Make the world better with us!
EXTEDO helps health authorities and pharmaceutical companies around the world develop and bring new drugs and vaccines to market faster and more safely.

As an internationally leading provider of software and services in regulatory information management (RIM), we support life sciences organizations in implementing the requirements of the regulatory authorities for their products. Our solutions thus ensure that medicines and vaccinations reach where they are needed faster and, at the same time, more safely: with the patients. Regulatory authorities around the world also rely on us to review submissions and ensure they meet the highest standards of drug safety.
 

In remote within the US or for our office in Malvern, PA (Greater Philadelphia area) we are actively seeking an

 

Application Support Specialist (m/f/d)

We are seeking a highly motivated and detail-oriented Application Support Specialist to join our dynamic team. The successful candidate will be responsible for providing technical support to end-users, ensuring the smooth operation of our applications and supporting our consulting team in customer projects. The role involves troubleshooting, resolving issues, execution of system installations and updates and collaborating with cross-functional teams to enhance the overall user experience.

Your Tasks - as important as our Software:

 
  • User Support:
    • Provide first and second-level support to end-users, addressing application-related queries and issues promptly.
    • Collaborate with users to understand and diagnose problems, offering effective solutions and guidance.
  • Issue Resolution:
    • Investigate, analyze, and troubleshoot application issues to determine root causes.
    • Work closely with development teams to prioritize and implement solutions.
  • Documentation:
    • Maintain detailed records of support requests, resolutions, and user interactions.
    • Create and update documentation, including FAQs and knowledge base articles, to empower users to troubleshoot common issues independently.
  • Communication:
    • Communicate effectively with both technical and non-technical stakeholders, providing updates on issue resolution progress.
    • Contribute to status reports and participate in regular team meetings.
  • Collaboration:
    • Collaborate with consulting, development and quality assurance teams to identify and address recurring issues.
    • Participate in the release management process to ensure smooth deployments.
  • Continuous Improvement:
    • Propose and implement improvements to enhance application support processes.
    • Stay informed about industry best practices and emerging technologies.
  • Project Support:
    • Support project teams installing and updating customer environments.

Your Profile - as good as our Solutions:

 
  • Customer-focused mindset.
  • Academic degree, Training related to Computer Science, Engineering or a comparable qualification.
  • Min. 5 years of work experience in application support, IT administration or similar.
  • Ability to work independently and collaboratively in a team environment.
  • Strong time management and organizational skills.
  • Adaptability to a fast-paced and dynamic work environment.
  • Technical proficiency in troubleshooting and resolving application issues.
  • Like to bring in new ideas and enjoy learning something new every day.
 

Preferred but not required:

 
  • Experience with supporting web applications based on IIS or Java
  • Experience with SQL databases and SQL scripting
  • Experience with eCTD and/or in the pharmaceutical industry
At EXTEDO we have an open-minded and inclusive culture, where everyone has the power to create their own destiny and make a positive contribution to the world for Regulatory Information Management. Join us!