Senior IT Specialist - Site Services

Senior IT Specialist - Site Services Req ID #:  94291 Location: 

Wilmington, MA, US, 01887 At Charles River, we are passionate about improving the quality of people’s lives. When you join our global family, you will help create healthier lives for millions of patients and their families. 

Charles River employees are innovative thinkers, who are dedicated to continuous learning and improvement. We will empower you with the resources you need to grow and develop in your career. 

As a Charles River employee, you will be part of an industry-leading, customer-focused company at the forefront of drug development. Your skills will play a key role in bringing life-saving therapies to market faster through simpler, quicker, and more digitalized processes. Whether you are in lab operations, finance, IT, sales, or another area, when you work at Charles River, you will be the difference every day for patients across the globe.

  Job Summary

Responsible for service delivery, requirements gathering, break/fix analysis, problem resolution research, queue monitoring, root cause analysis, site communications, content development for incident knowledge base, training materials, and coordination of support services, request management, change management, SLA development, and metrics delivery. Essential Duties and Responsibilities

• Provide white-glove support to all areas of the business including C-level executives.

• Position requires On-call support including nights and weekends.

• Ability to performance in high pressure situations while maintaining a cool demeanor.

• Must have Mac and IOS experience.

• Experience with Imaging Windows PCs utilizing SCCM and Auto Pilot.

• Extensive Office 365 troubleshooting experience.

• Experience with admin tools including Active Directory, Azure AD, O365 administration, Exchange, InTune, Jamf, LAPS, Remote Desktop, etc.

• Extensive remote support experience utilizing tools such as Bomgar and Teams.

• Oversee large, complex, important projects or more than one project, including planning, assigning, monitoring, and reviewing progress and accuracy of work, evaluating results, etc.

• Direct and perform the gathering and documenting of functional and technical requirements, as well as consulting with the user community to turn those requirements into an appropriate Investment Proposal, and potentially its associated CER.

• Organize break/fix analysis for individual and recurring support issues. Document findings and work with appropriate resources to find and deliver cost effective and timely solutions.

• Oversee and participate as needed in queue monitoring in the Service Desk software tool and follow appropriate guidelines for ensuring that the ITIL processes are followed within approved SLAs. Define and report status of queue KPIs and guide the creation of solutions to improve results.

• Guide teams to execute root cause analysis of complex incidents or recurring problems affecting multiple sites. Direct assigned staff to develop solutions to those problems, document in the problem resolution knowledge database, and develop training materials to resolve ongoing issues or improve knowledge.

• Initiate the development of new processes and procedures to improve existing services, or to assist in deploying new support services.

• Coordinate and provide the training and communications materials for new and enhanced services. Implement training for large scale service rollouts.

• Negotiate and deliver results of service SLAs and resultant KPIs.

• Ensure work is compliant with applicable guidelines and regulations (e.g. SOP, GLP, SMP, SOX, etc.)

• Perform all other related duties as assigned. Job Qualifications

• Education: Bachelor’s degree (B.A./B.S.) or equivalent in computer science or related discipline.

• Experience: Minimum of 9 years related experience in IT.

• An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.

• Certification/Licensure: None.

• Other: Requires good organizational, communication and interpersonal skills and must be fully competent in IT functional area.

About Corporate Functions 

The Corporate Functions provide operational support across Charles River in areas such as Human Resources, Finance, IT, Legal, Sales, Quality Assurance, Marketing, and Corporate Development. They partner with their colleagues across the company to develop and drive strategies and to set global standards. The functions are essential to providing a bridge between strategic vision and operational readiness, to ensure ongoing functional innovation and capability improvement.

About Charles River

Charles River is an early-stage contract research organization (CRO). We have built upon our foundation of laboratory animal medicine and science to develop a diverse portfolio of discovery and safety assessment services, both Good Laboratory Practice (GLP) and non-GLP, to support clients from target identification through preclinical development. Charles River also provides a suite of products and services to support our clients’ clinical laboratory testing needs and manufacturing activities. Utilizing this broad portfolio of products and services enables our clients to create a more flexible drug development model, which reduces their costs, enhances their productivity and effectiveness to increase speed to market.

With over 17,000 employees within 90 facilities in 20 countries around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our client’s unique challenges. Our client base includes global pharmaceutical companies, biotechnology companies, government agencies and hospitals and academic institutions around the world. And in 2019, revenue increased to $2.62 billion.

At Charles River, we are passionate about our role in improving the quality of people’s lives. Our mission, our excellent science and our strong sense of purpose guide us in all that we do, and we approach each day with the knowledge that our work helps to improve the health and well-being of many across the globe. We have proudly supported the development of ~85% of the drugs approved by the FDA in 2019.

Equal Employment Opportunity

Charles River Laboratories is an Equal Opportunity Employer - M/F/Disabled/Vet.

If you are interested in applying to Charles River Laboratories and need special assistance or an accommodation due to a disability to complete any forms or to otherwise participate in the resume submission process, please contact a member of our Human Resources team by sending an e-mail message to crrecruitment_US@crl.com. This contact is for accommodation requests for individuals with disabilities only and cannot be used to inquire about the status of applications.

For more information, please visit www.criver.com.

Nearest Major Market: Boston

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