Technical Support Analyst

Company Description

IntegriChain is the data and application backbone for market access departments of Life Sciences manufacturers. We deliver the data, the applications, and the business process infrastructure for patient access and therapy commercialization. More than 250 manufacturers rely on our ICyte Platform to orchestrate their commercial and government payer contracting, patient services, and distribution channels. ICyte is the first and only platform that unites the financial, operational, and commercial data sets required to support therapy access in the era of specialty and precision medicine. With ICyte, Life Sciences innovators can digitalize their market access operations, freeing up resources to focus on more data-driven decision support. With ICyte, Life Sciences innovators are digitalizing labor-intensive processes – freeing up their best talent to identify and resolve coverage and availability hurdles and to manage pricing and forecasting complexity.

We are headquartered in Philadelphia, PA (USA), with offices in: Ambler, PA (USA); Pune, India; and Medellín, Colombia. For more information, visit www.integrichain.com, or follow us on Twitter @IntegriChain and LinkedIn.

Job Description

Position Details

• Respond to functional queries and workaround for production bugs.
• Perform a root cause analysis for application issues reported by the customer.
• Collaborate with other product teams/stakeholders to ensure timely resolution of customer issues.
• Assist in application configuration to ensure various components are communicating with one another.
• Lead customer discussions around status updates, functional training, and application workshops.
• Maintain quality as per SLA and the SOP.

Job Profile

• Resolve high-priority Application Support Tickets.
• Work in close collaboration with Product Management and Product Engineering teams to cater technical needs of end user/customer.
• Any new process or change to an existing process to be documented and/or creating new SOPs.
• Perform impact analysis and manual testing.
• Ensure change management processes are compliant with audit requirements.
• Ticket customer issues and track them to closure.
• Perform support functions in rotational shift environment on bi-weekly basis.
• Comply with additional customer-specific controls, where relevant.
• Improve processes by ensuring operating procedures are up-to-date and relevant.
• Enhance application quality by identifying and recommending areas of improvement.

Position Schedule Requirements

• Should be flexible to work in a rotational USA shift timing. (IST 09.30PM to 06.30AM)
• Candidate should be willing to follow the USA holiday calendar.

Qualifications

Prerequisite

• BSc (Comp)/BCA
• 2+ years experience
• Certification in MS SQL Server 2012/2014/2017
• Experience of working within a pharmaceutical "Gross To Net" process

Skillset

• Familiarity with SQL querying and MS SQL Server Management Studio
• Knowledge of SQL stored procedures, functions, triggers in MSSQL.
• Be able to understand technical specs and data models.
• Experience in collaborating with North American stakeholders/customers.
• Experience in working on ticketing tools like Zendesk/JIRA.

Interpersonal Skills and Competencies

• Should be a good listener.
• Good command over English language.
• Excellency in written and verbal communication skills.
• Presentation skills.

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Additional Information

What does IntegriChain have to offer?

• Mission driven: Work with the purpose of helping to improve patients' lives! 
• Excellent and affordable medical benefits + non-medical perks including Flexible Paid Time Off and much more!
• Robust Learning & Development opportunities including over 700+ development courses free to all employees

IntegriChain is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to race, color, religion, national origin, ethnicity, age, sex, marital status, physical or mental disability, gender identity, sexual orientation, veteran or military status, or any other category protected under the law. IntegriChain is an equal opportunity employer; committed to creating a community of inclusion, and an environment free from discrimination, harassment, and retaliation.