SENIOR APPLICATION SUPPORT SPECIALIST

Senior Application Support Specialist

at Twist Bioscience USA - South San Francisco, CA About Global Application Support team

The Global Application Support team is looking for a passionate, energetic and customer focused Application Support Specialist to assist in the delivery of mission and business critical application services with internal customers.

This person will report into Application Support manager and work closely with Sales & Marketing, Operations, Customer Support, Finance, Supply-chain, and other relevant teams to find quick solutions and resolve support tickets supporting a wide range of applications and technologies.

This person must be passionate about technology, provide excellent customer service, and thrive in a fast-paced environment.

Responsibilities

• Own, monitor and troubleshoot technical issues and work with Application, DevOps and 3rd party vendor teams to resolve advanced issues when necessary
• Provide efficient application support and administration, including incident response / triage and resolution management, service request fulfilment, and problem management
• Develop debug / monitoring tools for multiple applications i.e., SAP, Salesforce, E-commerce, customer APIs and manufacturing applications
• Own & monitor incident management and KPI processes
• Provide training to customer and employees for business applications as needed
• Identify opportunities for improvement and act on them. Create documentation for known issues and build knowledge base
• Work with product teams to provide feedback and build requirements as needed
• Work with peers at other global locations to shorten turn-around-time for resolving support tickets
• Specialists may be required to be on-call on a rotating basis throughout the year

Requirements

• Bachelor's degree in Information Technology or Computer Science or a related field
• 6+ years of experience in IT industry working as application support specialist or similar role in a corporate environment working with enterprise applications i.

e. Salesforce, SAP, E-commerce and other customer applications

• 1-2 years of experience with Jira, Confluence and Opsgenie tools from Atlassian or other relevant tools for application support and incident management
• Some skills with SW development, debugging, scripting
• Manage application support queues, resolve incidents, and support tickets in timely manner and meet SLAs
• Ability to provide step-by-step technical help, both written and verbal and enhance user experience with automation and enhance tool capabilities
• Flexibility and strong problem-solving skills
• Highly motivated and self-directed
• Excellent communication skills - verbal, written, and slack manner

About Twist Bioscience

Twist Bioscience synthesizes genes from scratch, known as writing DNA. Just as children learn to both read and write, the next phase of development for the genomics revolution is the ability to write DNA.

At Twist Bioscience, we work in service of people who are changing the world for the better. In fields such as health care, agriculture, industrial chemicals and data storage, our unique silicon-based DNA Synthesis Platform provides precision at a scale that is otherwise unavailable to our customers.

Twist Bioscience Corporation is an Equal Opportunity Employer. Twist Bioscience Corporation provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic characteristics, or any other category protected by law.

San Francisco applicants : Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.