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Tech Support 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.

Incident Manager

Job ID 56930BR 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 and the feel of an innovative technology company.

Job Purpose:
To oversee be actively involved in Parexel’s incident management process and ensure that system and service downtime is minimized by monitoring systems and alerts, assessing situations, making interventions plus directing and facilitating resolutions. Act as Major / Incident Manager when required.

Key Accountabilities:
  • Ensures delivery of RTSM Services and / or products to clients, within expected timelines and budget, with quality; including resource planning and management
  • Is primary client contact for the study and manages the client relationship
  • May support pre-sales process
  • Manages the project timeline regularly, sharing this information with internal stakeholders and the client as appropriate
  • Communicates regularly with internal and external team members regarding study status and provides timely notification to all appropriate parties with deviations from timelines and/or deliverables
  • Actively identifies, manages, and mitigates any project risks, ensuring appropriate input from all stakeholders, maintaining accurate documentation, and communicating to internal and external parties as appropriate
  • Identifies inefficiencies with current processes and recommends improvements
  • Manage client expectations effectively
  • Utilizes delegation and negotiation skills regarding project tasks, to obtain maximum productivity and team involvement
  • Facilitates training for clients as required
  • Attends face to face client meetings and investigator meetings as necessary (may require travel)
  • Responsible for successful completion of project deliverables including, but not limited to client signatures and user documentation
  • Ensure compliance with SOPSs and other relevant regulatory body directives
  • Responsible for resolving study issues in a timely, proactive and effective manner
  • May assist with department strategies and goals, improving processes and procedures
  • Own and drive project financial management, to include ensure project profitability, contract and invoice progression and change request management
  • Maintain a positive, results oriented work environment, building partnerships and modeling teamwork, communicating to the team in an open, balanced and objective manner
  • Excellent interpersonal, verbal and written communication skills
  • A flexible attitude with respect to work assignments and new learning
  • Critical thinking to evaluate information gathered from multiple sources, reconcile conflicts, and decompose high-level information into details
  • Affinity for logical thinking as would be applied in a software environment
  • Ability to use technical systems
  • Client focused approach to work, meeting and exceeding client expectations
  • Acts as a resource for colleagues and staff members when necessary
  • Problem resolution skills; ability to analyze and solve a range of simple and complex problems
  • Demonstrates knowledge of the organization, processes, and clients
  • Works independently; may receive a moderate level of guidance and direction


Knowledge and Experience:

  • Good knowledge of services supported and applications provided by Parexel plus a good understanding of the business requirements
  • Good understanding and awareness of IT terminology
  • Good understand of priority/severity levels and have worked to meet and exceed Service Level Agreements
  • Proven track record of collaborative working across service lines and cross delivery units
  • 3+ years in Service Delivery
  • Previous experience in a helpdesk / IT support role
  • Customer facing experience in meetings during real-time incident management (desired)
  • Good knowledge of IT platforms and applications (desired)

  • An understanding of ITIL V3 Foundation (desired)
  • Educated to degree level preferably in Computer Science or Computer Information Systems (desired)

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 start your journey!

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