SoftMax Pro Support Engineer

Level 2 Support

Primarily level 2 support. 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 following existing Gilead support processes and procedures, applying organizational compliance practices and relevant regulatory requirements. Required to be on-site resources. Responsible for answering support calls from the user community through phone, email, text, and face-to-face, to answer application usage questions, investigate application behavior, and determine if the issue is a: 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. 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. Must have: SoftMax Pro (3 to 5 yrs hands on experience at a minimum)