Job Title: Tier 3 Business Systems Support EngineerLocation: Cork, Ireland (Onsite - 3 days per week)Job Type: ContractAbout Our ClientOur client is a leading global pharmaceutical organization dedicated to advancing innovative therapies and improving patient outcomes worldwide. As part of a major digital transformation, the company is evolving into a medical organization of the future-integrating AI, automation, and modern engineering practices into next-generation clinical trial systems while maintaining the stability of critical business operations.To support this transformation, the Clinical Capabilities organization is expanding its engineering and support functions. These teams manage proprietary, high-impact clinical platforms that enable global clinical trials, including lab data systems, statistical computing environments, and study integrity applications.This role offers the opportunity to operate at a senior level within a highly innovative environment, supporting both business-as-usual operations and the evolution of future-focused clinical technologies.Role OverviewWe are seeking a Tier 3 Business Systems Support Engineer to join the Clinical Capabilities team in Cork.In this role, you will act as a Subject Matter Expert (SME) across a suite of enterprise clinical systems, combining deep technical expertise with strategic oversight. You will lead high-priority production support, drive release and environment management, oversee UAT processes, and contribute to continuous improvement initiatives.This position sits at the top tier of the support model, requiring strong ownership, cross-functional leadership, and the ability to influence outcomes across engineering, infrastructure, security, and business teams.Example Business Applications SupportedYou will support a portfolio of critical clinical platforms, including:Clinical Lab Data Systems - supporting lab data ingestion and clinical workflowsStatistical Computing Environment - large-scale data lake for clinical analyticsBlinding Applications - ensuring study integrity through placebo maskingStatistical Template Platforms - proprietary tools for standardized analysisA mix of SaaS and internally developed (greenfield) applicationsKey ResponsibilitiesRelease & Environment ManagementCoordinate release planning across Development, QA, Infrastructure, and Security teamsManage cutovers, deployments, hotfixes, rollback strategies, and post-release stabilizationEnsure compliance with change management and audit requirementsProduction Support & Incident LeadershipAct as Tier 3 SME for critical incidents, outages, and performance issuesLead incident triage, root cause analysis (RCA), and long-term remediationProactively monitor system health via logs, dashboards, and telemetryReduce MTTR through improved observability and operational practicesData Flow & Security OversightMaintain deep understanding of system integrations, data lineage, and dependenciesValidate and manage access requests ensuring RBAC compliance and audit readinessUser Acceptance Testing (UAT)Define UAT strategies, scope, and acceptance criteriaPartner with business users to develop test scenarios and datasetsLead defect triage and drive successful UAT execution and sign-offProcess & Continuous ImprovementIdentify inefficiencies across SDLC, release, and support processesImplement scalable improvements and standardize operational workflowsContribute to governance, SOPs, and continuous improvement initiativesStakeholder & Business CollaborationPartner with cross-functional teams to deliver system enhancementsTranslate technical concepts into business-friendly languageSupport adoption of new technologies and evolving platformsTraining & Knowledge ManagementDevelop and maintain documentation (runbooks, SOPs, knowledge articles)Provide training and enablement for Tier 1 and Tier 2 support teamsVendor & SAS Platform ManagementAct as liaison with third-party vendors for SAS platform supportOversee issue resolution, upgrades, patches, and service deliveryRequired Qualifications5-8+ years of experience in application support, systems analysis, or release/UAT managementStrong experience in release management (cutovers, change control, rollback strategies)Advanced troubleshooting across application, data, and infrastructure layersProven expertise in incident management and root cause analysis (RCA)Experience working within Agile/Scrum/Kanban environments and CI/CD pipelinesStrong documentation skills (SOPs, runbooks, test plans, release notes)Excellent communication skills across technical and business audiencesExperience with security frameworks, RBAC, and audit complianceTechnical SkillsSQL and relational databases (Redshift, PostgreSQL, SQL Server)Linux/Unix command-line and log analysisScripting/automation (Python, Bash, or similar)Cloud platforms (AWS S3, Redshift, EC2, or similar)Observability tools, logs, and monitoring frameworksITSM tools (ServiceNow, Jira, Azure Boards)MS Office 365 (Teams, SharePoint, Power BI)Terminal tools (e.g., PuTTY)Preferred ExperienceLife sciences, pharmaceuticals, or clinical trial operationsUnderstanding of CDISC standards and regulatory environmentsExperience supporting both SaaS and custom-built applicationsExposure to statistical platforms or SAS environmentsEducationBachelor's degree in Information Systems, Computer Science, Engineering, or related field preferredTo Apply email: olwyn.kearns@manpower.ie
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