JOB DESCRIPTION
- Monitor, triage, resolve or escalate tickets being submitted for incidents and requests by users on a daily basis.
- As a Level 2 support specialist contact submitter to understand issue and attempt resolution.
- If required escalate ticket to development team following the bug process.
- Maintain required SLAs for timely resolution of submitted incidents.
- Provide global coverage with support team on various Laboratory Applications and integrations.
- Promote objects between DEV, QA and PROD environments to facilitate bug fixes and release improvements as well as master data objects to production for LabWare LIMS.
- Evaluate and/or update application product documentation.
- Develop knowledge of support requirements, SLAs, and enhancement requests for all versions of current and future deployed Laboratory Applications.
- Manage support documentations for end user/support training purposes.
- Assess issues versus enhancement requests and coordinate with end users, Subject Matter Experts and Process Owners for their proper resolutions.
QUALIFICATIONS
- Experience in Level 2 technical support in any application.
- Knowledge of Laboratory Process Flow.
- Excellent communication skills (written and verbal).
- Must be able to converse in English.
- Must be willing to adjust work schedule with different time zones when needed.
- Knowledge/Experience of LabWare LIMS.
- Knowledge/Experience of Service Now or any ticket handling application.
- Knowledge/Experience of Azure Dev Ops for creating/managing bugs.
ABOUT US
A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers' product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers' products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.
Top Skills
What the Team is Saying
.jpeg)
.jpeg)
.jpeg)
.jpeg)
What We Do
A global leader in applied safety science, UL Solutions transforms safety, security and sustainability challenges into opportunities for customers in more than 100 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers’ product innovation and business growth. The UL Certification Marks serve as a recognized symbol of trust in our customers’ products and reflect an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.
Why Work With Us
Science is in our DNA; we are endlessly curious and passionate about seeking and speaking the truth. We take delight in knowing that our work makes a meaningful contribution to society, and we are proud that our culture is centered on integrity, collaboration, inclusion and excellence.
Gallery
UL Solutions Teams
UL Solutions Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Depending on the role we offer hybrid or remote opportunities.
