Sr IT Analyst - End User Support (on-site)
Company: Syneos Health - USA
Location: Morrisville
Posted on: January 26, 2023
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Job Description:
DescriptionSr IT AnalystSyneos Health is the only fully
integrated biopharmaceutical solutions organization purpose-built
to accelerate customer success. We lead with a product development
mindset, seamlessly connecting our capabilities to add high-value
insights to speed therapies to patients and provide practical value
to help our customers achieve their objectives.Every day we perform
better because of how we work together, as one team, each the best
at what we do. We bring a wide range of talented experts together
across a wide range of business-critical services that support our
business. Every role within Corporate is vital to furthering our
vision of Shortening the Distance from Lab to Life -.Discover what
our 29,000 employees, across 110 countries already know:WORK HERE
MATTERS EVERYWHEREWhy Syneos HealthWe are passionate about
developing our people, through career development and progression;
supportive and engaged line management; technical and therapeutic
area training; peer recognition and total rewards program.We are
committed to our Total Self culture - where you can authentically
be yourself. Our Total Self culture is what unites us globally, and
we are dedicated to taking care of our people.We are continuously
building the company we all want to work for and our customers want
to work with. Why? Because when we bring together diversity of
thoughts, backgrounds, cultures, and perspectives - we're able to
create a place where everyone feels like they belong.Principal
Accountabilities:Work closely with onsite support staff to obtain
technical knowledge and to permanently solve chronic problems for
Executive Leadership Team (ELT).Training: Be willing to impart on
the job and commercial training designed to enhance skills and
support capabilities.Job responsibilities--- Technical Lead or SME
in one or more projects/implementation work as requested and
assigned.--- Owner of one or more services or processes within IT.
Operational input to service road maps.--- Responsible for the
configuration support, maintenance and setup of application
modules. Establishes system parameters and formats; ensures
software compatibility, and coordinates and/or modifies user
requirements in terms of existing and projected system capacity and
capabilities.--- Analyzes internal customers' needs and is a leader
on recommendation of existing Syneos solutions.--- Identifies,
investigates and owns improvement opportunities to achieve optimal
service delivery.--- Leads escalation efforts across appropriate
teams and partners as required or necessary. Contributes to the
root cause analysis and data interpretation for service issues.---
Oversees resolution or resolves trouble tickets as assigned or
escalated.--- Develops, refines and follows process flows based on
the ITIL guidelines and adapts to business requirements.--- Defines
and meets service levels based on expectations set by the
supervisor and by the business.--- Collaborates with other IT
support groups and other business groups to fulfill operational
requests and issues.--- Owns the creation of one or more training
plan by using internal and external resources for career
development and business support purposes. Maintains current
knowledge of technology trends.QualificationsWhat we're looking
forBachelor's degree in Computer Science or equivalent education
and experience.5+ year's Service Desk, customer service, and
support experience with problem solving involving hardware,
software, and networks.Phone support experience necessaryTechnical
helpdesk or technical call center experience is
necessary.Disciplined, systematic problem-solving skills
required.Hands-on work experience with the following:Windows
Operating systems Windows 10, 11Mac OSServers: Windows 2000+Remote
desktop connectivity applications: RDP, TeamViewer, BomgarMS Office
O365: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/ExchangeInternet
browsers (e.g. Edge, Chrome, Firefox)VPNSupport for laptop,
desktops, and printers (network and local)Experience with PDA,
tablets, iPads and cell phone supportOthers: Adobe suites and other
common desktop applicationsExperience in SME support in specialized
desks like iPhone, VPN, MS Office etc.Problem Management &
EscalationsAnalysis on performanceChange Management
activitiesShould have excellent troubleshooting abilities - to
reduce the overall incident resolution timeBack-up and Recovery
ServicesUpgrades and Patch managementVendor ManagementBCP/DR
Implementation and SupportRoot cause analysis and preparing Major
Incident ReportsInstallations, moves, adds, and changes
(IMACs)Engineering of SA-related solutions for project and
operational needsAbility to work in an on-site/off-shore model -
ensuring seamless communication with the offshore team to achieve
service LevelsAble to work well with little direction and in a team
atmosphereAbility to manage multiple projects each with critical
deadlines simultaneouslyResearch and recommend innovative, and
where possible automated approaches for system administration
tasksEnsure maximum availability of Infrastructure by providing a
quick turnaround of resolution times--- Possess excellent verbal
and written communication skills to work effectively with technical
and non-technical personnel at various levels in the
organization.Get to know Syneos HealthOver the past 5 years, we
have worked with 94% of all Novel FDA Approved Drugs, 95% of EMA
Authorized Products and over 200 Studies across 73,000 Sites and
675,000+ Trial patients.No matter what your role is, you'll take
the initiative and challenge the status quo with us in a highly
competitive and ever-changing environment. Learn more about Syneos
Health .As a healthcare company we have an important responsibility
to protect individual and public health. Except in those locations
where state or local law impacts this vaccination requirement, this
position will require individuals to be fully vaccinated against
COVID-19 as part of their job responsibilities unless an exemption
can be confirmed based on a medical condition, sincerely-held
religious belief, or other reasons recognized by applicable law.
Submission and approval of an exemption request does not
necessarily guarantee that an accommodation can be provided for any
specific job.As a healthcare company we have an important
responsibility to protect individual and public health. Except in
those locations where state or local law impacts this vaccination
requirement, this position will require individuals to be fully
vaccinated against COVID-19 as part of their job responsibilities
unless an exemption can be confirmed based on a medical condition,
sincerely-held religious belief, or other reasons recognized by
applicable law. Submission and approval of an exemption request
does not necessarily guarantee that an accommodation can be
provided for any specific job.Additional Information:Tasks, duties,
and responsibilities as listed in this job description are not
exhaustive. The Company, at its sole discretion and with no prior
notice, may assign other tasks, duties, and job responsibilities.
Equivalent experience, skills, and/or education will also be
considered so qualifications of incumbents may differ from those
listed in the Job Description. The Company, at its sole discretion,
will determine what constitutes as equivalent to the qualifications
described above. Further, nothing contained herein should be
construed to create an employment contract. Occasionally, required
skills/experiences for jobs are expressed in brief terms. Any
language contained herein is intended to fully comply with all
obligations imposed by the legislation of each country in which it
operates, including the implementation of the EU Equality
Directive, in relation to the recruitment and employment of its
employees. The Company is committed to compliance with the
Americans with Disabilities Act, including the provision of
reasonable accommodations, when appropriate, to assist employees or
applicants to perform the essential functions of the job.
Keywords: Syneos Health - USA, Cary , Sr IT Analyst - End User Support (on-site), Professions , Morrisville, North Carolina
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