Application Support Analyst – IT in Pharmaceutical Regulated Environment
HCLTech - Australia and New Zealand
Upper Hutt, Wellington, New Zealand · Full Time
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- Experience
- 5+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 3 గంటలు క్రితం
- Work mode
- In office
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Job description
Company Overview
HCLTech is a rapidly expanding global technology firm employing over 219,000 people across 54 countries. Our workforce is diverse, innovative, and passionate about driving progress in Digital, Engineering, and Cloud domains. At HCLTech Australia, we embrace individual contributions and encourage Aboriginal and Torres Strait Islander peoples to apply.
Role Summary
This position seeks an experienced Application Support Analyst to maintain and support vital IT applications within a regulated pharmaceutical setting. The role includes frontline (L1/L2) production support focused on ensuring system uptime, problem resolution, and compliance with GxP and ITIL frameworks. Collaboration with business users, infrastructure teams, vendors, and quality assurance is essential to guarantee dependable, compliant application operations.
Key Responsibilities
- Deliver L1 and L2 support for mission-critical business applications.
- Diagnose and resolve incidents, service requests, and system malfunctions.
- Manage service tickets in compliance with SLAs and ITIL procedures.
- Communicate issue status and resolutions clearly to stakeholders.
- Handle incidents prioritizing timely resolution and appropriate escalation.
- Assist in root cause investigations and contribute to problem management efforts.
- Engage in change deployment, testing, and software release processes.
- Monitor application performance including batch jobs and integration workflows.
- Maintain support documentation, standard operating procedures, and knowledge repositories.
- Ensure strict observance of GxP compliance, data integrity protocols, and validation practices.
- Work collaboratively with business units, IT, quality, and third-party vendors to resolve application issues.
- Identify service trends and actively participate in continuous improvement initiatives.
Required Skills and Experience
- Minimum of 5 years' experience in Application Support, Production Support, or IT Support roles.
- Proficient understanding of ITIL disciplines including Incident, Problem, and Change Management.
- Hands-on experience supporting enterprise or essential business applications.
- Capable of troubleshooting application functionality, interfaces/integrations, batch processing, and user access issues.
- Experience with ticket management platforms such as ServiceNow or Remedy.
- Excellent communication and stakeholder engagement abilities.
Preferred Qualifications
- Background in pharmaceutical, biotechnology, or regulated industries.
- Familiarity with GxP standards, computer system validation (CSV), and data integrity principles.
- Exposure to lab information management systems (LabX, qPCR, FTIR), SCADA or manufacturing systems, and middleware/integration platforms.
- ITIL certification is advantageous.
Additional Information
HCLTech offers a global, diverse workplace with over 165 nationalities. The company promotes virtual-first work environments supporting work-life balance and flexibility. Comprehensive employee benefits and recognition programs highlight our positive culture. We are committed to being an equal opportunity employer, welcoming applications regardless of race, religion, gender, age, disability, or other protected statuses.
Candidate Privacy: Applicant data will be handled according to our privacy policy ensuring secure and compliant processing for recruitment purposes.