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Helpdesk/User Support Analyst
Ref No.: 17-04204
Location: Carlsbad, California
Start Date / End Date: 01/01/2018 to 12/31/2018
Provide professional and timely IT support to business and lab personnel using instruments and software for the commercial lab and for the conduct of clinical trials. Identify, troubleshoot and resolve customer problems by utilizing all technical resources available while adhering to strict quality standards and regulatory requirements.
Establish and maintain a customer service orientation and sound working relationships with customers, partners and vendors.
Maintain the highest standards of professional conduct and behaviors in dealing with staff, colleagues, customers and outside contacts.
Work closely with laboratory technical engineers and client management in the design and implementation / integration of new or updated laboratory hardware and software which meets business requirements and adheres to Client Business Services IT standards.
Provide highly technical consulting to user groups on laboratory application/system procedures and standards.
Understand and document the instrument application environment, including system requirements from vendors, all associated data workflows, and the usage of said data.
Continuously provide input to, and undertake the implementation, coordination and maintenance of, related working practices and standards
Ensure best practice and compliance obligations are followed.
Demonstrate deep technical, analytical and conceptual knowledge of a variety of aspects of lab operations as they relate to information technology.
Manage projects as required and performs related duties as assigned or requested
Responsible for following, maintaining or exceeding service levels to business customers through established Service Level Agreements

At least 3-5 years of experience in a customer service role, with excellent interpersonal skills, communications abilities and telephone manner.
At least 5 years of IT experience.
At least 3 years of experience in the laboratory/pharmaceutical industry, in system or application support, or related areas. Good understanding of clinical development processes.
Ability to work independently, under pressure, demonstrating initiative and flexibility through effective leadership ability.
Demonstrated skills in computing, understanding software packages, internet connectivity and related IT processes.
Expert knowledge with PC / workstation based LAN systems, hardware and tools, client functions and applications.
Excellent attention to detail and quality focused.
Strong team work, organizational, analytical and problem solving skills.
Strong negotiation, diplomacy and vendor management skills
Ability to work calmly in a pressurized environment.
Experience in coordinating projects and ability to represent Navigate Lab Operations in cross-functional project teams.
Ability to work in a controlled environment and adhere to internal and external regulations and processes. Good understanding of GxP and regulatory requirements, including 21 CFR part 11 guidelines.

University or college degree in a related field, or equivalent experience