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Software Support and IT Integration (Remote)

Company: Thermo Fisher Scientific
Location: South San Francisco
Posted on: July 22, 2021

Job Description:

Software Support and IT Integration (Remote)

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, providing COVID-19 testing to laboratories across the globe to address the global pandemic, and developing new tests for infectious and inherited disease. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

GSD Genetic Testing Solutions

How will you make an impact?
Your primary responsibility is to provide 2nd-level technical, information technology (IT) and security, software support to the Field Support team for our diagnostic software applications and instrumentation in our customers’ clinical laboratories. You also will troubleshoot customer complaints and inquiries, analyze data anomalies, resolve installation issues, investigate unexpected software behaviors, further escalate issues that require additional support.

All IT and software issues will require the appropriate level of tracking and trending in enterprise-level management systems. You will need to understand the science behind the software and its use in a clinical environment to effectively evaluate the data and provide appropriate scientific responses.

Your will also prepare training material related to GTS software applications for Technical Application Scientists/Field Application Scientists.

The ideal candidate will have a strong IT domain expertise, data security, software and clinical support background with adequate molecular biology, biology, chemistry, or similar training/experience. Your excellent written and oral communication skills will help to form collaborative relationships with both Field Support and R&D teams. You will support troubleshooting requests for IT settings, software applications and qPCR instrumentation installed and operating in customers’ clinical laboratories.

What will you do?

  • Provide tier 2 software and IT and system integration, data, cyber security related technical support to the Tier 1 (Field Support) team who engage with customers in clinical laboratories
  • Provide training to Field Support and Application Scientists for new releases of Genetic Testing Solutions (GTS) software, including demonstrating new features, complaint resolutions, and maintenance procedures
  • Serve as the primary service liaison between Technical Application Scientists, Field Application Scientists, and the GTS software team
  • Troubleshoot and confirm any IT issues and software complaints coming from our Field Service team, quality team or our commercial partners.
  • Follow up internally with the ability to debug software to find area that is affected by the IT settings or software defect.
  • Work with our internal R&D team and our cross functional partners on any IT and software issues.
  • Assist with customer communications for IT and software related escalations
  • Manage formal complaints and informal customer queries in an FDA regulated environment
  • Collect and analyze information to identify and investigate actual and potential product and quality problems, take appropriate and effective corrective or preventive action, and verify effectiveness of such actions
  • Communicate corrective and preventive actions to the appropriate people, including Product Management, Regulatory, Quality, and R&D roles within the organization
  • Troubleshoot and Identify root cause of customer anomalies and work with appropriate personnel from all disciplines to provide an appropriate response towards compliant resolution
  • Develop and implement plans to improve IT, data, cyber security and technical support service
  • Implement and input information into identified case tracking systems for internal circulation and review around complaint handling metrics for clinical software products
  • Forward feedback from customers regarding their product requirements, communicating their needs to R&D and Product Management for better software design, feature enhancement, IT and data security improvements
  • Monitor and report on customer feedback regarding product usage, maintenance, and evolving needs in the laboratory, and contribute to ongoing enhancements in software product development and IT solutions


How will you get here?
Education
B.S. in Software Engineering, Computer Information System, Bioinformatics, Molecular Biology, Biology, Microbiology, Biochemistry, or similar scientific discipline
  • Hold or working toward one or more certifications: CISSP, CISM, CySA+, CASP+, CCSP


Experience
  • 3+ years of IT, software service and technical support experience
  • Relevant experience in IT, data science, scientific software development, or advanced computer skills
  • Strong Knowledge in Systems and Applications, Computer Network Cyber Security, IT Admin IT Service Management processes for software and hardware
  • Extensive knowledge of desktop software, computer hardware and various operating systems and platforms (Windows, Linux, Android)
  • Demonstrate basic knowledge in some programing language: Java or Python or C#; and/or understanding scripting language: Powershell, Perl, Bash, etc…
  • Experience with VLANS, Wireless access points, DHCP, DNS, and Firewalls
  • Experience with Salesforce, TrackWise, E1, or other complaint handling/problem resolution and tracking software a plus
  • Knowledge in Software Development tools and defect tracking tools - Atlassian Jira/Confluence and source version control tool (Git, GitHub) is a plus
  • Experience with Elastic Cloud Computing (AWS, Google Cloud), database services (SQL/NoSQL), Virtual Machines (VMWare, Docker) is a plus

Knowledge, Skills, Abilities
  • Solutions oriented with a forward focused mentality; see problems coming and develop strategic solutions, with creativity in problem solving
  • High proficiency in Microsoft Office skills is a plus (e.g. Excel, PowerPoint, SharePoint, PowerBI)
  • Familiar with Corrective and Preventive Action (CAPA) in an FDA regulated environment
  • Ability to function in a rapidly changing environment without losing focus; combined with the ability to manage multiple projects and priorities, whilst respecting that others will be doing the same.
  • Results driven with a strong capability to influence without authority
  • Excellent organizational skills, including the ability to efficiently evaluate, prioritize and handle multiple and changing programs/projects and priorities.

Working Conditions:
  • Remote position located in North America with?25% domestic and international travel. Preference to San Francisco location, but not required.


Our global team of more than 75,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. For more information, please visit www.thermofisher.com.


*EVRD2020 *GTSDouble

Keywords: Thermo Fisher Scientific, South San Francisco , Software Support and IT Integration (Remote), Other , South San Francisco, California

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