Senior Support Specialist, Bioinformatics Good Start Genetics
THIS JOB HAS EXPIRED Good Start Genetics is searching for a full time Senior Support Specialist to primarily assist the Informatics team in requirements gathering, documentation, system design and production support in a clinical laboratory business environment. The candidate is responsible for acting as the interface between Informatics and stake holders. Domain expertise and experience operating in a laboratory are essential qualities of the successful candidate, as are superior people skills.
While prior technical support experience is not a requirement for the position, the candidate must be comfortable in dealing with technology from the user perspective, and must have superb customer relationship skills. The candidate must be prepared to join an intense, goal-oriented group engaged in building and enhancing a complex Laboratory Information System (LIS) for our scientists and technicians.
Demonstrated ability to successfully perform the various aspects of the Analyst role across multiple, complex system implementations with custom and/or third party applications.
Determines operational objectives through interactions with users and mining support issues.
Helps software development team to design new applications by analyzing requirements; constructing workflow charts and diagrams; studying system capabilities; writing specifications.
Support development team and QA with testing activities and needs. Coordinate and participate in User Acceptance Testing as needed.
Detailed understanding of SDLC life cycle.
Excellent communication, facilitation and requirement gathering skills
Excellent planning and organizational skills
Serve as an escalation point for production support. Work with project team to identify and research problem trends and work with internal or external subject matter experts to correct and proactively prevent further problems by recommending and/or implementing bug-fixes, application enhancements, customer training, business process changes or other measures.
Work with the Senior Support Engineer to triage and monitor Product Support tickets in our Redmine ticketing system; utilize good judgment as to when software engineers must get involved. Follow up on issues and ensure timely resolution
Research Production Support problems, come up with solutions, and document the solutions (typically this is done on the Redmine ticket or associated WikiWeb)
Proactively resolve open issues with scientists or informatics team members, as needed, and make recommendations to the Informatics or IT teams; the candidate is expected to act as a user advocate for our users and stakeholders
BS or BA in biology, psychology, or other science or liberal arts degree that requires critical thinking skills; advanced degree a strong plus
A minimum of 4-5 years of IT experience and 2-3 years in bio-tech industry is must
While programming expertise is not required, the candidate must be fluent in the use of relevant technology and comfortable explaining technical issues to users
A big plus, if candidate has experience on at least one of the following three roles: (1) laboratory technician, (2) technical support, or (3) QA Analyst or BSA in bio-tech (pre-clinical, clinical or research lab)
Excellent oral and written communication skills, superb people skills
Ability to work in a fast-paced and results-oriented startup environment
||Cambridge, MA |
THIS JOB HAS EXPIRED