Job Code: SPH-SA01-2024

Managed Services - Support Analyst

Role Overview

The Support Analyst at Sophos IT Services will be responsible for providing support for the Argus application, including troubleshooting issues, implementing customizations, and performing administration activities. This role requires a strong understanding of the Argus Safety Suite, as well as experience in database maintenance and validation processes. The ideal candidate will have excellent communication skills, the ability to work under pressure, and the versatility to handle client interactions.

Location: Noida (On-site)

Key Responsibilities

  • Argus Application Support:
    • Provide superior support and troubleshooting for Argus-related issues, offering workarounds as needed.
    • Customize the Argus Safety Suite according to client requirements.
    • Perform impact assessments and implement configuration changes and enhancements.
    • Track Argus issues and create tickets in request ticketing system.
    • Troubleshoot AG service/logs
  • Argus Administration:
    • Maintain Argus administration, including user maintenance, roles & privileges, company products, expedited reporting rules, advanced conditions, and code list maintenance, workflows, rules, custom validations.
    • Database administration maintenance, create and maintain PL/SQL packages, functions, stored procedures, and database schema diagrams.
    • Create and maintain scripts for database change management and Oracle migrations.
  • Integration and Interchange:
    • Experience with Argus Interchange, ESM and Axway.
    • Load and recode MedDRA and WHODD as needed by business users.
  • Validation and Issue Tracking:
    • Experience in  validation packages (URS, FS, DS, IQ, PQ, and OQ).
    • Well-versed with various SDLC models, software test life cycle, and defect management life cycle.

Education & Other Qualifications

  • Education:
    • BE/ME/MCA/MCS/MSc degree from a reputed institute/university.
  • Experience:
    • 2-3 years of professional experience in Argus support/implementation plus Oracle PL/SQL, SQL and SQL query tuning.
    • Knowledge and exposure to ETL design and development.
    • Knowledge of the pharmaceutical, life sciences, or drug safety domain and products.
    • Knowledge of regulatory guidelines from the Food and Drug Administration (FDA) and EMEA.
    • Involved in the complete life cycle of a formal data migration patch development and change control process at pharmaceutical companies.
  • Soft Skills:
    • Excellent communication and interpersonal skills.
    • Ability to multi-task and work well under pressure.
    • Commitment to excellence and high-quality standards.
    • Versatility, flexibility, and willingness to work within changing priorities.
    • Ability to work in flexible hours that overlap global client location time zones.
    • Ready to work in shifts depending on project/client requirements.

This Support Analyst role is essential for ensuring the efficient operation and customization of the Argus Safety Suite, contributing significantly to the success and growth of Sophos IT Services.

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