Senior Associate IS Analyst - GPS technology support

In this vital role you will join a collaborative team implementing and supporting the next generation of safety platforms and supporting technologies. In this role, you will analyze and resolve issues with adverse event data and file transmissions across integrated systems, leveraging data analytics to identify trends, optimize workflows, and prevent future incidents. Collaborating closely with various teams, you will develop insights and implement solutions to improve system performance, ensuring reliable and efficient data flow critical to safety operations.

• Lead triage and resolution of incidents within Safety ecosystem (e.g., Argus, LSMV, Aris G).
• Independently resolve recurring and complex L1/L2 issues
• Perform in-depth troubleshooting and guide resolution of recurring issues.
• Act as the first point of contact for major incidents or outages.
• Identify patterns from recurring tickets and initiate corrective actions.
• Work with platform teams to implement automation, monitoring, and process improvements.
• Mentor junior support engineers and lead knowledge-sharing sessions.
• Develop and maintain SOPs, troubleshooting scripts, and process checklists.
• Present findings and recommendations to leadership, ensuring data-driven decision-making and clear transparency into system operations.
• Identify inefficiencies and propose data-driven solutions to optimize and enhance reliability.
• Support compliance with Key Control Indicators (KCI) and chips in to overall process governance

Basic Qualifications:

• Master's degree / Bachelor's degree and 5 to 9 years of experience in Computer Science, IT or related field
• Demonstrated expertise in monitoring, troubleshooting, and resolving data and system issues.
• Hands on experience ITSM tools like Service now or JIRA
• Good understanding of Pharmacovigilance process and knowledge on safety systems like (Argus, Arisg, LSMV etc.)
• Identify and escalate potential safety/compliance issues.
• Familiarity with database technologies and querying tools, including SQL (Oracle SQL, PL/SQL preferred).
• Experience with testing methodologies, tools, and automation practices.
• Experienced in Agile methodology

Preferred Qualifications:

• Understanding of API integrations and middleware platforms (e.g., MuleSoft).
• Experience with cloud-based technologies and modern data architectures.
• Knowledge of automation tools or scripting (e.g., Python, PowerShell) for diagnostics.
• Outstanding written and verbal communication skills, and ability to explain technical concepts to non-technical clients
• Sharp learning agility, problem solving and analytical thinking
• Experienced in GxP systems and implementing GxP projects
• Experience in SDLC, including requirements, design, testing, data analysis, change control

• SAFe for Teams certification (preferred)

• Excellent analytical and troubleshooting skills
• Excellent leadership and strategic thinking abilities
• Strong verbal and written communication skills
• Ability to work effectively with global, virtual teams
• High degree of initiative and self-motivation
• Ability to manage multiple priorities successfully
• Team-oriented, with a focus on achieving team goals
• Ability to deal with ambiguity and think on their feet