IT Application Support Analyst

A global electronics and semiconductor manufacturing company is seeking a strong IT Application Support Analyst to join their team! This individual will be a part of the IT organization and will support the company’s R&D Informatics platforms. This role is responsible for providing Tier 2 application support, system administration, user onboarding, issue resolution, and continuous improvement activities for research and development applications including ELN, LIMS, Document Management Systems, and related scientific information-management systems. The successful candidate will work closely with applications owners, scientists, engineers, IT teams, vendors, and business stakeholders to ensure reliable operation, adoption, and support of critical R&D digital platforms. This position requires strong customer service skills, technical troubleshooting ability, and a willingness to learn scientific and research workflows. This is an immediate, 1 year contract opportunity and will be required to be onsite 3 days a week in Wilmington, DE or Marlborough, MA.

Additional Details:

Application Support & Operations

• Provide Tier 2 application support for R&D informatics systems including ELN, LIMS, Document Management Systems, and related platforms.

• Diagnose, troubleshoot, and resolve user-reported application issues and service requests.

• Monitor application health, identify recurring issues, and proactively recommend corrective actions and improvements.

• Support application outage reporting, root-cause investigations, and incident resolution activities.

• Log, track, prioritize, and resolve support tickets within established service-level expectations.

• Escalate complex technical issues to software vendors, infrastructure teams, or senior technical resources as necessary.

System Administration & Security

• Administer application access and security controls.

• Manage Active Directory group ownership and membership for supported applications.

• Execute user provisioning, deprovisioning, and access modifications through Savyant and related systems.

• Support service-account requests and periodic access reviews.

• Ensure compliance with IT security, audit, and data-governance requirements.

Data Management

• Support data archival, and cleanup initiatives across R&D systems.

• Perform bulk data imports, including the transfer of completed projects into other repository systems.

• Assist with data validation and integrity verification activities.

Application Enhancements & Vendor Coordination

• Coordinate with software vendors and internal IT teams regarding environments, integrations, upgrades, patches, and issue resolution.

• Assist with testing, validation, configuration, and implementation of application enhancements and new releases.

• Gather user feedback and communicate enhancement opportunities to application owners and vendors.

• Participate in continuous improvement efforts to improve usability, performance, and adoption.

User Enablement & Documentation

• Develop and maintain support documentation, knowledge-base articles, standard operating procedures, and troubleshooting guides.

• Support user onboarding and training activities.

• Respond to user questions regarding application functionality, best practices, and research workflows.

• Build strong relationships with scientists, engineers, and business users to ensure a positive customer experience.

• Strong attention to detail and ownership of issues through resolution., * 1-4 years of experience in application support, IT support, business systems administration, or a related technical role.

• Internship experience may be considered.

• Experience supporting enterprise applications and interacting directly with end users.

• Experience troubleshooting software and user-access issues.

Technical Skills

• Experience administering business or scientific applications.

• Familiarity with ticket management systems and incident-resolution processes.

• Proficiency with Microsoft Office applications.

• Basic understanding of user provisioning, access management, and Active Directory concepts.

• Experience documenting processes and maintaining knowledge-base content.

Professional Skills

• Excellent customer service and communication skills.

• Strong troubleshooting and problem-solving abilities.

• Highly responsive, organized, and self-motivated.

• Ability to learn new technologies and business processes quickly.

• Ability to communicate effectively with scientists, engineers, researchers, vendors, and IT professionals.

• Strong collaboration and relationship-building skills. · Experience supporting ELN, LIMS, document management, or research-informatics platforms.

• Familiarity with application testing and validation activities.

• Experience supporting data migration or system implementation projects.

• Scientific or research background (Chemistry, Materials Science, Engineering, Biology, or related disciplines).

Associate’s or Bachelor’s degree in Information Technology, Computer Science, Information Systems, Engineering, Chemistry, or a related field.