ICON plc is a world-leading healthcare intelligence and clinical research organisation. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organisations.
With our patients at the centre of all that we do, we help to accelerate the development of drugs and devices that save lives and improve quality of life.
Our people are our greatest strength, are at the core of our culture, and the driving force behind our success. ICON people have a mission to succeed and a passion that ensures what we do, we do well.
Healthcare Intelligence Experts.
Symphony Health, part of the ICON plc family, is a team of curious thinkers and intellectual problem solvers driving the healthcare data industry forward. We leverage our large, integrated healthcare data repository and our analytic expertise to build customized, agile data solutions which answer the questions our clients -- life science manufacturers, payers, and providers -- have today, as well as those they’ll have tomorrow. Together, we can help patients get the right drugs at the right times.
Role Summary:
The IT Service Partner (SP) is the primary point of contact who manages the relationship between IT Operations and IT System Business Owners. The SP acts as the navigator, connector and orchestrator for complex IT queries and escalations, identifies the correct course of action and assigns them to the appropriate department. The SP gathers and manages operational IT requirements, manages external IT support vendors, oversees applications lifecycle management, manages IT risks, defines support strategies, verifies disaster recovery requirements, manages operational projects and continual service improvement initiatives.
What do you do?
In the context of representing and supporting IT Operations for business service lines, the IT Service Partner is expected to:
• Act as the primary point of contact for high-level IT matters related to a business service line, working closely with the IT System Business Owners and peer IT GBS departments
• Ensure the agreement of, and operation adherence to SLAs / OLAs and delivers meaningful and relevant reports
• Provide representation on support and governance meetings with IT System Business Owners
• Collaborate closely with the Project Management Office and IT Business Partners to ensure projects are fit for operational support
• Create and maintain support strategies for IT systems
• Identify, analysis, respond and monitor IT related risk
• Actively pursue opportunities to retire legacy systems and reduce the size of the overall applications portfolio
• Negotiate contracts and maintain a working relationship with external IT support vendors
• Manage all aspects of continual service improvement initiatives
• Maintain a plan, actions register or scheduling of activities
• Undertake project management duties for IT Operations as required
• Identify and communicate both hard and soft cost saving and cost avoidance opportunities
• Prioritise workload and communicate concerns in a timely, effective fashion
• Take ownership of high profile issues, ensuring root-case analysis is conducted and a corrective / preventative action plan is followed through
• Support IT-Operations with efforts such as vendor assessments, mergers & acquisitions, RFPs, bid defenses, communications, audits and regulatory compliance
• Coordinate IT groups and lines of business on activities such as system performance, disaster recovery, capacity planning, availability, change, access management, problem management and service desk tickets etc.
• Undertake other related duties as may be assigned from time to time
• Recognize, exemplify and adhere to ICON's values which center around our commitment to People, Clients and Performance.
• As a member of staff, the employee is expected to embrace and contribute to our culture of process improvement with a focus on streamlining our processes adding value to our business and meeting client needs.
• Travel (approximately 10%) domestic and/or international.
What do you need?
Degree in computer science or a related study accompanied by 6+ years of experience in Information Technology with at least 3+ years in Visualization Reporting tools.
Experience in at minimum 1 Lifecycle Alteryx Server Implementation/Upgrades.
3+ years of experience in SQL/ HIVE.
Full life cycle experience (requirements gathering through production deployment) in all aspects of software development using Alteryx Server, Alteryx Designer.
Translate business needs into technical and system design specifications.
Benefits of Working in ICON:
Our success depends on the quality of our people. That’s why we’ve made it a priority to build a culture that rewards high performance and nurtures talent.
We offer very competitive salary packages. And to keep them competitive, we regularly benchmark them against our competitors. Our annual bonuses reflect delivery of performance goals – both ours and yours.
We also provide a range of health-related benefits to employees and their families and offer competitive retirement plans – and related benefits such as life assurance – so you can save and plan with confidence for the years ahead.
But beyond the competitive salaries and comprehensive benefits, you’ll benefit from an environment where you are encouraged to fulfil your sense of purpose and drive lasting change.
ICON is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.
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