• Job Description

  Req#: 530069

  * On-Site in Florham Park, NJ

  
  

  Primary Function:

  The Application Support Specialist will assist both internal and external application users with troubleshooting issues and problem resolution. The candidate should have logical and deductive reasoning skills to interpret requests for assistance properly and figure out how to best solve the issue.

  Job Scope and Major Responsibilities:

  • Provide technical assistance and support for incoming queries and issues related to Asembia software solutions.
  • Act as first tier support for the user and attempt to troubleshoot/resolve the issue on your own.
  • Ask questions to determine nature of problem and walk customer through problem-solving process.
  • Create tickets in our ticketing system and monitor the status of the ticket through completion, and provide updates to the end user.
  • Use SQL Server Management Studio to execute SQL queries for data analysis and issue investigation.
  • Respond to email messages/helpdesk tickets for customers seeking help.
  • Work with internal and external users to ensure correct functionality.
  • Track, route and escalate urgent requests.
  • Determine if the issue is a bug in the software, and if so, communicate to the software team that there is a bug.
  • Follow up with customers to ensure issue has been resolved.
  • Manage user accounts – creating new user accounts, managing password resets and system access.
  • Build knowledge base of issues, work arounds and solutions.
  • Compliance with the provisions of the Health Insurance Portability and Accountability Act of

  1996 and its implementing regulations, as amended (“HIPAA”).

  Performance Criteria:

  This role is evaluated by the ability to communicate clearly and timely with internal and external users. A firm understanding of the application functionality is critical in determining the difference between user error and application error. In addition, the ability to document steps to reproduce the issue and troubleshoot and solve issues. Achieving performance targets for individual programs is critical for assessing this role’s performance.

  Minimum Qualifications:

  • 3-5 years of experience working with web-based business applications.
  • Must have solid technical and diagnostic skills.
  • Working knowledge of typical web application behaviors such as form validation and submission, caching issues, cookie management, browser version differences, etc.
  • Ability to query a SQL database and run basic select statements and analyze the results.
  • Experience working with service desk best practices such as documenting all activity on the ticket, escalation process, communication back to the requester, and SLA goals.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
  • Strong documentation skills.
  • Experience relating to supporting 3rd party vendor integrations (API, FTP, etc) is a plus.
  • Pharma experience preferred.
  • Opportunity for advancement, learn Pharma industry knowledge.

  Asembia is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, natural origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, gender identity and expression, citizenship, genetic disposition, disability or veteran's status or any other classification protected by State/Federal laws .

  
  

  * On-Site in Florham Park, NJ

• About the company

  Asembia, LLC is located in Florham Park, NJ, United States and is part of the Management, Scientific, and Technical Consulting Services Industry.

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