Senior Technical Support Analyst - #193161

We’re on a mission to change the future of
clinical research. At Perceptive, we help the
biopharmaceutical industry bring medical
treatments to the market, faster.
Our mission is to change the world
but to do this, we need people like you.

What can we offer you?

Apart from job satisfaction, we can offer you:

• 25 days’ holiday (with the option to buy more)
  

• Health Cash Plan
• Optional private health, dental insurance, and health screens
• Cycle to work scheme
  

• Generous pension scheme with up to 10% employer contribution
• Life assurance
• Season ticket loan

About the role

The Senior Technical Support Analyst role is to provide customer service whilst resolving and managing complex and large-scale technical incidents or service requests raised by end users of Perceptive supported systems or Perceptive applications.

Key Accountabilities:

Customer Service

• Monitors service delivery channels and collects performance data.

• Assists with the specification, development, research, and evaluation of services standards.

• Applies these standards to resolve or escalate issues and gives technical briefings to staff members.

• Updating the customer with progress on your assigned records until resolution

• Ensures customer confidentiality

• Actively maintains recognized expert level knowledge in one or more identifiable specialisms.

• Provides definitive and expert advice in their specialist area(s).

• Oversees the provision of specialist advice by others, consolidates expertise from multiple sources, including third party experts, to provide coherent advice to further organizational objectives. Supports and promotes the development and sharing of specialist knowledge within the organization.

• Represent the team in technical meetings

• Support project activities

Incident Management

• Prioritizes and diagnoses incidents according to agreed procedures.

• Investigates causes of incidents and seeks resolution.

• Escalates unresolved incidents.

• Facilitates recovery, following resolution of incidents.

• Documents and closes resolved incidents according to agreed procedures.

• Work as an induvial or part of team in resolving complex incidents.

• Escalate incidents to Problem Management when required

Service Requests

• Follow process to complete Service Requests within the Service Level agreement assesses and analyses release components.

• Provides input to scheduling.

• Carries out the builds and tests in coordination with testers and component specialists maintaining and administering the tools and methods - manual or automatic - and ensuring, where possible, information exchange with configuration management.

• Ensures release processes and procedures are maintained.

Change Management

• Assesses, analyses, develops, documents, and implements changes based on requests for change.

Application Management

• Maintains application support processes, and checks that all requests for support are dealt with according to agreed procedures.

• Uses application management software and tools to investigate issues, collect performance statistics and create reports.

Problem Management

• Initiates and monitors actions to investigate and resolve problems in systems, processes, and services.

• Determines problem fixes/remedies.

• Assists with the implementation of agreed remedies and preventative measures.

Continued Service Improvement

• Works with the manager to identify and implement service improvements to either process or technology

• Use data to perform analysis in the identification and benefits of the service improvement

Data management

• Uses database management system software and tools to collect agreed performance statistics.

• Carries out agreed database maintenance and administration tasks.

Relationship management

• Implements stakeholder engagement/communications plan.

• Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information.

• Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management.

• Helps develop and enhance customer and stakeholder relationships.

Other

• Carryout any other reasonable duties as requested.

Skills:

• Excellent interpersonal, verbal and written communication skills

• A flexible attitude with respect to work assignments and new learning

• Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail

• Must have the ability to work methodically in a fast-paced, time-sensitive environment

• Demonstrable ability to apply critical thinking to problems and tasks

• Ability to identify and implement process improvements

• Proactively participates in skills improvement training and encourages their teams to participate

• Maintains an up-to-date awareness of trends, tools, technology, techniques and processes that affect technology within the Life sciences domain

• A self-starter and able to work under own initiative

• The ability to work flexibly to cover a range of different shift patterns when required which may include unsociable hours

• Provide input and support to engineering and software development

• Adherence to the Perceptive core values

Knowledge and Experience:

• Experience using tools to communicate progress to Stakeholders

• Experience of regulated environments (GxP, Financial, etc…) or relevant testing experience from another domain that is transferable

• Understanding of Agile methodologies (preferably Scrum), UML, Object Orientated, Data Modeling, Process Modeling and/or other development methodologies

• Previous experience within the eClinical domain, specifically patient and medication management within RTSM / IRT applications

• Experience of working in and knowledge of the life sciences sector

• Solid Professional experience in the same or very similar role

• Customer service experience

• ITIL awareness

• Technical Helpdesk experience

• Proven experience of successful coaching and mentoring

• Experience of the Software Development Life Cycle

• Experienced in adopting ITIL processors/practices

Education:

• Bachelor's Degree in a technical discipline (Maths, Science, Engineering, Computing, etc.) or a related study, or equivalent project-related experience

• English: Fluent

• ITIL V3 Certification

• Understanding of SQL essential

Come as you are.
We're proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, colour, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.