| Chennai, Tamil NaduNoida, Uttar Pradesh
Job Summary
As an Appian Support Specialist for the pharmaceutical sector, you will play a critical role in ensuring the stability, performance, and continuous improvement of Appian-based business process solutions. Your focus will be on incident management, problem resolution, and operational support to maintain high availability of applications supporting clinical operations and regulatory compliance.
Key Responsibilities
- Monitor and support Appian BPM applications, ensuring 24/7 availability and performance for pharma and healthcare clients.
- Manage incidents and service requests using ServiceNow, following ITIL best practices for incident, problem, and change management.
- Troubleshoot application issues, analyze root causes, and implement fixes or workarounds to restore services.
- Collaborate with development teams to escalate complex issues and coordinate minor enhancements or bug fixes.
- Create and maintain knowledge articles in Confluence for common issues and resolution procedures.
- Monitor application health using Dynatrace and BigPanda, proactively identifying and addressing potential issues.
- Track and manage support tickets in JIRA, ensuring SLA compliance and timely resolution.
- Perform routine maintenance tasks using shell scripts and coordinate with infrastructure teams for AWS/Azure-related issues.
- Participate in on-call rotations and provide after-hours support as needed.
- Document operational procedures and contribute to continuous service improvement initiatives.
Skill Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 2+ years of experience in application support or IT operations, preferably with Appian-based solutions.
- Strong understanding of ITSM processes (ITIL certified preferred) and experience with ServiceNow.
- Proficiency with monitoring tools such as Dynatrace and BigPanda for proactive incident detection.
- Experience with JIRA for ticket management and Confluence for documentation.
- Basic shell scripting skills for automation and routine maintenance tasks.
- Foundational knowledge of AWS and Azure cloud platforms.
- Basic understanding of Appian design, workflows, and integrations (REST, SOAP, SQL) is a plus.
- Excellent problem-solving, analytical, and communication skills.
- Familiarity with GxP, HIPAA, or other regulatory standards in healthcare.
- Exposure to GenAI technologies and Gemini for AI-assisted operations and automation is a plus.
Other Requirements
1.Appian Designer certification is preferred
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