applications;
  • Collaborate with business subject matter experts, business analysts and developers to become a subject matter expert in multiple key enterprise applications. 

  • Bachelor's degree in IT or equivalent combination of education and experience;
  • 3+ years’ experience in a similar support role focused on customer service;
  • Experience resolving support issues, in person, remotely and via phone;
  • Knowledge of trouble ticketing platforms and ideally their customisation (e.g. JIRA, Confluence, GLPI);
  • High attention to details related to integrated functional data flows
  • Experience collaborating across multiple teams including Product Owners, Business Analysts and Software Developers to deliver a solution;
  • Excellent problem solving and strong communication skills (both oral and written);
  • Positive attitude, commitment and dependability;
  • Good knowledge of the database structures (Oracle, MySQL...) and of SQL language Command of Windows Office programs (Access, Excel, Word...) and their development language and tools;
  • Programming experience (RDBMS, Perl, APEX, PL/SQL, Python, Java, JavaScript, REST, HTML);
  • Technical certifications in a variety of technical platforms are welcomed, but not required;
  • Good knowledge in Unix/Linux System. Experience on a reporting tool is a plus;
  • Ability to manage flexible missions (multitasks and multi priorities) and flexible hours of work (workdays :  from Monday to Friday or from Tuesday to Saturday);
  • Fluent in French and English with proof of excellent written skills in both languages;
    Any other language in use in Luxembourg would be an asset.
CDI - Full time - Available immediately