Senior Systems Support Specialist - Procurement

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.
 

Responsibilities

• Achieve technical competence in ProcessUnity’s Saas software platform and solutions . Processunity is used by Procurement for the onboarding and continuous supplier management
• Deliver excellent customer and partner service with goal to become a trusted advisor to clients
• Serve as the primary point-of-contact and first line of technical support for customers and partners; answer questions, and troubleshoot and resolve production issues
• Create and deploy proactive communication programs that anticipate and avoid issues and maximize satisfaction and service levels
• Develop support processes and meet SLAs for pilot, partner, and customer deployments
• Provide technical leadership to support pilots, prototypes, and client implementations (configuring, data loading, report development, training, deployment, and communication)
• Perform software testing (QA), author product specifications, and lab test advanced product features
• Build and deliver product education to partners and customers (online web meetings, formal webinars, face-to-face at client sites)
• Enhance product proficiency of internal team members

Required Experience / Skills

• Experience with browser-based Software-as-a-Service (SaaS) applications
• Competency with spreadsheets (data manipulation, formula writing, CSV support, pivot tables)
• Technical knowledge of fundamental database concepts
• Proficiency and experience with systems integration
• Proficiency and experience with report-writing software
• Proficiency with MS Office products (Word, Excel, PowerPoint) - experience with VBA a plus
• Excellent written and verbal communication skills (ability to explain complex topics clearly)
• Proven technical aptitude / creative problem solver / quality-focus
• Project management experience; organized
• Strong training and presentation skills (development and delivery)
• Energetic and positive interpersonal approach
• Previous experience with financial services / GRC / risk management software products a plus

  
  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.