Function

As a Functional Support Analyst, you provide support and close assistance to internal research clients.

Main Goal

As a Functional Support Analyst, your responsibilities will include:

• Providing high-quality and efficient service and assistance to users
• Sharing functional knowledge of applications and understanding of users’ business processes
• Ensuring proper ticket qualification
• Resolving support tickets
• Managing incident tickets through to closure, with support from Product teams for complex cases
• Qualifying service request tickets and escalating them to the Product team
• Handling data management tickets through to closure, with support from the Data Management team
• Ensuring that user documentation for application usage is kept up to date
• Documenting simple support cases to enable Level 1 support teams to handle them
• Understanding the scientific context to facilitate communication with internal clients
• Providing key information for training on our tools
• Building a relationship of trust and proximity with users to help them use applications more effectively
• Balancing the ability to explain the overall solution with attention to detail for optimal application usage
• Creating and maintaining up-to-date digital training content

What we expect of you

With a degree ranging from Bachelor's +3 to +5 (Master’s in Bioinformatics or Biology applied to IT) or equivalent experience, you have initial experience in the scientific field.

You have knowledge and interest in :

• The scientific context of plant biology
• SQL data language and data modeling
• Data analysis
• Agile methodologies.

Customer-oriented, you have strong interpersonal skills and demonstrate emotional intelligence in your daily work.

Autonomous in your tasks, you take initiative and enjoy working as part of a team.

You have strong adaptability, as well as analytical and logical thinking skills.

Skills