IT End User Support Analyst - Level 2

Overview

Certara accelerates the potential of bringing medicines to market and to patients using biosimulation software, technology, and services to transform traditional drug discovery and development. Our clients include more than 2,400 biopharmaceutical companies, academic institutions, and regulatory agencies across 70 countries.

Our goal is to enable the life sciences industry’s use of data, modeling, and analytics to make better decisions across the various phases of discovery and drug development. Our software and scientists incorporate modern advances in scientific understanding, drug development experience, data analysis, and AI resulting in significant opportunities to decrease the cost and increase the probability of success for new drug approval and commercialization.

As an IT End User Support Analyst Level 2 with Certara, you are part of a global, fast-paced IT organization. Our primary mission is to provide capable and resilient world-class assistance to professional services, software, and corporate business units, ensuring our team members have the access and ability to perform at the highest level in service of our customers.

The IT Service Desk supports all technologies in direct contact with Certara end users, spanning multiple technical disciplines across onboarding and offboarding, hardware provisioning, applications support and management, office technologies including collaboration, networking, and printing, and endpoint technologies in the creation of a cohesive and integrated technology stack to support business growth globally.

The role requires a passion for supporting team members and using technology to facilitate a better end user experience for business users. This role is a core member of the Service Desk and should be comfortable being both hands-on in the actioning of support requests and collaborating with Operations and Infrastructure team members while ensuring appropriate support of knowledgebase articles and documentation within the greater IT organization and supporting key compliance requirements including SOX, ISO 9001, ISO 27001, and SOC 2.

• Responsible for Level 2 triage, investigation, and resolution of production issues.
• Troubleshoot and resolve IT issues across a broad range of enterprise technologies.
• Collaborate with Level 1 support teams to resolve tickets within established service level agreements, operational KPIs, and resolution targets.
• Work closely with Level 3 and Infrastructure support teams to perform defect triage and resolve complex technical issues when necessary.
• Maintenance Tasks and Service Requests
• Perform maintenance tasks that support day-to-day IT operations.
• Respond to service requests promptly while providing clear and timely communication to end users.
• Document troubleshooting steps and resolutions within the IT Service Management platform.
• Provide onsite support for the Sheffield office, including hardware deployments, meeting room technology, peripheral support, and other local IT operational needs.
• Certara IT Service Delivery - Job Requisition Draft for Review
• Support hardware lifecycle activities including deployments, replacements, asset recovery, and inventory management.
• Operational Standards, Documentation, Policies, and Procedures
• Effectively use the ticketing system to track, document, prioritize, and communicate work.
• Identify opportunities to improve operational standards and support procedures.
• Assist in maintaining internal documentation and end user knowledge articles.
• Demonstrate strong knowledge of industry-standard software and hardware technologies.
• Support application access requests and understand core business processes across multiple departments.
• Maintain documentation and processes required to support compliance initiatives including SOX, ISO 9001, ISO 27001, and SOC 2.
• IT Projects and Continuous Improvement
• Partner with Service Delivery leadership and technical teams to improve service quality, operational efficiency, and customer satisfaction.
• Participate in infrastructure and endpoint technology projects using an Agile framework.
• Actively contribute to process improvement initiatives…