Senior Systems Support Specialist

ICON plc is a world-leading healthcare intelligence and clinical research organisation. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organisations.With our patients at the centre of all that we do, we help to accelerate the development of drugs and devices that save lives and improve quality of life.Our people are our greatest strength, are at the core of our culture, and the driving force behind our success. ICON people have a mission to succeed and a passion that ensures what we do, we do well.The Role:To be successful in the role, you will have:

·Carries out system testing and assists with other validation and UAT tasks

·Process requests according to service level agreements (SLAs)

·Performs Level 1 tasks to support setup of Studies

·Acts as first responder to requests for systems supported, escalating unresolvable issues to senior team members

·Troubleshoots and resolves routine system issues.

·Assists in authoring and updating user guides, Wiki’s, and websites

·Assists in training of end users on appropriate processes to follow

·Performs smoke testing for system releases

·Acts as subject matter expert (SME) for one or more systems.

·Process requests according to Service Level Agreements (SLAs)

·Acts as point of escalation for complex system issues

·Serves as back-up for Sr. Specialists and/or Manager

·Supports junior team members with complexstudy setup

·Supports training materials, Wiki updates, and user guides

·Works closely with IT for each system release and updates all appropriate documentation for system releases

·Conducts weekly training sessions and Q&A sessions for end users.

·Identifies areas for process improvements and evaluates the impact of configuration changes.

·Works with IT staff to identify root causes and resolve ongoing issues.

Benefits of Working in ICON:Our success depends on the knowledge, capabilities and quality of our people. That’s why we are committed to developing our employees in a continuous learning culture – one where we challenge you with engaging work and where every experience adds to your professional development.At ICON, our focus is to provide you with a comprehensive and competitive total reward package that comprises, not only an excellent level of base pay, but also a wide range of variable pay and recognition programs. In addition, our best in class employee benefits, supportive policies and wellbeing initiatives are tailored to support you and your family at all stages of your career - both now, and into the future.ICON, including subsidiaries, is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.