Senior Technical Support Analyst in Nottingham

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.

Benefits

• 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 is responsible for providing customer service while resolving and managing complex and large-scale technical incidents or service requests raised by end users of Perceptive supported systems or applications.

Key Responsibilities

• Customer Service
  • Monitor service delivery channels and collect performance data.
  • Assist with the specification, development, research, and evaluation of service standards.
  • Apply these standards to resolve or escalate issues and give technical briefings to staff.
  • Update the customer with progress on assigned records until resolution.
• Customer Confidentiality
  • Ensures customer confidentiality at all times.
• Expert Advice
  • Maintain expert level knowledge in one or more specialisms.
  • Provide definitive advice and oversee the provision of specialist advice by others.
  • Consolidate expertise from multiple sources to provide coherent advice.
  • Support and promote the sharing of specialist knowledge within the organization.
  • Represent the team in technical meetings.
• Incident Management
  • Prioritize and diagnose incidents according to agreed procedures.
  • Investigate causes, seek resolution, and, if unresolved, escalate incidents.
  • Facilitate recovery and document closure of incidents.
  • Work individually or as part of a team to resolve complex incidents.
• Service Requests
  • Follow process to complete service requests within SLA.
  • Assess and analyze release components and provide input to scheduling.
  • Carry out builds and tests in coordination with testers and specialists.
  • Maintain and administer tools and methods, ensuring information exchange with configuration management.
  • Ensure release processes and procedures are maintained.
• Change Management
  • Assess, analyze, develop, document, and implement changes based on change requests.
• Application Management
  • Maintain application support processes and ensure all requests are dealt with according to procedures.
  • Use application management software to investigate issues, collect performance statistics, and create reports.
• Problem Management
  • Initiate and monitor actions to investigate and resolve problems.
  • Determine problem fixes and assist with implementation of remedies.
• Service Improvement
  • Identify and implement service improvements to processes or technology.
  • Use data analysis to support improvement initiatives.
• Database Management
  • Collect performance statistics with DBMS tools.
  • Perform agreed database maintenance and administration tasks.
• Relationship Management
  • Implement stakeholder engagement/communications plan.
  • Manage resolutions, corrective actions, lessons learned, and dissemination of information.
  • Collect and use feedback to measure stakeholder management effectiveness and improve relationships.
• Other Duties
  • Carry out any other reasonable duties as requested.

Skills

• Excellent interpersonal, verbal and written communication skills.
• Flexibility with work assignments and new learning.
• Ability to manage multiple and varied tasks with enthusiasm and prioritise workload with attention to detail.
• Methodical work style in a fast-paced, time-sensitive environment.
• Demonstrable critical thinking and problem-solving ability.
• Process improvement implementation.
• Proactive participation in skills improvement training.
• Up-to-date awareness of trends, tools, technology, and processes in the Life Sciences domain.
• Self-starter and able to work independently.
• Flexibility to cover a range of shift patterns, including unsociable hours.
• Provide input and support to engineering and software development.
• Adherence to Perceptive core values.

Knowledge and Experience

• Experience using tools to communicate progress to stakeholders.
• Experience in regulated environments (GxP, Financial, etc.) or transferable testing experience.
• Understanding of Agile methodologies (preferably Scrum), UML, Object-Oriented, Data Modeling, Process Modeling, and other development methodologies.
• Previous experience in the eClinical domain, specifically patient and medication management within RTSM/IRT applications.
• Experience in the life sciences sector.
• Professional experience in a similar role.
• Customer service experience.
• ITIL awareness.
• Technical helpdesk experience.
• Proven coaching and mentoring experience.
• Experience of the Software Development Life Cycle.
• Experience adopting ITIL processes/practices.

Education and Certifications

• Bachelor’s Degree in a technical discipline (Maths, Science, Engineering, Computing, etc.) or equivalent project-related experience.
• Fluent English.
• ITIL V3 Certification.
• Understanding of SQL essential.

EEO Statement

We do not discriminate based on 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.