Senior IT Support Specialist

4 tygodni temu

Poznań, Greater Poland 9605 GSK Services Sp z o.o. Pełny etat

At GSK, we are committed to uniting science, technology, and talent to get ahead of disease together. As a Principal Product Support Engineer - Safety and Signal Management, you will play a critical role in ensuring the smooth operation of our production business applications within multiple product lines.

Key Responsibilities:

  • Lead and manage a team of support staff to ensure efficient and effective customer service.
  • Develop and implement strategies to improve team performance, productivity, and customer satisfaction.
  • Collaborate with cross-functional teams to address customer issues and escalations promptly.
  • Monitor team KPIs, track performance metrics, and provide actionable insights for continuous improvement.
  • Serve as a point of contact for service operations performance and support advice/expertise for Product Directors.
  • Review support service delivery with Strategic Suppliers to ensure that agreed targets are met and prepare proposals to meet forecast changes in the level or type of service.
  • Define, monitor, measure, report, and review the level of IT services provided. Provide an escalation path/escalation point when levels are not met.
  • Maintain awareness of Product backlogs and future directions of Product lines and continually assess the impact on support demand and requirements.
  • Work closely with Product Directors to determine, document, and agree support models and service level requirements for new products/applications.
  • Own, review, and prioritize support demand backlogs for assigned Product Lines. Review and agree with IT Support Directors and Product Directors.

Requirements:

  • Familiarity with pharmacovigilance software and processes.
  • Proficiency in SQL, PL/SQL, and experience in administering Oracle databases, including SQL*Plus and troubleshooting ETL processes.
  • Previous work with GxP systems, ensuring compliance with regulatory standards.
  • Understanding of ITIL best practices and Agile methodologies.
  • Ability to manage relationships with external vendors effectively.
  • Good grasp of infrastructure components such as servers, F5 load balancers, etc.
  • Familiarity with Azure services, including data lakes and data warehouses.
  • Ability to work with Power BI for data visualization and reporting.
  • Basic understanding of .NET framework.

Benefits:

  • Career at one of the leading global healthcare companies.
  • Company Car or Car Allowance.
  • Long-Term incentives.
  • Contract of employment.
  • Attractive reward package (annual bonus & awards for outstanding performance, recognition awards for additional achievements and engagement, holiday benefits).
  • Life insurance and pension plan.
  • Private medical package with additional preventive healthcare services for employees and their eligible dependents.
  • Sports cards (Multisport).
  • Possibilities of development within the role and company's structure.
  • Personalized learning approach.
  • Extensive support of work-life balance (flexible working solutions, short Fridays option, health & well-being activities).
  • Supportive community and integration events.
  • Modern office with creative rooms, fresh fruits every day.
  • Free car and bike parking, locker rooms, and showers.

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