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.
What you do?
Act as a first point of contact for all IT Service requests and issues.
Answer IT Service requests in real-time as required.
Triage IT Service requests; resolve or escalate them as required according to their impact/severity.
Escalate issues that they cannot resolve to an appropriate section/member of the IT Service team.
Ensure that all ICON IT governance policies and SOPs are adhered to.
Act as a technical escalation point/mentor for staff in the IT Service Delivery Tech I position and have a high level of fluency in their ability to support the ICON user community.
Report Service trends and problems to the IT Operations Manager and make recommendations for corrective action.
Assist in / carrying out projects / implement new technologies
Remain current on the latest technologies.
Work on special projects as assigned.
What you need?
3+ years of experience in ServiceNow & Incident Management.
Support and maintain IT Services.
Provide first level support for ServiceNow request & incident management.
Willingness to work in a fast-paced, global environment with occasional after-hours and weekend support.
Willingness to work in UK time zone as necessary.
Benefits of Working in ICON:
Our success depends on the knowledge, capabilities and quality of our people. That’s why we are committed to developing our employees in a continuous learning culture – one where we challenge you with engaging work and where every experience adds to your professional development.
At ICON, our focus is to provide you with a comprehensive and competitive total reward package that comprises, not only an excellent level of base pay, but also a wide range of variable pay and recognition programs. In addition, our best-in-class employee benefits, supportive policies and wellbeing initiatives are tailored to support you and your family at all stages of your career - both now, and into the future.
ICON, including subsidiaries, 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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