Senior Support Analyst

at  EPAM Systems Inc

We are looking for a Senior Support Analyst to join our team and perform business analysis activities related to the support of clinical studies.
The Senior Support Analyst will collaborate closely with the Support team, Third Party Help Desk, and stakeholders and operate with interactive communications, showcasing high levels of inclusion and cultural sensitivity. This role is pivotal in ensuring our team can efficiently scale up to support an increasing number of clinical trials.
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.

REQUIREMENTS

• 3+ years of experience in a similar support role
• Proficiency in monitoring tools such as Grafana and Kibana
• Capability to analyze logs across multiple applications
• Understanding of databases like MongoDB, Microsoft SQL, and Oracle DB with the ability to write basic technical queries
• Experience in troubleshooting device issues
• Familiarity with ITSM tools including Jira, ServiceNow, and Service Cloud
• Strong communication skills and commitment to high-level stakeholder engagement
• Ability to work flexibly and accommodate escalation processes and timelines
• Understanding of incident logging and tracking systems with detailed tracking capabilities
• Skills in conducting performance reports and service review meetings

• Analyze and investigate requests including production incidents and internal requests
• Communicate and consult with Subject Matter Experts and stakeholders
• Maintain and update knowledge base articles
• Contribute to process and workflow improvements
• Resolve escalated tech stack issues within established timelines
• Collaborate with L4 teams and vendors to ensure issue resolution
• Manage tickets and adhere to SLA-based response and resolution times
• Log and track all incidents in a shared, accessible system
• Classify incidents by severity and prioritize resolution efforts
• Provide root cause analyses for critical incidents within 72 hours of resolution
• Follow escalation processes for unresolved issues and involve senior support or specialized teams as necessary
• Participate in weekly and monthly performance review meetings
• Conduct trend analysis on incidents to identify recurring issues and recommend solutions