Company Description
IntegriChain is the data and application backbone for market access departments of Life Sciences manufacturers. We deliver the data, the applications, and the business process infrastructure for patient access and therapy commercialization. More than 250 manufacturers rely on our ICyte Platform to orchestrate their commercial and government payer contracting, patient services, and distribution channels. ICyte is the first and only platform that unites the financial, operational, and commercial data sets required to support therapy access in the era of specialty and precision medicine. With ICyte, Life Sciences innovators can digitalize their market access operations, freeing up resources to focus on more data-driven decision support. With ICyte, Life Sciences innovators are digitalizing labor-intensive processes – freeing up their best talent to identify and resolve coverage and availability hurdles and to manage pricing and forecasting complexity.
We are headquartered in Philadelphia, PA (USA), with offices in: Ambler, PA (USA); Pune, India; and Medellín, Colombia. For more information, visit www.integrichain.com, or follow us on Twitter @IntegriChain and LinkedIn.
Job Description
The Technical Analyst is responsible for providing technical support for production environments, focusing on incident resolution, configuration management, and data handling during the hypercare support phase. This role involves direct collaboration with product and engineering teams to address user technical needs.
Service & Incident Management
- Respond to service requests and incidents for production environments in Hypercare mode.
- Perform initial troubleshooting and root cause analysis for application issues reported by the customer on the production environment during the hypercare support phase.
- Perform initial troubleshooting and root cause analysis for application issues reported by the customer or internal team on higher environments.
- Ticket customer/internal team issues and track them to closure.
- Comply with additional customer-specific controls, where relevant.
Application & Environment Management
- Assist in setting up new application environments by updating configurations through the backend (SQL) and the frontend.
- Support migrating configurations from one environment to another and ensure the smooth running of the application on the target environment.
- Perform various data load activities and ensure the accurate flow of data in various components of the application.
- Triage ETL & configuration related issues during the implementation phase and report them to the product team for resolution.
Collaboration & Documentation
- Work in close collaboration with Product Management and Product Engineering teams to cater to the technical needs of end users.
- Collaborate with other product teams/stakeholders to ensure timely resolution of issues.
- Assist in re-testing reported issues in higher environments in every build released.
- Participate in discussions around reported issues, enhancements, status updates, functional training, and application workshops.
- Maintain quality and strict adherence to set timelines and SOPs.
- Maintain activity tracker, prepare handover documentation, and cutover plans during each implementation.
- Document any new process or change to an existing process, and/or create new SOPs.
Quality & Process Improvement
- Enhance application quality by identifying and recommending areas of improvement.
- Work towards process optimization and support implementing automation suites.
- Perform impact analysis and testing (manual or using an automation suite).
- Improve processes by ensuring operating procedures are up-to-date and relevant.
Qualifications
Skill Set
- Hands-on experience querying using SQL and MS SQL Management Studio.
- Demonstrative knowledge of SQL stored procedures, functions, and triggers in MSSQL.
- Ability to understand technical specifications and data models.
- Experience in working on ticketing tools like Zendesk/JIRA.
- Problem-solving attitude and critical thinking.
- Python, Selenium knowledge (optional).
- Knowledge about US Healthcare domain will be an added advantage.
Interpersonal Skills and Competencies
- Should be a good listener.
- Excellence in written and verbal communication skills.
- Presentation skills.
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Additional Information
What does IntegriChain have to offer?
- Mission driven: Work with the purpose of helping to improve patients' lives!
- Excellent and affordable medical benefits + non-medical perks including Flexible Paid Time Off and much more!
- Robust Learning & Development opportunities including over 700+ development courses free to all employees
IntegriChain is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to race, color, religion, national origin, ethnicity, age, sex, marital status, physical or mental disability, gender identity, sexual orientation, veteran or military status, or any other category protected under the law. IntegriChain is an equal opportunity employer; committed to creating a community of inclusion, and an environment free from discrimination, harassment, and retaliation.
