Application Support Specialist - Komodo Health Platforms

Arcondis AG seeks a Mid-level Application Support Specialist to provide L2 support for Komodo Health platforms, ensuring SLA compliance and system reliability in a remote setting.

This position sits within the Managed Services team at Arcondis AG, where the primary objective is to deliver reliable support for Komodo Health platforms. The specialist is responsible for maintaining system health, resolving technical issues promptly to meet service level agreements, and collaborating with various stakeholders to ensure seamless platform operations.

Responsibilities

• Deliver Level 2 application support for Komodo Health platforms (KPP and MIC), ensuring all issues are resolved within agreed service level agreements.
• Proactively monitor platform health and integration points to detect and fix potential problems before they affect end-users.
• Handle daily service requests, including generating reports, managing user access and permissions, and performing data loads and validation.
• Triage incidents involving Komodo or third-party applications and escalate them to the appropriate vendors or internal support teams when necessary.
• Troubleshoot bugs, address ad-hoc requests, and conduct testing to maintain overall system reliability.
• Diagnose integration failures and update APIs as needed to preserve system interoperability.
• Work closely with IT departments, business stakeholders, and external technology partners to reduce disruptions and ensure smooth operations.
• Drive continuous improvement by implementing DevOps automation and enhancing platform capabilities.
• Maintain and update GxP validation documentation to ensure all system modifications comply with regulatory and quality standards.
• Document all system changes and keep configuration baselines up to date to support audit readiness.

Requirements

• A degree in IT, Computer Science, Information Systems, or a closely related discipline.
• Minimum of three years of experience in system administration or application support, with preference given to candidates from healthcare, pharma, or life sciences sectors.
• Strong analytical abilities to identify gaps, propose effective solutions, and drive process improvements and automation.
• Solid general IT knowledge, including cloud and on-premises solutions, Azure, networking, MSSQL/SQL, and security configurations, with the ability to troubleshoot across infrastructure, database, and integration layers.
• Understanding of API integrations, data flows, and troubleshooting methodologies.
• A systematic, business-focused approach, openness to new technologies, and strong communication, documentation, and presentation skills.
• Comfortability interacting with stakeholders at various seniority levels in a remote environment.
• Experience using ServiceNow or comparable ITSM tools.
• Proficiency in English, both written and spoken.

Nice to have

• Practical experience with Komodo Health platforms, particularly KPP and MIC.
• Familiarity with Salesforce or other data-driven SaaS platforms.
• Technical knowledge of Windows, SQL Server, and Azure.
• Understanding of SDLC frameworks and Computer System Validation (CSV).
• Experience working in Agile environments.
• Knowledge of coding standards and languages such as Java, LotusScript, Notes, JavaScript, HTML, CSS, and VBA.
• Experience in user and peer training and support for system users across global locations.
• Strong understanding of release management and DevOps practices.

About the company

Arcondis AG is a global consulting firm dedicated exclusively to the healthcare and life sciences industries. Owned by a charitable foundation, the company is committed to social causes and aims to improve lives through its work. The culture emphasizes collaboration, innovation, and community, with leadership expected to lead by example. Arcondis embraces diversity and inclusivity and actively seeks to give back to the community.

• Exclusive focus on healthcare and life science industries.
• Ownership by a charitable foundation with annual contributions to social causes.
• Mission-driven culture with the motto 'We make healthcare better.'
• Emphasis on collaboration, innovation, and community.
• Leadership that leads by example and demonstrates dedication to mission and values.
• Commitment to diversity, inclusivity, and community engagement.