IT Access, Automation, and System Administrator

TL;DR

IT Access, Automation, and System Administrator (ITSM): Manage user access, automate IT processes, and administer Global Service Desk (GSD) platform with an accent on workflow configuration, integrations, and performance optimization. Focus on designing scalable ITSM workflows, troubleshooting access issues, implementing automations via PowerShell and APIs, and driving continuous improvements in a regulated pharma environment.

Location: United States. Supports remote working with hybrid encouraged if near offices. Must be available during standard US business hours.

Company

Consulting firm providing end-to-end solutions for biotech, medtech, and pharma across product lifecycle, with expertise in regulatory sciences, clinical research, quality, pharmacovigilance, and R&D technology.

What you will do

• Handle User Account Management (UAM) tickets: process new hires/terminations, provision Microsoft access, troubleshoot issues, and script with PowerShell for Active Directory.
• Administer GSD platform: ensure stability, design workflows/forms/SLAs, manage integrations with enterprise systems, and leverage analytics for KPIs and improvements.
• Administer other IT applications as assigned, own processes, and support business-specific service delivery.
• Identify and implement process improvements, automations, and integrations collaborating with IT and business stakeholders.
• Prioritize responsibilities and provide support/training on platforms.

Requirements

• Deep understanding of ITSM frameworks (ITIL) and hands-on experience with ManageEngine ServiceDesk Plus or similar.
• Ability to design scalable workflows/automations, troubleshoot issues, manage integrations via APIs/webhooks.
• Excellent communication, organization, prioritization, and process adherence skills.
• High accuracy, attention to detail, and availability during standard US business hours.
• 3–5 years experience with enterprise ITSM platforms (2+ years ManageEngine), ITIL principles, Global Service Desk support in regulated (GxP/ISO) environments.

Nice to have

• Bachelor’s in IT/Computer Science or equivalent.
• ITIL Foundation (required); advanced ITIL, ManageEngine/ServiceNow certifications.

Culture & Benefits

• Diversity, equity, inclusion-focused workplace encouraging authentic self-expression and innovation.
• Supports remote working with hybrid collaboration for those near offices, as agreed with manager.
• Personal review of all applications by recruitment team, no AI screening, always receive outcome.
• Equal opportunity employer treating applications on merit, no advantage/disadvantage based on office proximity.