Senior Technical Support Analyst (Life Sciences)

TL;DR

Senior Technical Support Analyst (Life Sciences): Resolving and managing complex technical incidents and service requests for clinical research systems with an accent on biopharmaceutical applications and regulated environments. Focus on providing expert technical advice, managing the incident lifecycle, and implementing service improvements in the eClinical domain.

Location: Nottingham, UK

Company

hirify.global helps the biopharmaceutical industry bring medical treatments to the market faster by transforming the future of clinical research.

What you will do

• Manage and resolve complex technical incidents and service requests for hirify.global applications.
• Provide expert technical advice, conduct briefings, and represent the team in technical meetings.
• Coordinate build and test activities for service requests in coordination with component specialists.
• Assess and implement changes based on requests for change while maintaining application support processes.
• Identify and execute service improvements for processes and technology using data analysis.
• Perform database maintenance and collect performance statistics using SQL tools.

Requirements

• Must be based in Nottingham, UK.
• Bachelor's Degree in a technical discipline (Maths, Science, Engineering, Computing) or equivalent experience.
• English: Fluent (C1) proficiency required.
• ITIL V3 Certification and essential proficiency in SQL.
• Proven professional experience in the life sciences sector and eClinical domain (specifically RTSM/IRT applications).
• Experience working in regulated environments such as GxP or Financial.

Nice to have

• Understanding of Agile methodologies (preferably Scrum), UML, and Data/Process Modeling.
• Experience with the Software Development Life Cycle (SDLC).
• Previous experience in coaching and mentoring team members.

Culture & Benefits

• 25 days of holiday with the option to buy more.
• Comprehensive health package including a Health Cash Plan and optional private health and dental insurance.
• Generous pension scheme with up to 10% employer contribution.
• Life assurance and season ticket loan.
• Cycle to work scheme.