Application Support & Maintenance Analyst

Job Description:

Responsibilities

• Ensure R&D Tech services and processes comply with GxP standards, maintaining ServiceNow baseline synchronization to support operational performance and compliance.
• Identify opportunities to enhance service delivery through workflow optimisation, efficiency improvements, and continuous improvement practices, while maintaining compliance and quality standards.
• Collaborate closely with the Service Management Lead and cross?functional teams to uphold DTSM frameworks (Incident, Problem, Change, Request and Knowledge Management), ensuring consistent and effective service delivery.
• Build strong relationships with internal and external stakeholders, including business owners, product owners and Technology teams, to understand requirements, manage expectations, and deliver high?quality R&D Tech services.
• Create, update and maintain controlled governance documentation for applications and service processes, ensuring audit readiness, accuracy and alignment with compliance requirements.
• Oversee vulnerability management activities by coordinating with Technology teams and stakeholders to identify, assess, prioritise and remediate risks within defined frameworks and timelines.
• Monitor and analyse service performance metrics (SLAs, KPIs, VOCs), produce management reports, and provide actionable insights to support data?driven decision?making and service improvement.
• Act as a key contributor to ServiceNow platform enhancements, including configuration, workflow design and integration support, to strengthen service management capabilities.

Qualification & Experience

• Solid understanding of ITIL?based service management processes (ITIL v4 Foundation certification preferred)
• 5 - 8 years of experience in Technology Service Management or Business Analysis, with a focus on service improvement, process optimisation and operational analysis
• Hands?on experience with DTSM platforms such as ServiceNow, including configuration management and maintaining CMDB records (business applications, services, servers and related resources)
• Exposure to R&D, Life Sciences or Healthcare environments
• Working knowledge of GxP and validation concepts
• Familiarity with SaaS and cloud?based technology ecosystems, including service models (IaaS, PaaS, SaaS) and their operational implications
• Strong written and verbal communication skills, with the ability to collaborate effectively with global teams