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

Responsibilities

Incident Response

• 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 that enhance the Global Service Desk.
• Participate as an engaged member of the Global IT organization through regular meetings, knowledge sharing, and cross-functional collaboration

Qualifications

Skills and Attributes

• Excellent written and verbal communication skills.
• Strong customer service orientation with a positive and professional attitude.
• Demonstrated analytical and problem-solving abilities.
• Highly motivated with the ability to work independently.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proven ability to identify and implement continuous improvement initiatives.
• Ability to work effectively with globally distributed teams across multiple time zones.

Preferred Experience
• 3+ years of related IT Service Desk or End User Support experience (Preferred).
• 3+ years supporting Windows, macOS, Microsoft 365, endpoint hardware, and common enterprise 
technologies (Preferred).
• 3+ years supporting Active Directory, LDAP, and Identity Management technologies (Preferred).
• Experience supporting endpoint management, vulnerability remediation, and device lifecycle management 
(Preferred).
• Experience providing Level 2 technical support in both remote and onsite environments (Preferred).
• Experience provisioning, configuring, and supporting end user hardware (Preferred).
• Experience supporting a global organization with geographically distributed users (Preferred).
• Minimum of 2 years of networking experience (Required).
• Strong troubleshooting and analytical skills (Required).
• Understanding of network management and troubleshooting concepts (Preferred).
• Ability to work outside standard business hours as operational requirements dictate

Certara bases all employment-related decision on merit, taking into consideration qualifications, skills, achievement, and performance. We treat all applicants and employees without regard to personal characteristics such as race, color, ethnicity, religion, sex, sexual orientation, age, nationality, marital status, pregnancy, physical or mental condition, genetic information, military service, or other characteristic protected by law.