Senior Application Support Analyst

Job Title: Application Support Analyst eQMS (Smart Solve) Experience: 2 Years Employment Type: Contract-to-Hire (Full-Time) Work Mode: Hybrid Shift: Rotational (US & European Time Zones, including Night Shifts) Immediate Joiners only About the Role The Smart Solve eQMS Application supports quality and compliance across Life Sciences organizations through real-time enterprise quality monitoring. We are looking for a highly motivated, client-focused, and resourceful Application Support Analyst to manage support tickets, ensure SLA adherence, and deliver high-quality service to clients and stakeholders. Key Responsibilities Provide application/product support through ticketing systems, email, and phone Ensure all tickets are properly categorized, updated, and resolved within SLA timelines Troubleshoot technical and functional issues and provide timely resolutions Escalate complex issues to senior teams and collaborate with engineering/product teams Maintain high standards of communication and accountability in issue handling Deliver excellent customer service while adhering to internal processes Monitor jobs, validate interfaces, and execute predefined scripts when required Contribute to knowledge base updates, process improvements, and lessons learned Work in an 18x5 support environment aligned with US and European calendars Be flexible to work in rotational shifts and weekends as needed Required Skills & Qualifications Bachelors degree (preferably in Science / Computer Science / IT) 02 years of experience in Application/Product Support Strong verbal and written communication skills (mandatory) Good problem-solving and analytical skills Basic knowledge of RDBMS and ability to write SQL queries Ability to analyze SQL traces Familiarity with ticketing tools like JIRA, ServiceNow, CSM, etc. Strong understanding of SLA-driven support environments Proficiency in Microsoft Office, especially Excel Ability to multitask, prioritize, and work under pressure Preferred Qualifications Knowledge of eQMS or TrackWise modules ITIL certification Experience in Life Sciences domain Key Competencies Quick learner with adaptability to new technologies and processes Strong troubleshooting and investigative mindset High attention to detail and result-oriented approach Excellent organizational and time management skills Ability to build strong relationships with clients and internal teams Additional Requirements Willingness to work weekends when required Ability to remotely access servers and execute predefined scripts Capability to monitor system jobs and validate execution Job Title: Application Support Analyst eQMS (Smart Solve) Experience: 2 Years Employment Type: Contract-to-Hire (Full-Time) Work Mode: Hybrid Shift: Rotational (US & European Time Zones, including Night Shifts) Immediate Joiners only About the Role The Smart Solve eQMS Application supports quality and compliance across Life Sciences organizations through real-time enterprise quality monitoring. We are looking for a highly motivated, client-focused, and resourceful Application Support Analyst to manage support tickets, ensure SLA adherence, and deliver high-quality service to clients and stakeholders. Key Responsibilities Provide application/product support through ticketing systems, email, and phone Ensure all tickets are properly categorized, updated, and resolved within SLA timelines Troubleshoot technical and functional issues and provide timely resolutions Escalate complex issues to senior teams and collaborate with engineering/product teams Maintain high standards of communication and accountability in issue handling Deliver excellent customer service while adhering to internal processes Monitor jobs, validate interfaces, and execute predefined scripts when required Contribute to knowledge base updates, process improvements, and lessons learned Work in an 18x5 support environment aligned with US and European calendars Be flexible to work in rotational shifts and weekends as needed Required Skills & Qualifications Bachelors degree (preferably in Science / Computer Science / IT) 02 years of experience in Application/Product Support Strong verbal and written communication skills (mandatory) Good problem-solving and analytical skills Basic knowledge of RDBMS and ability to write SQL queries Ability to analyze SQL traces Familiarity with ticketing tools like JIRA, ServiceNow, CSM, etc. Strong understanding of SLA-driven support environments Proficiency in Microsoft Office, especially Excel Ability to multitask, prioritize, and work under pressure Preferred Qualifications Knowledge of eQMS or TrackWise modules ITIL certification Experience in Life Sciences domain Key Competencies Quick learner with adaptability to new technologies and processes Strong troubleshooting and investigative mindset High attention to detail and result-oriented approach Excellent organizational and time management skills Ability to build strong relationships