Senior IT Technician in Richmond

For the past 25 years, ProPharma has improved the health and wellness of patients by providing advice and expertise that empowers biotech, med device, and pharmaceutical organizations of all sizes to confidently advance scientific breakthroughs and introduce new therapies. ProPharma partners with its clients through an advise-build-operate model across the complete product lifecycle.

The Senior IT Technician – Platform & Service Enablement provides advanced technical and operational support focused on improving the reliability, efficiency, and scalability of IT services and platforms. The role acts as an escalation point for technicians while contributing to automation, optimisation, and continuous improvement initiatives.

Main Responsibilities:

• Act as a senior escalation point for complex operational and service‐related issues.
• Support service delivery activities including incident, change, and problem handling.
• Analyse recurring incidents and operational issues to identify root causes and preventative actions.
• Identify, design, and implement opportunities to automate repetitive tasks and operational workflows.
• Support and maintain operational platforms, tools, and integrations that enable efficient service delivery.
• Analyse service and ticket data to identify trends, inefficiencies, and improvement opportunities.
• Work collaboratively with Systems, Security, and Infrastructure teams to improve service stability and user experience.
• Coordinate with third‐party vendors and internal stakeholders during incidents, changes, and improvement initiatives.
• Create and maintain documentation, runbooks, and knowledge articles to support scalable operations.

Necessary Skills and Abilities:

• Strong understanding of IT service delivery and operational best practices in a tool‐agnostic environment.
• Experience contributing to automation and optimisation initiatives within IT operations.
• Ability to analyse operational data and translate insights into actionable improvements.
• Familiarity with scripting, workflow automation, or low‐code platforms (e.g. PowerShell, APIs, automation rules) is desirable.
• Strong problem‐solving skills with a focus on eliminating repeat issues rather than managing symptoms.
• Excellent written and verbal communication skills.
• Ability to work effectively across technical and non‐technical stakeholders.

Educational Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent work experience may be considered in lieu of a degree.
• ITIL Foundation certification required; advanced ITIL certifications are a plus.
• Additional certifications related to ITSM platforms (e.g., ManageEngine, ServiceNow) or systems administration are highly desirable.

Experience Requirements:

• Minimum 4–5 years’ experience in IT support, service operations, or systems-related roles.
• Demonstrable experience working in service delivery environments, supporting incident, change, or problem activities.
• Proven experience contributing to operational improvements, optimisation, or automation initiatives.
• Experience working with IT platforms, tooling, or integrations that support service delivery.
• Exposure to analysing service data, trends, or performance metrics to drive improvements.
• Experience working collaboratively across multiple IT teams and with third‐party vendors.

We celebrate our differences and strive to create a workplace where each person can be their authentic self. We are committed to diversity, equity, and inclusion. Employees are encouraged to unleash their innovative, collaborative, and entrepreneurial spirits. With a holistic approach as an Equal Opportunity Employer, we provide a safe space where all employees feel empowered to succeed.

All applications to roles at ProPharma are personally reviewed by a member of our recruitment team. We do not rely on AI screening tools to support our hiring process. You will always receive an outcome to your application so that you have an answer from us - whether you're successful or not.

Whilst ProPharma supports remote working, we also recognise the value that comes from in person collaboration. As such, we encourage any new hires that are based within a reasonably short commute of one of our offices to work on a hybrid basis and spend some time working from that office location, as agreed with your manager. All applications will be treated on their own merit and candidates will not be at any advantage or disadvantage based on their proximity to an office.