AVP Application, Infrastructure and Service Management

About the role

The Systems Analyst will manage and support production of Charles River IMS systems for multiple clients as part of SaaS Operations and strategy. The role involves close client interaction, application administration, and support for client production environments.

Key responsibilities

• Respond to technical assistance requests via Teams and Email, with minimal travel.
• Diagnose software issues, recommend solutions, and test work‑arounds.
• Collaborate with engineering and QA teams, and research third‑party software issues.
• Maintain detailed logs of customer interactions and produce resolution reports.
• Manage special projects, contribute to support process improvements, and handle sensitive customer issues.
• Provide feedback to product engineering, assist with new product introductions, and create environment sizing documents for Azure migrations.

Required profile

• BS degree in Computer Science, Engineering, Mathematics, or BA in Finance/Business with IT concentration.
• Experience with structured programming languages and development tools.
• Strong hands‑on SQL experience and understanding of relational database theory.
• Ability to solve complex technical problems with strong analytical mindset.
• Experience delivering escalation services for complex technical and operational issues.

Required skills

• SQL
• Relational database concepts
• Structured programming languages (e.g., Java, C#)
• Development tools (e.g., IDEs, version control)
• Azure environment sizing and configuration
• Application monitoring and observability tools