Senior IT Systems and Support Technician (Life Sciences)
About The Position
Immunome is seeking an onsite Senior IT Systems and Support Technician to serve as an experienced technical lead and key contributor to enterprise systems administration, infrastructure operations, IT service management, and cybersecurity within a regulated biotech environment. This role blends advanced Tier 3 support with hands-on systems administration across Microsoft 365, identity and endpoint management, enterprise applications, and laboratory systems. The ideal candidate has strong experience in ITIL-based environments and hands-on expertise with ServiceNow IT Service Management (ITSM). This person will help ensure the reliability, security, scalability, and regulatory compliance of corporate and GxP-regulated IT systems supporting teams across the organization.
Requirements
- A minimum of 5+ years of progressive IT support and systems administration experience.
- A minimum of 2+ years in a Tier 3 or senior technical role.
- Strong hands-on experience with ServiceNow ITSM.
- Experience supporting on-premise and cloud computing environments.
- Strong troubleshooting, documentation, and communication skills.
- Experience in regulated industries (biotech, pharma, medical device) preferred.
Nice To Haves
- Microsoft (M365, Azure, Intune, Windows Server)
- ITILv4 Foundation
- ServiceNow Certified System Administrator (CSA)
- CompTIA A+, Network+, Security+
- Security-related certifications (CySA+, CISSP, or equivalent) a plus
Responsibilities
- Serve as Tier 3 escalation for complex technical issues across endpoints, infrastructure, applications, and cloud environments.
- Mentor and provide guidance to Tier 1 and Tier 2 support technicians.
- Serve as a senior power user and operational subject matter expert for ServiceNow.
- Ensure complete and high-quality documentation of incidents, changes, and resolutions within ServiceNow.
- Support continuous improvement of ITSM processes aligned with ITIL best practices.
- Develop SOPs, knowledge base articles, and technical documentation.
- Coordinate support activities with IT Managed Service Providers (MSPs), vendors, and internal partners.
- Participate in on-call rotation and after-hours support as required.
- Administer Microsoft 365 (Exchange Online, Teams, SharePoint, Cloud PC, Entra ID).
- Serve as system administrator for business-critical enterprise applications (ERP, CRM, HRIS, EDMS).
- Provide IT support for research and development laboratory systems
- Oversee endpoint management platforms (Intune, JAMF, NinjaOne).
- Manage Windows and macOS workstations, mobile devices (iOS and Android), and client software applications.
- Follow formal change management processes for regulated systems.
- Contribute to infrastructure planning and lifecycle management initiatives.
- Serve as secondary administrator for selected cybersecurity systems.
- Assist with security incident response and risk remediation efforts in collaboration with internal leadership and external SOC/MSP partners.
- Support Endpoint Detection and Response (EDR), patch management, and device compliance programs.
- Help manage identity and access controls (MFA, SSO, RBAC, conditional access).
- Maintain GxP-regulated systems in compliance with FDA 21 CFR Part 11 and data integrity requirements.
- Partner with Finance, Legal, and Quality during regulatory audits and inspections.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
