Sr. Tech Support Analyst

Role & responsibilities

• Provide first-line support Monday to Friday for recruitment technology queries and issues raised by GSKs global recruitment teams.
• Respond to user questions, troubleshoot common system issues, and guide recruiters and coordinators on how to use recruitment tools correctly.
• Log, track, and triage tickets, escalating more complex issues to HR Tech, ServiceNow, system owners, or external vendors as needed.
• Support testing and rollout activities for system updates, process changes, and new recruitment technology features.
• Maintain support materials such as user guides, knowledge articles, and standard responses to help improve the user experience.
• Monitor recurring issues and share feedback with internal teams to help identify process improvements and reduce repeat problems.
• Assist with basic reporting and data checks to support system accuracy and service performance.
• Follow defined processes and controls to support compliance, data privacy, and risk requirements across recruitment systems.
• Work collaboratively with recruitment team members globally and support partners to ensure timely, helpful, and consistent service.
• Draft communications to support change management.