Support Analyst

GSK Tech Global Centre in Poznan
Online interview
Employment contract
Remote possible
Paid vacation

Project description

GSK Tech Global Centre located in Poznan is the world’s largest GSK technology centre, hiring about 700 highly-skilled IT professionals. As Tech we are absolutely fundamental part of a science-led global healthcare company to help GSK discover, develop, manufacture and commercialize and sell our medicines and products. Our work makes a difference and in GSK we work with purpose to help people do more, feel better, live longer.

The Support Analyst is responsible for day to day support, compliance, maintenance and decommissioning activities for production business solutions across multiple Tech Product lines, ensuring the support strategy is delivered in alignment with the overall Tech and Business direction.

Your tasks

  • Act as point of contact for service operations performance and support advice/expertise
  • Responsible for ensuring GSK Standard Processes are applied and adhered to Vaccines Tech operating model.
  • Working closely with Product teams and the Product Support Lead / Product Service Manager, to determine, document & agree support models and service level requirements for new products/applications.
  • Monitor, measure, report and review the service & operational level of Tech services provided. Perform escalation mechanisms when levels not met.
  • Assist product support maneger establishing total cost of ownership (TCO) of production assets within their defined Product line.
  • Support the Product Owner / Product Team to deliver effective Problem Management root cause analysis and any subsequent solution delivery.
  • Ensure that any requested work linked to problem management are logged and managed in line with agreed Vaccines Product and backlog management processes.
  • Monitor the capacity of support groups / DevOps teams to ensure they stay within limits and continually flex to the incoming demand versus priority
  • Provide specific support in case of major disruptions / incidents in line with instruction of Product Support Lead / Product Service Manager
  • Provide input into the escalation point and coordinator (as required) for resolution of major outages
  • Working closely with application vendors & the business to ensure support services are suitable effectively maintained
  • Identification of improvements and innovative solutions that can be applied to lower costs and provide value.

Who we're looking for?

  • At least 2 years Tech hands on experience in support service management (incident, problem, change and release management) for Life Sciences or pharma manufacturing industries
  • Business Partnering experience is an asset
  • Proven Technical skills in support software (remedy, service now, etc.)
  • good knowledge in CMDB is an asset
  • Experience with ITIL Service Management foundation, agile methodologies and frameworks (DevOps, Scrum, Kanban, SAFe, etc.)
  • Experience of delivering service within a matrixed environment including working with offshore vendors.
  • Proficient in MS Office (particularly Excel, PowerPoint), Jira, Confluence, SharePoint
  • Excellent communication and presentation skills to interact with stakeholders in multi-cultural environment
  • Fluent English - spoken & written

How we manage our projects?
Scrum, Agile, Kanban
Who makes architectural decisions?
Team and tech leads
Who makes technology stack decisions?
Project management software
JIRA, Microsoft Teams, Azure Devops
How we code?
Version control
Style guide
Code review
Static code analysis
Code metrics
Knowledge database
How we test?
Unit tests
Integration tests
System tests
Performance tests
Manual testing
Test automation
Additional monitor
Personal container
Operating system
Work environment
Tech supervisor
Open space
Flexible working hours
  • Healthcare package
  • Healthcare package for families
Leisure package
  • Leisure package
  • Hot beverages
  • Fruits
  • Snacks
  • Trainings
  • Car parking
  • Bicycle parking
  • Chill room
  • Integration events
  • work up to 70% of your working time per month remotely
  • flexible working hours
  • work part-time or have a long weekend thanks to Short Friday

Our company

GSK Tech Global Centre in Poznan

Poznań 750
Tech skills
  • Node.js
  • JavaScript
  • Java

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