Quest Diagnostics Instrument Support Analyst, Sr - Lenexa, KS in Lenexa, Kansas

Instrument Support Analyst, Sr - Lenexa, KS

Schedule: 8am-5pm


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

to management

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.


Education Preferred:

BS/BA degree in Computer Science/Information Systems, Laboratory Science or related field, or equivalent combination of education and work experience

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.

Digital Mindset:

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.