IT Service Support Senior Analyst

AstraZeneca•Durham, NC

3d•Onsite

About The Position

The Senior IT Technical Support Specialist delivers advanced onsite IT support across end-user computing, site infrastructure, laboratory environments, manufacturing operations, and specialized operational technology systems. The role diagnoses and resolves complex technical issues, supports incident and change management, enables new system implementations, and ensures reliable service delivery across local operations. It works closely with business stakeholders, Automation and Engineering teams, global IT service teams, project teams, and external suppliers. The successful candidate provides technical leadership to local support teams, serves as an escalation point for complex incidents, and helps reduce the operational impact of technology failures across manufacturing, quality control laboratories, supply chain operations, and corporate IT environments. Technology reliability is critical to safe, compliant, and uninterrupted manufacturing and laboratory operations. This role connects enterprise IT with operational technology, helping teams resolve complex issues, introduce new solutions, manage technology risk, and maintain the systems supporting manufacturing, quality, laboratory, and supply-chain activities.

Requirements

Bachelor's degree in Computer Science, Engineering, Information Technology, or a related technical discipline.
At least five years of relevant IT experience, including senior or advanced technical support experience.
Demonstrated experience providing IT technical support in a complex enterprise environment.
Experience supporting Microsoft Windows and macOS devices in a desktop-support environment.
Experience installing, configuring, troubleshooting, and maintaining complex software applications.
Strong working knowledge of Microsoft 365 applications and services, including Outlook, Teams, SharePoint, Power BI, and Power Apps.
Experience supporting cloud-based storage, collaboration platforms, videoconferencing tools, and mobile devices.
Knowledge of enterprise antivirus, patching, and endpoint-management practices.
Understanding of basic networking concepts and infrastructure-support principles.
Experience working with third-party suppliers and service providers.
Ability to work independently and as part of geographically dispersed local and global teams.
Experience operating in time-critical environments where technical disruption can affect business or production operations.
Strong analytical and technical problem-solving skills.
Excellent written and verbal communication, including the ability to explain complex technical concepts to non-technical stakeholders.
Strong customer-service and consulting mindset.
Ability to manage multiple priorities while maintaining quality and attention to detail.
Effective stakeholder, vendor, and supplier-management skills.
Sound judgment when addressing urgent or business-critical incidents.
Strong organizational and time-management skills, and ability to influence without direct authority.
Commitment to quality, compliance, security, and reliable service delivery.
Ability to collaborate effectively across countries, cultures, functions, and time zones.

Nice To Haves

Experience supporting pharmaceutical, biotechnology, medical-device, or other regulated manufacturing environments.
Experience with laboratory instrumentation and manufacturing automation systems.
Knowledge of Good Manufacturing Practice and Good Laboratory Practice principles.
Experience with ServiceNow or a comparable enterprise IT service-management platform.
Project-management experience; PMP, PRINCE2, or a comparable qualification is advantageous.
Knowledge of Lean or Six Sigma principles.
Experience with continuous improvement and structured root-cause analysis.
Experience leading technical teams, capabilities, or site-level support activities.
Advanced technical knowledge in one or more areas such as database systems, systems architecture, specialty computing, network security, or operational technology.

Responsibilities

Provide advanced technical support for end-user computing, infrastructure, laboratory systems, manufacturing applications, automation systems, and specialized computing devices.
Independently investigate, diagnose, and resolve complex IT and automation incidents.
Manage incidents and service requests through approved IT service-management tools, including ServiceNow.
Serve as a technical escalation point for local IT support teams and provide hands-and-eyes support for infrastructure and global service teams.
Perform root-cause analysis and recommend sustainable corrective and preventive actions.
Support desktop and laptop imaging, software installation, mobile-device deployment, hardware lifecycle activities, and onsite walk-up support services such as AskIT.
Deliver specialist technical support across manufacturing, formulation, packaging, quality, laboratory, weigh-and-dispense, automation, and compliance environments.
Support systems across corporate IT infrastructure, dedicated manufacturing networks, production environments, and laboratory networks.
Partner with customers to maintain effective system operations and coordinate planned and unplanned downtime.
Minimize technology-related disruption to manufacturing, quality control laboratories, and supply chain operations.
Support laboratory instruments, manufacturing automation systems, and specialized computing devices; maintain appropriate patching and antivirus protection.
Identify and manage risks associated with obsolete hardware, software, platforms, and equipment, and coordinate hardware and system lifecycle-management activities.
Deliver Operations Computing Services in accordance with established service catalogues, standards, policies, service-level agreements, and operational-level agreements.
Monitor ticket quality, service performance, customer satisfaction, and recurring technical issues; maintain accurate configuration-management information.
Contribute to the Operations Computing Service Improvement Portfolio, review support policies and processes, and recommend practical improvements.
Promote consistency and best practices across local, regional, and global operations sites.
Support service introductions, change planning, transitions, and implementation of new support models; act as a focal point for locally managed applications and services.
Provide technical consultation for projects, system implementations, enhancements, and service changes.
Review proposed solutions for alignment with architectural, security, compliance, and operational standards.
Coordinate with project teams, service teams, vendors, Automation, Engineering, and business stakeholders during implementation and transition.
Translate business and operational requirements into clear technical requirements and support solutions.
Ensure appropriate support, documentation, and escalation models are established before go-live.
Track locally managed technical projects and communicate risks, dependencies, and progress to relevant stakeholders.
Mentor junior team members, act as a technical reference point, and provide technical leadership to local and regional onsite IT teams.
Support local team priorities and serve as the first point of escalation when required.
Build effective relationships with business customers, global service owners, process owners, IT teams, Automation, Engineering, Quality, and external suppliers.
Communicate complex technical information clearly to technical and non-technical audiences.
Work across regions and time zones to support consistent service delivery and adoption of global standards.
Support technology-platform or capability initiatives at site or regional level.