Application Support Analyst

At Norgine, our colleagues Dare themselves to be different and try new things, Drive to achieve their goals and beyond, and Develop themselves and their community. We call it the 3D career at Norgine and it offers you a fully-rounded experience with no limits. Bring everything about yourself that you're proud of, whether that's your passion for making a difference, focus on others' well-being, or intellectual curiosity to unleash in a fast-paced environment and supportive community. In return, get a sense of belonging, a long-term career with ongoing development and upskilling, and a company that cares about people's wellness as much as you do. Because at Norgine, we transform lives with innovative healthcare solutions.

We have an exciting opportunity for an Application Support Analyst to join Norgine. The person holding this position will report to the Head of IT.

The core responsibility:

• The Application Support Analyst is the day-to-day Technical Owner of the Enterprise Systems that they support.
• Responsible for troubleshooting Application layer issues, initiating and coordinating with various teams across the business to resolve issues.
• Lead any root cause analysis activities and remain responsible for managing systems to ensure that they are maintained to avoid issues and remain validated.
• Maintain GxP Systems/Applications which are used by the business functions within the approved Software Development Management Lifecycle.

This role is a 12 month FTC role.

Requirements:

• Managing issues as they arise and providing resolutions or workarounds that maintain the validated state of the system.
• Leading root cause analysis investigations to prevent reoccurrence of incidents and problems.
• Management and production of system reporting to support Service agreements and proactive system management.
• Supplier Management: Work with suppliers, supporting annual reviews, ensuring appropriate technical knowledge transfer is completed.
• Issue resolution activities are complete appropriately to maintain system compliance.
• Maintain system availability/performance.
• Active management of software licences.
• Managing routine maintenance activities such as server restarts, and general system housekeeping activities including knowledge of application logs.
• Managing the full lifecycle of changes on allocated systems to ensure change requests are fulfilled according to standard operating procedures.
• Leading/Participating in upgrade projects as appropriate.
• Risk/Impact assessment of any application patches or upgrades provided by the Vendor to manage end-of-life risk and wider implications of required changes/updates.
• Management of technology dependency roadmap to ensure that Operating systems, databases and any 3rd party technical applications do not pose a risk to the system by going end of life/unsupported.
• Adhering to the Disaster Recovery Schedule to ensure the overall system can be recovered/restored to support defined RPO and RTO.
• Testing of the applications to ensure system works correctly following critical server patching.
• Assisting with Periodic reviews of GxP Systems.
• Provide comprehensive support and end user documentation for all systems and project implementations to improve support team knowledge and the end user experience.
• Fulfilling the role of Subject Matter Expert for all assigned technologies.
• Out of hours working will be required as part of this role.
• Some travel may be required as part of this role.
• Quality Documentation including but not limited to: Deviation Change Control (including emergency), Periodic Review, System Descriptions, SOPs/WI's.
• Managing and maintaining the system inventory including but not limited to: DR RAG status, Vendor Information, License information, Technology Roadmap, System responsibilities.

RELATIONSHIPS:

• Key users and stakeholders.
• IT Team.
• Business System Owner or delegate, business users and Vendors, as required.
• Matrix reporting - IT Business Analyst team (working on their projects and day-to-day support of their applications).
• IT Governance Staff (liaise for documentation and change management guidance).

Skills & Knowledge:

• IT Enterprise Application support experience.
• Good understanding of IT technologies such as Servers, desktops/laptop PCs and ad-hoc application support.
• Knowledge and experience of working in cross-functional, international project environments in matrix management structure.
• Knowledge and experience of working within GxP principles is an advantage.
• Excellent customer service attitude.
• Must possess a 'can do' attitude and be enthusiastic with a positive outlook.
• Excellent planning, organisational and prioritising skills.
• Exceptional attention to detail, with good literacy and numerical skills.
• A self-starter with a high degree of initiative, ability to work independently and as part of a team.
• Good Communication and documentation skills.
• Solution/Results-orientated.

Benefits:

Our benefits may vary per location. Please liaise with the Norgine TA representative to obtain more information.

Sound good? Find out more about the career you'll have with Norgine, then apply here.