IT Access, Automation, and System Administrator

About the role

ProPharma partners with biotech, med device, and pharmaceutical organizations to advance scientific breakthroughs and introduce new therapies. The role involves managing User Account Management (UAM) tickets and tasks in the GSD ticketing system, including Active Directory (AD) management.

Responsibilities

• Action and monitor UAM tickets and tasks in the GSD ticketing system.
• Process tickets for new hires, terminations, leaves of absence, and other user access updates.
• Maintain application notification tasks and ensure timely closure.
• Provision access to Microsoft applications.
• Troubleshoot user access issues using MS PowerShell.
• Serve as system administrator for the GSD.
• Design, configure, and maintain workflows, forms, service catalog items, and SLAs for efficient IT service management.
• Implement and manage integrations and platform automation with other enterprise systems.
• Leverage reporting and analytics within the ITSM platform to provide operational insights and drive continuous improvement.
• Provide technical support and training for GSD modules and features to GSD staff and key stakeholders.
• Stay updated with GSD-related updates, ITSM best practices, and regulatory changes.
• Manage multiple applications and support business processes.
• Identify and implement platform improvements to enhance user experience and service delivery.
• Monitor system usage, performance metrics, and incident trends to proactively address issues and opportunities for optimization.
• Actively seek opportunities for continuous improvement and increased efficiency in all applications.
• Collaborate with IT, business, and client teams to implement process improvements, integrations, and automation.

Requirements

• Deep understanding of IT service management (ITSM) frameworks and best practices.
• Strong hands-on experience configuring and administering ManageEngine ServiceDesk Plus or similar ITSM platforms.
• Experience designing scalable, user-friendly workflows, automations, and service catalog structures.
• Ability to troubleshoot complex technical issues and perform root cause analysis.
• Experience managing platform integrations using APIs, webhooks, or middleware tools.
• Excellent written and oral communication and interpersonal skills.
• Excellent organization, prioritization, and time management skills.
• Proven ability to follow and enforce adherence of processes and procedures.
• High level of accuracy and attention to detail.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent work experience may be considered.
• ITIL Foundation certification required; advanced ITIL certifications are a plus.
• Additional certifications related to ITSM platforms (e.g., ManageEngine, ServiceNow) or systems administration are highly desirable.
• Minimum of 3–5 years of experience supporting or administering enterprise-level ITSM platforms, with at least 2 years of direct experience with ManageEngine ServiceDesk Plus or a similar tool.
• Hands-on experience in managing incidents, requests, changes, and problem management processes in a global IT environment.
• Familiarity with queue management, priority handling, escalation workflows, and performance metrics in a Global Service Desk function.
• Experience supporting regulated environments (e.g., GxP, ISO standards) including change control processes and audit readiness.
• Exposure to reporting and analytics within an ITSM platform to support operational insights and continuous improvement.

Skills

• ITIL principles and best practices.
• ManageEngine ServiceDesk Plus or similar ITSM platforms.
• Workflow design and automation.
• Root cause analysis and troubleshooting.
• Platform integrations using APIs, webhooks, or middleware tools.
• Communication and interpersonal skills.
• Organization, prioritization, and time management.
• Process improvement and automation.

Benefits

• Equal opportunity employer.
• Personal review of all applications by a member of the recruitment team.
• No reliance on AI screening tools.
• Remote working supported but encouraged to work on a hybrid basis if based near an office.

Pay

TBD

Schedule

TBD