End-User-Support Laboratory Systems

• End to End accountability for Assess & Release System support
• Responsible for Assess & Release System support
• On a rotation basis 24/7 on-call, nights and weekends
• Personal contact person for Key and End User out of the business department
• Log incident/requests into a ticket system for further processing
• Triages, prioritizes incidents/requests and performs root cause analysis in problem management (handling issue, data issue, authorization issue, IT issue).
• Resolves or forwards incidents/requests based on individual knowledge or knowledge articles
• Coordination of End User groups and escalation management as required
• Distributes application issues and non-application issues that cannot be solved by him/her, or based on catalog to the 2nd level support
• Supports issue clarification on request of 2nd level support
• Validate the resolution proposals and performs the necessary test in case tests are required on request of the 2nd level support
• Cooperate with 2nd level support team during analysis of reported incidents
• Communicating and coordination of End User activities if there is a major incident
• Interface Monitoring (Business Errors)
• Support Execution of system actions
• Support Implementation of new Systems and Equipment
• Regular exchange with the Support network and or Business Process Experts (BPE) on support cases, best practices and process improvement proposals with network relevance
• Helps the End User to submit new ideas for process improvements, allowing a comprehensive approach for assessing both the process interdependencies as well impact to all underlying systems.
• Describes the full life cycle of an integrated Change process to Business Process with System impact. This Framework combines the Assessment of the requirement, build and test work as well as deployment and possibly delivery of the added value to the End User.