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.

Responsibilities

• 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

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

Nice to have

• Experience working in the Life Sciences industry
• Experience with ServiceNow
• Knowledge of Jira

We offer

• Learning Culture - We want you to be the best version of yourself, that is why we offer unlimited access to learning platforms, a wide range of internal courses, and all the knowledge you need to grow professionally
• Health Coverage - Health and wellness are important, that is why we have you and up to four family members in a premiere health plan. We have a couple of options, so you can choose what is best for you and your family
• Visual Benefit - Seeing your work for us would be a sight for sore eyes. We want your vision to always be at 100% which is why we offer up to $200.000 COP for any visual health expenses
• Life Insurance Plan - We have partnered with MetLife to offer a full-coverage Ife insurance plan. So, your family is covered, even if you are gone
• Medical Leave Coverage - We are one of the few companies that cover 100% of your medical leave, for up to 90 days. Your health is the most important thing to us
• Professional Growth Opportunities - We have designed a highly competitive and complete development process, where you will have all the tools to get where you have always wanted to be, personally and professionally
• Stock Option Purchase Plan - As an EPAMer you can be more than just an employee, you will also have the opportunity to purchase stock at a reduced price and become a part owner of our organization
• Additional Income - Besides your regular salary, you will also have the chance to earn extra income by referring talent, being a technical interviewer, and many more ways
• Community Benefit - You will be part of a worldwide community of over 50,000 employees, where you can learn, challenge yourself, stand out, and share your knowledge and experience with multicultural teams!