IntegriChain is the data and application backbone for market access departments of Life Sciences manufacturers. We deliver the data, the applications, and the business process infrastructure for patient access and therapy commercialization. More than 250 manufacturers rely on our ICyte Platform to orchestrate their commercial and government payer contracting, patient services, and distribution channels. ICyte is the first and only platform that unites the financial, operational, and commercial data sets required to support therapy access in the era of specialty and precision medicine. With ICyte, Life Sciences innovators can digitalize their market access operations, freeing up resources to focus on more data-driven decision support.  With ICyte, Life Sciences innovators are digitalizing labor-intensive processes – freeing up their best talent to identify and resolve coverage and availability hurdles and to manage pricing and forecasting complexity.

We are headquartered in Philadelphia, PA (USA), with offices in: Ambler, PA (USA); Pune, India; and Medellín, Colombia. For more information, visit www.integrichain.com, or follow us on Twitter @IntegriChain and LinkedIn.

Key Responsibilities: 

• Respond to functional queries and workarounds for file transfer and automation issues in Production and lower environments.
• Perform a root cause analysis for MFT issues reported by the customer/user.
• Collaborate with other product teams/stakeholders to ensure timely resolution of customer issues.
• Assist in MFT configuration to ensure various components are communicating with one another.
• Lead customer discussions around status updates, functional training, and application workshops.
• Maintain quality as per SLA and the SOP.
• Triaging high-priority MFT Support Tickets.
• Perform impact analysis and manual testing.
• Ensure change management processes are compliant with auditrequirements.
• Ticketing customer issues and tracking them to closure.
• Monitor and manage MFT jobs (GoAnywhere):
  • Ensure successful file transfers between systems, partners, or clients.
  • Proactively respond to failed or delayed transfers.
• Troubleshooting:
  • Investigate and resolve file transmission issues, connectivity problems, and protocol errors.
  • Collaborate with internal teams or external partners for incident resolution. Any new process or change to an existing process to be documented and/or creating new SOPs.

• Be able to understand data flow models and file structures.
• Must have some experience of working as Customer facing role for a SaaS product.
• ITIL Certification preferred
• Good command of the English language. Excellence in written and verbal communication skills.
• Demonstrative Experience with SQL querying and MySQL or PostgreSQL is required.
• Knowledge of GoAnywhere (MFT) is preferred.
• Demonstrative knowledge of any of the following tools is a requirement: AWS Glue, Talend, Azure Data Factory, and Informatica Power Center.
• Knowledge of SQL stored procedures, functions, and triggers in SQL.
• Must have a “Take Charge” attitude.

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What does IntegriChain have to offer?

• Mission-driven: Work with the purpose of helping to improve patients' lives! 
• Excellent and affordable medical benefits + non-medical perks including Flexible Paid Time Off and much more!
• Robust Learning & Development opportunities, including over 700+ development courses, free to all employees

IntegriChain is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to race, color, religion, national origin, ethnicity, age, sex, marital status, physical or mental disability, gender identity, sexual orientation, veteran or military status, or any other category protected under the law. IntegriChain is an equal opportunity employer, committed to creating a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

IntegriChain is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to race, color, religion, national origin, ethnicity, age, sex, marital status, physical or mental disability, gender identity, sexual orientation, veteran or military status, or any other category protected under the law. IntegriChain is an equal opportunity employer; committed to creating a community of inclusion, and an environment free from discrimination, harassment, and retaliation.