Support Analyst

2 semanas atrás


Curitiba, Brasil Pantheon Inc. Tempo inteiro

Como analista de suporte, você desempenhará um papel crítico para garantir a operação tranquila e a utilização eficiente do software SampleManager LIMS versão 21.2 da Thermo Fisher. Seu foco principal será fornecer assistência técnica, solucionar problemas e resolver problemas relacionados ao software. Você colaborará com o pessoal do laboratório, equipes de TI e usuários finais para solucionar dúvidas, aprimorar a experiência do usuário e manter a conformidade com os padrões do setor.

**Responsabilidades**:
**1. Suporte Técnico**:

- Diagnosticar e solucionar problemas relacionados a software, incluindo instalação, configuração e uso.
- Fornecer orientação passo a passo aos usuários, garantindo a resolução eficaz dos problemas.
- Encaminhe questões complexas para a equipe de suporte sênior ou equipes de desenvolvimento, conforme necessário.

2. Treinamento e documentação do usuário:

- Conduza sessões de treinamento para usuários finais para aprimorar sua compreensão do SampleManager LIMS 21.2.
- Criar e manter documentação do usuário, perguntas frequentes e artigos da base de conhecimento.
- Auxiliar os usuários na navegação pela interface, fluxos de trabalho e recursos do software.

3. Manutenção e atualizações de software:

- Colaborar com equipes de TI para realizar atualizações de software, patches e atualizações de versão.
- Garantir a segurança dos dados e a conformidade com as regulamentações do setor (por exemplo, GMP, ISO 17025, FDA 21 CFR Parte 11).
- Monitore a integridade do sistema e solucione quaisquer problemas de desempenho imediatamente.

**4. Controle de Qualidade e Integridade de Dados**:

- Implementar e manter processos de controle de qualidade.
- Verifique a precisão, integridade e consistência dos dados no sistema SampleManager.
- Auxiliar no arquivamento e recuperação de dados conforme necessário.

**5. Colaboração e comunicação**:

- Trabalhar em estreita colaboração com equipes multifuncionais, incluindo cientistas de laboratório, TI e desenvolvedores de software.
- Comunicar-se de forma eficaz com as partes interessadas para compreender as suas necessidades e fornecer soluções oportunas.
- Participar de reuniões e contribuir com iniciativas de melhoria contínua.

**Qualificações**:

- Bacharelado em Ciência da Computação, Tecnologia da Informação ou áreas afins.
- Experiência prévia em suporte técnico, preferencialmente em ambiente informático laboratorial.
- Familiaridade com processos laboratoriais, sistemas LIMS e fluxos de trabalho científicos.
- Fortes habilidades de resolução de problemas e atenção aos detalhes.
- Excelentes habilidades de comunicação e atendimento ao cliente.
- Proficiência no uso do SampleManager LIMS 21.2 e ferramentas relacionadas.
- Esta posição pode exigir contato com pessoas de todo o mundo, portanto o inglês é obrigatório.

Informações Adicionais:

- Certificação em SampleManager LIMS ou software relacionado é uma vantagem.


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