Application Support Analyst - Dreux
Norgine, France

MAIN PURPOSE:

The Application Support Analyst is the day to day Technical Owner of the Enterprise Systems that they support. They are responsible for troubleshooting Application layer issues, initiating and coordinating with various teams across the business to resolve issues. They will also lead any root cause analysis activities and remain responsible for managing systems to ensure that they are maintained to avoid issues and remain validated. The job holder is responsible for maintaining GxP Systems/Applications which are used by the business functions within the approved Software Development Management Lifecycle.

KEY RESPONSIBILITIES amp; ACCOUNTABILITIES:

The job holder will be responsible for day to day management of their systems to ensure that they are:

• Managing issues as they arise and providing resolutions or workarounds that maintain the validated state of the system.
• Leading root cause analysis investigations to prevent reoccurrence of incidents and problems.
• Management and production of system reporting to support Service agreements and proactive system management.
• Supplier Management:
  • Work with suppliers,
  • Supporting annual reviews
  • Ensure appropriate technical knowledge transfer is completed
  • Issue resolution activities are complete appropriately to maintain system compliance
  • Maintain system availability/performance.
  • Active management of software licences.
• Managing routine maintenance activities such as server restarts, and general system housekeeping activities including knowledge of application logs.
• Managing the full lifecycle of changes on allocated systems to ensure change requests are fulfilled according to standard operating procedures
• Leading / Participating in upgrade projects as appropriate.
• Risk/Impact assessment of any application patches or upgrades provided by the Vendor to manage end-of-life risk and wider implications of required changes/updates.
• Management of technology dependency roadmap to ensure that Operating systems, databases and any 3rd party technical applications do not pose a risk to the system by going end of life / unsupported.
  • Internal
  • Vendor
• Adhering to the Disaster Recovery Schedule to ensure the overall system can be recovered/restored to support defined RPO and RTO. Note: this activity also requires the job holder to proactively manage the improvement of both of these measures to provide improved service.
• Testing of the applications to ensure system works correctly following critical server patching.
• Assisting with Periodic reviews of GxP Systems.
• Provide comprehensive support and end user documentation for all systems and project implementations to improve support team knowledge and the end user experience.
• Fulfilling the role of Subject Matter Expert for all assigned technologies.
• Out of hours working will be required as part of this role.
• Some travel may be required as part of this role.
• Quality Documentation including but not limited to:
  • Deviation
  • Change Control (including emergency)
  • Periodic Review
  • System Descriptions
  • SOPs/WI’s
• Managing and maintaining the system inventory including but not limited to:
  • DR RAG status
  • Vendor Information
  • License information
  • Technology Roadmap
  • System responsibilities

RELATIONSHIPS:

• Key users and stakeholders.
• IT Team.
• Business System Owner or delegate, business users and Vendors, as required.
• Direct Report - IT Manager
• Matrix reporting - IT Global Business Analyst team (working on their projects and day-to-day support of their applications)
• IT Governance Staff (liaise for documentation and change management guidance)

Requirements

• 5 years plus IT Enterprise Application support experience
• Fluent in French and English
• Good understanding of IT technologies such as Servers, desktops/laptop PCs and adhoc application support.
• Knowledge and experience of working in cross-functional, international project environments in matrix management structure.
• Knowledge and experience of working within GxP principles is an advantage.
• Excellent customer service attitude.
• Must possess a can do attitude and be enthusiastic with a positive outlook.
• Excellent planning, organisational and prioritising skills
• Exceptional attention to detail, with good literacy and numerical skills.
• A self-starter with a high degree of initiative, ability to work independently and as part of a team.
• Good Communication and documentation skills.
• Solution/Results-orientated.

Job Rewards and Benefits