Quest Diagnostics Instrument Support Analyst, Sr - Lenexa, KS in Lenexa, Kansas
Instrument Support Analyst, Sr - Lenexa, KS
JOB TITLE AND GRADE
Tech,Application Support – Sr., QLS Instrument Support
The Sr.Application Support Tech role will be responsible to continually drive software improvements and ensure seamless support of our customers. This position is responsible for all strategic and tactical aspects of Instrument Interface Support as it relates to
supporting laboratory applications for all regions as part of the Q-Suite Instrument Support group. These services include Tier-2 application support, user acceptance testing, laboratory instrumentation configuration, modification, validation and testing
Respond to issues in accordance with established Standard Operating Procedures and Service Level Agreements
Communicate proactively with Business Units to assess issues and provide periodic status updates, both short-term and long-term
Perform assessment analysis to identify scope of problems and escalate recurring issues
Support Problem Management calls; provide technical guidance/assistance to research issues as required and participate on escalations and issue resolution teams to address chronic, priority issues
Mentor team members in problem resolution for individual tickets and monitor team members’ software changes and testing processes
Provide input into optimal approach to a set of business problems and provide technological
solutions which improve operating results
Contribute specific knowledge to team members’ project plans ensuring consistency with the direction of the business
Maintain proficiency in Q-Suite instrument product expertise and serve as an internal
consultant in multiple Q-Suite applications and functionalities
Implement new instances of instrument interfaces
Modify configuration of existing instrument interfaces in accordance with National Rollouts and laboratory testing changes
Keep abreast of the new Quest Diagnostics technologies and organizational impact
Represent Q-Suite Instrument Support in Technical Code Reviews, Software Implementation Reviews, and Emergency Fix Reviews
Demonstrate ability to communicate effectively with all levels, including customers,
technical personnel and management.
BS/BA degree in Computer Science/Information Systems, Laboratory Science or related field, or equivalent combination of education and work experience
3-5 Years of Laboratory Information Systems Support experience
Excellent knowledge of laboratory operations
Excellent interpersonal and communication skills
Excellent organizational, time management, customer service and prioritization skills
Excellent knowledge of and proficiency in the software development lifecycle phases,
project management, process management and change management
After hours and rotational weekend/holiday support as required
COMPETENCIES: The successful candidate should demonstrate our core competencies of
Focus on Customer Seeks to understand and meet the needs and expectations of customers in a manner that provides customer satisfaction and loyalty. Starts with the customer experience and works backwards to the technology. Familiar with design thinking methodology.
Know the Business Uses knowledge of Quest’s key customer groups and needs, markets, business operations, performance trends and emerging issues and digital trends to inform short and longer-term focus.
Collaborate with Others Able to work with others to achieve business priorities. Approaches others with a positive attitude toward achieving common goals. Treats others with respect and values the contributions of others.
Promotes Strategic Alignment Collects, analyzes and leverages the broader market and competitor trends to set and communicate strategy and ensure alignment of all core business processes.
Digital Dexterity Fluent in modern digital technologies such as cloud, mobility, apps, social media and networking, information, and usability. Able to use technologies
in unique, highly innovative ways to better serve customers.
Adaptability Responds effectively to changing environments. Able to foresee and change before the need to change arises. Keeps pace with relevant, leading edge technology, sees change as an opportunity.
The candidate should also support our desire to move our HTAS organization to a digital
mindset. This should include shifting from a traditional mindset to digital with emphasis on:
High Skilled workforce
Familiarity with Cloud, Mobile applications
Ensuring our users experience is mission critical
Supporting Agile and agility within our development and operations.
All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. Quest Diagnostics is an Equal Opportunity Employer: Women / Minorities / Veterans / Disabled / Sexual Orientation / Gender Identity.