Job Summary
As an Appian Support Specialist for the pharmaceutical sector, you will play a critical role in ensuring the stability, performance, and continuous improvement of Appian-based business process solutions. Your focus will be on incident management, problem resolution, and operational support to maintain high availability of applications supporting clinical operations and regulatory compliance.
Key Responsibilities
• Monitor and support Appian BPM applications, ensuring 24/7 availability and performance for pharma and healthcare clients.
• Manage incidents and service requests using ServiceNow, following ITIL best practices for incident, problem, and change management.
• Troubleshoot application issues, analyze root causes, and implement fixes or workarounds to restore services.
• Collaborate with development teams to escalate complex issues and coordinate minor enhancements or bug fixes.
• Create and maintain knowledge articles in Confluence for common issues and resolution procedures.
• Monitor application health using Dynatrace and BigPanda, proactively identifying and addressing potential issues.
• Track and manage support tickets in JIRA, ensuring SLA compliance and timely resolution.
• Perform routine maintenance tasks using shell scripts and coordinate with infrastructure teams for AWS/Azure-related issues.
• Participate in on-call rotations and provide after-hours support as needed.
• Document operational procedures and contribute to continuous service improvement initiatives.
Skill Requirements
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 2+ years of experience in application support or IT operations, preferably with Appian-based solutions.
• Strong understanding of ITSM processes (ITIL certified preferred) and experience with ServiceNow.
• Proficiency with monitoring tools such as Dynatrace and BigPanda for proactive incident detection.
• Experience with JIRA for ticket management and Confluence for documentation.
• Basic shell scripting skills for automation and routine maintenance tasks.
• Foundational knowledge of AWS and Azure cloud platforms.
• Basic understanding of Appian design, workflows, and integrations (REST, SOAP, SQL) is a plus.
• Excellent problem-solving, analytical, and communication skills.
• Familiarity with GxP, HIPAA, or other regulatory standards in healthcare.
• Exposure to GenAI technologies and Gemini for AI-assisted operations and automation is a plus.