Ocular Therapeutix is seeking an Information Technology Analyst with experience in delivering technical and logistical support to a diverse and dynamic environment. Success in this position means streamlining and implementing service processes, meeting SLAs, and driving continuous improvements. In addition to having a solid technical background, this candidate must have strong communications skills, be able to work with an outsourced Helpdesk department, and have a passion for service. The ideal candidate will have worked in the Life Sciences industry.
This role is composed of several distinct elements: IT Service Management, Training, and Continuous Improvement. Each segment is discussed below.
This is a hands-on technical role. The successful candidate will be responsible for the following:
With a goal of achieving a first call closure, the successful candidate will need to have a broad set of skills to understand the underlying issues and resolve incidents to the user’s satisfaction. Detailed records of service requests and resolutions must be maintained throughout the support process.
The successful candidate will be responsible for conducting new hire orientations and for keeping training / reference documents up-to-date.
To help drive our goal of continuous improvement, the successful candidate must understand and be able to optimize Helpdesk processes and procedures to increase the efficiency and effectiveness of our end users.