Skip Navigation
Search Jobs

Job Match 0Saved Jobs

Information Technology Opportunities at Parexel

Are you ready to make your mark in the healthcare industry using your ingenuity and technical expertise? At Parexel, there's no limit to what you can accomplish. We work with the top 50 global pharmaceutical companies, the top global biotech companies, and hundreds of small and emerging companies. We've supported the development of some of the most important treatments of our time, including nearly all of the 50 top selling drugs currently on the market. Join us and you'll make a profound difference in millions of lives. With a role in our Information Technology group, you'll work with cutting-edge technology on internal and client-facing projects. Collaborating with people from all over the world and touching everything from enterprise systems and clinical applications to infrastructure and networking, you'll keep our data safe and confidential. You'll have the chance to develop your skills and pursue advancement opportunities that include managerial and technical tracks. If you have stellar coding and design experience and a passion to learn more about healthcare, Parexel invites you to discover our rewarding opportunities in Enterprise Architecture, Software Development, Project Management and Business Analysis, and more. In a global clinical trial environment, business-focused applications, connectivity, and data security are critical to a trial's outcome. Find out how you can be an invaluable part of our success story.

Application Support Analyst

Job ID 50024404 Nottingham, England, United Kingdom
Parexel Informatics is one of the industry’s leading solution providers and we help customers accelerate the drug development process through innovation. Our product portfolio is built on leading-edge technology and is combined with extensive medical and clinical expertise. As the technology business unit of Parexel International Corporation, we're able to leverage our massive investment in technology with our parent company's wealth of hands-on clinical expertise.

This role is based in our new modern state of the art office in Nottingham city centre which has excellent transport links and has a great working environment that has the feel of an innovative technology company.

Job Purpose:

Application Support Analyst primary role is to provide excellent customer service whilst resolving technical incidents or requests raised by end users of Parexel supported systems or Parexel applications.
This role is shift based, either 8am - 4:30pm or 3:30pm - 12am on rotation,

Key Accountabilities:
  • Providing excellent Customer Service via the telephone and email system
  • Logging Incidents and/or requests in the IT Service Management tool
  • Provide user support, coaching/mentoring end-users in the working of the PAREXEL client facing systems
  • Maintain rapport with Customers by displaying a detailed understanding of their support requirements
  • Maintain high levels of incident ownership through the incident lifecycle to a satisfactory Customer resolution
  • Proactively manage updates to all parties with Incident/Requests statuses through to resolution
  • Develop and maintain communication skills appropriate to the environment
  • Understand and proactively operate the escalations procedure
  • Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Manager
  • Follow Service Desk / Operations internal processes regarding logging incidents and following the defined incident management process.
  • Provide shift cover within current Service Desk operations.


Key Skills
  • SQL and PL-SQL
  • Any ETL experience is beneficial
  • Basic understanding of the XML technologies such as (XML Schema, XSL conversion)
  • Basic Understanding of JAVA
  • Ability to work in IT service management (ITSM) environment such ITIL framework
  • Basic Understanding over the integration platforms and methodology to exchange data
  • Assertive, confident, positive and professional manner
  • Ability to deal with potentially stressful situations
  • Flexible and adaptable as the business demands
  • Excellent problem solving skills
  • Strong attention to detail in logging support calls, updating call details and managing call closure
  • Ability to work under pressure
  • Strong eye for detail
  • Able to follow a strong approach to task and issue management, including documentation
  • Ability to build strong and collaborative relations with clients through various methods
  • Able to maintain a strong and proactive approach to information and knowledge acquisition
  • Ability to clearly and effectively convey information via a variety of different methods targeted to varying audiences to yield maximum effect and benefit
Data Analysis: Be able to understand how to use simple data analysis, data modelling and quality assurance techniques, based upon a detailed understanding of business processes. Based upon application knowledge a Technical Support Analyst will be confident in suggesting work arounds to resolve incidents.

Database: Awareness of database concepts; querying multi-level applications; object and data modelling techniques and design desirable.; Ability to evaluate potential solutions by demonstrating a broad knowledge of how data flows through a given platform.

Customer and Client Service: Deliver a positive, memorable and meaningful service exceeding the expectations of both internal and external customers. Ensure that all incidents and requests are fully documented: ensure sufficient detail received by end user to aid resolution and be ready and able to contribute towards building and maintaining knowledge management systems.

  • Degree in Computer Science or equivalent essential
  • Ability to read code and understand
  • Customer Service experience essential
  • Understanding of SQL essential
  • Technical Helpdesk experience desirable
  • ITIL Incident and Problem management desirable

In return we will be able to offer you a structured career pathway and development within the role including awareness and understanding of the industry. Your hard work will be rewarded with a competitive salary and benefits package including 25 days holiday per year, pension scheme, life assurance, long term disability insurance, a health cash plan and other leading edge benefits that you would expect with a company of this type.

Apply now to begin your journey!

Sign Up for Alerts

Get the latest Parexel career opportunities as soon as they become available.

Recently Viewed Jobs

You have not recently viewed any jobs

View all jobs


It has been brought to our attention that there has been fraudulent activity by scammers attempting to represent themselves as Parexel employees or recruiters. These individuals are attempting to reach potential job seekers through online chat interviews and sending false offer letters, representing Parexel without our consent. If you’re concerned that you’ve been contacted by an unauthorized Parexel recruiter or employee, please notify You may also report suspicious fraudulent activity to your local law enforcement agency or the FBI. Thank you.