Lead Application Support Engineer with Expertise in LabVantage

at  Epam Systems

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.
We are looking for a remote Lead Application Support Engineer with strong expertise in LabVantage LIMS configurations and user management to join our team.
As the primary contact for production user issues and queries, you will act as a bridge between users and the development team. This role requires a deep understanding of LabVantage LIMS capabilities and the ability to guide users on working with implemented custom workflows. Additionally, you will be responsible for resolving minor configuration and data-related issues.

REQUIREMENTS

• Minimum of 5 years’ experience in Application Support, specifically with LabVantage LIMS
• 1+ year of relevant leadership experience
• Proven expertise in end-user support, investigations, and root cause analysis
• Experience in LabVantage LIMS configurations and user management
• Proficiency in troubleshooting and resolving issues, including with integrations and data flows from/to other systems
• Excellent communication skills to collaborate with cross-functional teams and provide exceptional customer service
• Upper-Intermediate level of English proficiency for effective communication with the team and stakeholders

• Establish the production user support process and intake queries
• Provide first and second line support for production users
• Manage user access and potential configuration changes
• Troubleshoot and perform root cause analysis of user issues, including issues with integrations and data flows from/to other systems
• Collaborate closely with cross-functional teams to deliver timely and effective solutions
• Collect, triage, and document user feedback for the development team
• Provide mentorship and guidance to junior team members