SoftMax Pro Support Engineer

Skills

1) System use system behavior or documentation issue requiring additional training to provide understanding of system functionality and/or updates to documentation to resolve. 2) System administration issue – user privileges paths product specification and analysis directory maintenance background/scheduler server log files 3) System functionality enhancement change request – functionality not in system system not behaving as desired new functional addition requests. 4) Report issue requiring updates to a system report and /or associated report routines. 5) Technology hardware desktop network issue or failure 6) Business concern requiring a management or technical decision which cannot be resolved by changing system. For the above issue types the expectation is to resolve or follow processes to resolve 1 through 4 and to notify the proper individuals to resolve 5 and 6.

Description

Helps maintain the health of the currently released systems in the
production environment, ensuring system performs its intended
functions accurately and reliably.
Provides end-to-end support for tickets requiring system change; for
example, requirements gathering, documentation updates, development,
system configuration, validation protocol/script development to
validation execution.

Responsible for follow existing Gilead support processes and
procedures, applying organizational compliance practices and relevant
regulatory requirements. Required to be on-site resources.

Responsibilities

• For requests not able to be addressed immediately (especially #3 and
• #4 of the above), will enter support ‘tickets’ into Gilead
• support systems for tracking, prioritization, and manage to closure.
• Assists in the establishment and application of best practices in
• support management activities, both in the support systems used to
• track and manage support requests, and in making recommendations to
• improve the actual processes used to execute the Gilead support life
• cycle, from user requests for change to deployment of that change.
• Assists in the establishment and application of best practices in
• change management, including how changes are approved and
• implemented, and how objects are tracked, managed, and promoted.
• Communicates to Gilead management regarding system status, concerns,
• and ideas for continued improvement of the systems supported.