At a Glance
- Tasks: Provide advanced IT support and improve service delivery efficiency.
- Company: ProPharma, a leader in biotech and pharmaceutical consulting.
- Benefits: Hybrid work model, competitive salary, and a focus on diversity and inclusion.
- Other info: Collaborative environment with opportunities for professional growth and development.
- Why this job: Join a team that drives innovation in healthcare technology and makes a real impact.
- Qualifications: 4-5 years in IT support, strong problem-solving skills, and ITIL certification.
The predicted salary is between 40000 - 50000 £ per year.
About ProPharma
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. With deep domain expertise in regulatory sciences, clinical research solutions, quality & compliance, pharmacovigilance, medical information, and R&D technology, ProPharma offers an end-to-end suite of fully customizable consulting solutions that de-risk and accelerate our partners’ most high-profile drug and device programs.
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. This is a HYBRID role, involving working from our offices in Richmond, North Yorkshire (DL10).
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.
Senior IT Technician in Richmond employer: ProPharma
ProPharma is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for a Senior IT Technician to thrive. With a commitment to diversity, equity, and inclusion, employees are empowered to be their authentic selves while contributing to meaningful advancements in healthcare. The hybrid work model in Richmond, North Yorkshire, offers flexibility alongside opportunities for professional growth and development within a supportive team environment.
StudySmarter Expert Advice🤫
We think this is how you could land Senior IT Technician in Richmond
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who might have insights into ProPharma. A friendly chat can sometimes lead to opportunities that aren’t even advertised.
✨Tip Number 2
Prepare for the interview by brushing up on your problem-solving skills. Think of examples where you’ve tackled complex issues in IT support. We want to see how you approach challenges and improve processes!
✨Tip Number 3
Show off your automation know-how! Be ready to discuss any past experiences with scripting or workflow automation. Highlighting your ability to streamline operations will definitely catch our eye.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining our team at ProPharma.
We think you need these skills to ace Senior IT Technician in Richmond
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior IT Technician role. Highlight your experience in IT service delivery and any automation or optimisation initiatives you've been part of. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a great fit. Don’t forget to mention any relevant certifications or experiences that set you apart.
Showcase Your Problem-Solving Skills:In your application, be sure to include examples of how you've tackled complex operational issues in the past. We love seeing candidates who can not only identify problems but also implement effective solutions!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at ProPharma
✨Know Your Stuff
Make sure you brush up on your IT service delivery knowledge and operational best practices. Familiarise yourself with the tools and platforms mentioned in the job description, especially around automation and optimisation initiatives. Being able to discuss specific examples from your experience will show that you're not just a theory person but someone who can apply their knowledge effectively.
✨Showcase Problem-Solving Skills
Prepare to discuss how you've tackled complex operational issues in the past. Think of specific incidents where you identified root causes and implemented preventative measures. This will demonstrate your strong problem-solving skills and your focus on long-term solutions rather than just managing symptoms.
✨Communicate Clearly
Since you'll be working with both technical and non-technical stakeholders, practice explaining complex IT concepts in simple terms. During the interview, aim for clarity and confidence in your communication. This will help the interviewers see that you can bridge the gap between different teams effectively.
✨Be Ready to Collaborate
ProPharma values teamwork, so be prepared to discuss how you've worked collaboratively with other IT teams and third-party vendors. Share examples of successful projects or initiatives where you contributed to improving service stability and user experience. This will highlight your ability to work well in a hybrid environment.
