IT Specialist Tech Support

Role Summary 

The IT Specialist - Technical Support role delivers a range of interrelated onsite specialist services to provide effective solutions that meet customer and business needs. This role is accountable for the end-to-end resolution of technical issues while maintaining required quality and compliance standards. Key focus areas include incident resolution, architectural review, new system implementation support, and consultation for business customers. The role collaborates with global and local business partners to ensure optimal service delivery. The role is expected to take on more of a leadership role either at site level or possibly across multiple sites. This could include being designated as a local site team lead and/or helping lead a technology platform or capability at a regional level. 

Responsibilities include but are not limited to: 

• Lead incidents through advanced technical acuity to resolve multi-layered and complex IT and automation system issues. 

• Support service change requests, enhancements, and implementation of architectural standards. 

• Possess extensive knowledge of the local technical environment, including Corporate IT Infrastructure, Dedicated Manufacturing Networks, Lab, and Production environments. 

• Provide consultation services for new projects. 

• Ensure reduced breakdowns in manufacturing, quality control (QC) laboratory facilities, and supply chain operations. 

• Deliver consistent services across all operations sites. 

• Reduce business impact from key system failures. 

• Mitigate risk from obsolete platforms, tools, and equipment through hardware and system lifecycle management practices. 

Candidate Focus & Challenge:

• Deliver specialist IT technical support to Operations, including Formulation and Packaging Manufacturing, Quality and Compliance Systems, Laboratory, and Weigh and Dispense areas. 

• Consult with customers to support effective system management, balancing planned and unplanned downtime to minimize business impact. 

Candidate Focus & Challenge:

• Deliver specialist IT technical support to Operations, including Formulation and Packaging Manufacturing, Quality and Compliance Systems, Laboratory, and Weigh and Dispense areas. 

• Consult with customers to support effective system management, balancing planned and unplanned downtime to minimize business impact. 

• Communicate complex technical information effectively to both technical and non-technical audiences. 

• Work as part of a distributed team to ensure consistency and standard processes across the factory operations estate in line with global standards. 

• Support transition and change planning, liaising with project and service teams to ensure system continuity. 

Role Specific Accountabilities:

• Ensure delivery of Operations Computing Services (OCS) Service Catalogue items, including service element identification and clarification. 

• Operate within the approved AstraZeneca incident management tool, ServiceNow, for accurate reporting. 

• Chip in to the successful delivery of the Operations Computing Service Improvement Portfolio. 

• Maintain configuration management data for relevant OCS-supported systems. 

• Maintain relationships with local Automation and Engineering teams, translating IT and business requirements. 

• Support specialist computing devices and track locally run projects. 

• Lead local service introduction activities and handle local applications. 

Key Relationships

• Internal: ETS colleagues, key business customers, global process and systems owners, architecture, strategy, innovation, delivery, and capability functions, OpsIT Regional Leads, Factory Operations Capability Leads, OCS team members across sites, local Ops IT Site Lead. 

• External: Third-party suppliers/vendors, service and project delivery managers, external service providers, network forums. 

Requirements

• Minimum of a Bachelor's degree in Computer Science, Engineering, or related technical discipline.
• Minimum of at least 4 years of IT experience. 

• Project management experience required; PMP certification preferred. 

• Advanced technical proficiency in applicable technology (database systems, architecture, specialty computing, network security). 

• Strong verbal and written communication skills. 

• Proficiency with Microsoft Office, SharePoint, PowerBI, and PowerApps. 

• Experience in pharmaceutical manufacturing, laboratory instrumentation, and manufacturing automation systems beneficial. 

• Ability to operate in a time-critical environment. 

• Awareness of Quality and Compliance principles (GMP, GLP) desirable. 

• Solid understanding of network engineering principles. 

• Experience managing people and continuous process improvement is desired. 

• Ability to work and communicate well in diverse regional and global teams. 

• 5 days a week onsite with flexibility when needed, with occasional weekend, after-hours, and holiday work required.