Clinical Application Support Specialist
HybridBudapest, Budapest, Hungary
Job Summary
Handle incidents, service requests, and user questions for global clinical application users, ensuring timely and accurate resolutions. Act as a bridge between clinical users, the Service Desk, and software development teams by gathering issue details, user feedback, and improvement suggestions. Perform initial investigations and analyses of incidents, providing high-quality data for root cause investigations while maintaining and updating support documentation, troubleshooting guides, and known issues. Ensure all support activities adhere to Diaverum's Quality Management System, regulatory requirements, and internal processes. Identify recurring issues and user pain points to share insights with the Support Lead and development teams. Participate in full support process activities including ticket monitoring, release testing support, user communication, and post-release follow-up.
Required Qualifications
- Fluent in spoken and written English
- Experience in software development
- Experienced in using Jira
- More than three years of relevant professional experience
- Service-oriented
- Flexible
- Reliable
- Team player
- Open-minded
- Strong team focus
- Understands how contributions affect the project as a whole
- Committed
- Driven to achieve high performance
- Oriented toward meeting targets
- Ability to handle incidents, service requests, and user questions
- Ability to perform initial investigations and analyses of incidents and problems
- Ability to support root cause investigations by providing high-quality data to development teams
- Ability to communicate clearly, empathetically, and proactively with internal and external stakeholders
- Ability to identify recurring issues, user pain points, and opportunities to improve support quality
- Ability to participate in the full range of support process activities, including ticket monitoring, release testing support, user communication, and post-release follow-up
- Ability to ensure that all support activities are carried out in accordance with Diaverum's Quality Management System (QMS), regulatory requirements, and internal processes
Desired Qualifications
- Additional languages
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