Job description
Job Title: Business Systems Support Engineer
Location: Cork, Ireland (Onsite - 3 days per week)
Job Type: Contract
About Our Client
Our client is a leading global pharmaceutical organization dedicated to advancing innovative therapies and improving patient outcomes worldwide. As part of a major digital transformation initiative, the company is redesigning clinical trial systems with AI-driven capabilities, automation, and modern engineering practices while maintaining the reliability of critical operational systems.
To support this transformation, they are expanding their Clinical Capabilities organization, building teams that support proprietary clinical platforms used across global clinical trials. These platforms power essential workflows such as lab data ingestion, study activation, data governance, and statistical computing.
This role offers the opportunity to work on high-impact clinical systems used globally, supporting both business-as-usual operations and next-generation clinical technology initiatives.
Role Overview
We are seeking two Tier 2 Business Systems Support Engineers to join the Clinical Capabilities support team in Cork.
In this role, you will provide advanced application support for proprietary clinical systems, helping maintain the stability and performance of platforms used in global clinical trials. You will troubleshoot complex application issues, support environment provisioning, assist with release management, and collaborate with engineering teams to resolve production challenges.
This role sits between Tier 1 operational support and Tier 3 engineering, requiring both strong technical troubleshooting skills and the ability to support evolving systems as the organization moves toward an AI-enabled clinical ecosystem.
The support organization handles over 30,000 tickets annually in a 24/7 operational model, covering everything from access requests to container builds supporting new clinical studies.
Example Business Applications Supported
This role supports several enterprise clinical and statistical platforms, including:
Clinical Lab Data & Study Activation Platform
Core proprietary application used across clinical trials for lab data ingestion, reference table standards, study activation/deactivation workflows, and downstream data delivery. Supports complex integrations, governed code creation (e.g., central lab test codes, performing lab codes, ECG codes), and publication workflows.
Statistical Computing Environment
Large-scale data lake platform used for clinical statistical analysis and research data workflows.
Blinding Application
System designed to maintain study integrity by masking placebo treatments from those facilitating clinical trials.
Statistical Template Platform
Proprietary platform that generates standardized templates for statistical analysis.
The role requires supporting both SaaS-based platforms and internally developed (greenfield) applications, from new feature development through production support.
Key Responsibilities
Advanced Application Support
- Troubleshoot escalated application issues across proprietary clinical systems.
- Diagnose complex workflows including:
- Study activation and deactivation escalations
- Data transfer or ingestion failures
- Lab reference table standards management (central lab test codes, performing lab codes, ECG codes)
- Reference table publication data flows
- Downstream data delivery issues
- Provide one-on-one user support and training for advanced application issues.
Environment, Infrastructure & Container Support
- Triage, assign, and complete container build and environment provisioning requests.
- Assist with performance troubleshooting and environment stability improvements.
- Collaborate with Tier 3 engineering teams on infrastructure configuration and deeper technical issues.
Ticket & Workflow Operations
- Monitor and manage ticket queues for escalated issues ensuring timely resolution.
- Follow and support established processes, SOPs, and compliance procedures.
- Participate in 24/7 on-call rotation for critical clinical system events.
- Join shift-handoff meetings to ensure continuity across U.S. and Cork support teams.
Documentation, Training & Knowledge Management
- Maintain technical documentation, troubleshooting guides, and operational playbooks.
- Support knowledge sharing and training for Tier 1 support teams.
- Identify opportunities for automation and workflow optimization within ServiceNow incident and request processes.
Cross-Team Collaboration
- Work closely with:
- Application development teams on defects, enhancements, and release management
- Scientific and data standards teams on lab data workflows and code governance
- Security teams on access management and compliance alignment
- Communicate effectively with global stakeholders and cross-functional teams.
Required Qualifications
- 2+ years of experience in application support, user support, or systems support roles.
- Experience supporting enterprise, research, or proprietary applications.
- Strong troubleshooting and root cause analysis skills.
- Familiarity with ServiceNow or similar IT service management tools.
- Understanding of secure access frameworks (IAM, MFA, RBAC).
- Ability to prioritize multiple tasks and work independently in a fast-paced environment.
- Excellent communication skills, particularly when supporting global teams.
Technical Skills
- Experience with SQL and relational databases (such as Redshift, PostgreSQL, or SQL Server) for data investigation and troubleshooting.
- Strong Linux/Unix command-line skills, including log analysis.
- Basic scripting knowledge using Python or Bash.
- Experience working with containers and cloud environments (Docker, AWS S3, EC2, Redshift, or similar).
- Ability to diagnose issues across applications, APIs, logs, and system integrations.
- Familiarity with JSON/XML data formats.
- Experience using ServiceNow workflows for incident and request management.
- Understanding of secure access management and compliance frameworks.
Preferred Qualifications
- Experience with LabsConnect or Laboratory Information Management Systems (LIMS).
- Knowledge of CDISC or laboratory data standardization frameworks.
- Background in biology, chemistry, clinical research, or health sciences.
- Experience supporting regulated or study-based computing environments.
- Exposure to automation or scripting for operational improvements.
Please contact Nidhi at +353 1 645 5244 or
email [email protected].
