Sr. Client Technology Support Analyst, GxP

Genentech   •  

San Francisco, CA

Industry: Business Services

  •  

Less than 5 years

Posted 393 days ago

Responsibilities

  • Develop technical solutions to a wide range of difficult problems - solutions are imaginative, thorough, practicable, and consistent with organizational objectives.
  • Strong understanding of Lab environments, GxP, system validation proceedures.
  • Implement 2nd and 3rd Tier technical solutions
  • Comprehensive understanding of Active Directory
  • Technical oversight of Local Site Administrator work
  • Participate in various projects and deliver assigned milestones
  • Prioritize, plan, and report back on the status of projects
  • Able to organize and frame appropriate timelines to meet delivery goals
  • Ability to work in a team environment or independently
  • Take the lead and represent departmental interests on project teams
  • Direct interaction with customers, vendors, and key stakeholders
  • Identify and implement process improvement initiatives
  • Influence key decisions within areas of expertise
  • Establish a collaborative network of resources (including, but not limited to: gRed IT, RSC, LSAs, FPP, AE&O etc.)
  • Expertise in numerous technologies
  • Mentor and develop peers
  • Assist with new service pilots, deployments, and configurations
  • Understands and adheres to incident management, request fulfillment, and knowledge management processes.
  • Problem/Escalation Management
    • Technical point of escalation
    • Troubleshoots to resolve issues on their own or with peer tech leads
    • Engages the RSC incident management process
    • Collaborates with other IT staff members and/or vendors to ensure the resolution of issues
  • ITSM SME:
    • Serves as an ITSM SME
    • Ensures tickets are assigned and routed to the correct groups to ensure compliance with our Service Level Agreements (SLAs)
    • Opens and closes tickets - manages the assignment, tracking, and completion of incidents/requests
  • Knowledge Management:
    • Works with solution owner SMEs to document resolutions, workarounds, and FAQs within knowledge management solution articles
  • Project Management:
    • Stands-in for manager as a delegate in project meetings when required 
    • Participates in site leadership team meetings
    • Collaborates with peers to identify and implement innovative, high quality solutions
  • Provides technical support for:
    • Multiple enterprise/deparmental applications
    • Various computer platforms and hardware/software, including but not limited to: Windows, Macintosh OSX, iOS devices, tablets, desktops, laptops, AV conferencing and printing solutions, etc.
    • Network desktop configurations, including: LAN, WAN, Wireless, VPN, etc. 
  • Provides support to mobile users who work at home, travel, or work from a remote office
  • Identifies, troubleshoots, and resolves hardware and software application conflicts
  • Performs upgrades to hardware and arranges for hardware repairs/re-images when necessary
  • Installs and upgrades software and operating systems
  • Provides status updates to users per our SLAs

Who You Are

Requirements

  • Minimum of 5 years IT experience in GxP or equilivent complex IT environment.
  • Advanced technical experience supporting Windows, Macintosh, mobility platforms, UNIX, Google suite of products (gMail, gCalendar, gDrive, etc.) and network concepts and troubleshooting tools (TCP/IP, remote access solutions, network file shares, tracert, netstat, etc.).
  • MCITP, MCDST, ACSP, A+ and other ITIL Certifications preferred.
  • Use data (metrics and reports) to drive better service, products, and processes.
  • Well-versed in ITIL core processes: Incident Management (IM), Request Management (RM), and Knowledge Management (KM)
  • Bachelor’s Degree in Computer Science, Information Technology, or other relevant field preferred.

Knowledge, Skills & Abilities:

  • Outstanding customer service and interpersonal skills.
  • Communicates clearly with technical and non-technical audiences, both verbally and written.
  • Strong organizational and multi-tasking skills, along with the ability to prioritize tasks among many competing requests.
  • Professional attitude and demeanor.
  • Understanding of Genentech-supported operating systems, devices and applications
  • Must have a good understanding of web conferencing and mobiletechnologies, and an understanding of audio-visual equipment as it relates to PC/Mac platforms.
  • Strong analytical skills for effective troubleshooting and problem solving

Job ID: 2566197459