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IT Support Analyst II - Site Services

Req ID #:  45620

Shrewsbury, MA, US, 01545

For 70 years, Charles River employees have worked together to assist in the discovery, development and safe manufacture of new drug therapies. When you join our family, you will have a significant impact on the health and well-being of people across the globe. Whether your background is in life sciences, finance, IT, sales or another area, your skills will play an important role in the work we perform. In return, we’ll help you build a career that you can feel passionate about.

Job Summary

We are seeking an experienced IT Support Analyst II – Site Services for our Biologics group currently located in Shrewsbury, MA.


The IT Support Analyst II – Site Services responsibilities include prioritizing user requirements, break/fix analysis, root cause analysis, overseeing system upgrades and researching new tools, queue monitoring, documentation/training material creation. In this role you must be able to work as part of a team and/or individually, you should be highly analytical and able to understand business needs.

  • Gather and document functional and technical requirements and consult with the user community to turn those requirements into an appropriate funded project.
  • Perform break/fix analysis for individual and recurring support issues.  Document findings and work with appropriate resources to find and deliver cost effective and timely solutions when needed.
  • Monitor queue in the Service Desk software tool and follow appropriate guidelines for ensuring that the ITIL processes are followed within approved SLAs.  Monitor queue KPIs and provide solutions to improve results.
  • Perform root cause analysis of complex incidents or recurring problems affecting multiple sites.  Develop solutions to those problems.  Document in the problem resolution knowledge database, and develop training materials to resolve ongoing issues or improve knowledge.
  • Develop new processes and procedures to improve existing services, or to assist in deploying new support services.
  • Create the training and communications materials for new and enhanced services.  Implement training for medium to large scale service rollouts.
  • Participate in and document status of change management for site services.
  • Ensure work is compliant with applicable guidelines and regulations (e.g. SOP, GxP)
  • Coordinate with approved vendors for orders and requirements for supported sites, and projects.

The following are minimum requirements related to the IT Support Analyst II – Site Services position.

  • Bachelor’s degree (B.A./B.S.) or equivalent in computer science or related discipline.
  • MS Windows Operating Systems (7/10), MS Windows Server (2012/2016)Active Director, Office365, Office Suite, SCCM, Bomgar, Remote Desktop, Lab Applications (Watson/Analyst/WinnonLin), General Desktop User Applications.
  • Minimum of 4 years related experience in IT.
  • An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
  • Requires good organizational, communication and interpersonal skills and must be fully competent in IT functional area.
  • Excellent communication skills and problem-solving abilities are essential.
  • Hands-on experience with technical projects is preferred. 
  • While performing the duties of this job, the employee is regularly required to talk, hear and work/type at a computer. 
  • Specific vision abilities required by this job include close vision and the ability to adjust focus.
  • General office working conditions, the noise level in the work environment is usually quiet.
  • May be required to travel domestically and internationally.

About Biologics Testing Solutions

With more than 50 years of experience and proven regulatory expertise, the Charles River Biologics group can address challenging projects for biotechnology and pharmaceutical companies worldwide. Offering a variety of services such as contamination and impurity testing, protein characterization, bioassays, viral clearance studies and stability and lot release programs, we support clients throughout the biologic development cycle, from the establishment and characterization of cell banks through preclinical and clinical studies to marketed products. Whether clients need stand-alone services, a unique package of testing, or insourced support, our Biologics group can create a custom solution to suit their needs.  Each year more than 20,000 biologic testing reports are sent each and over 200 licenses products are supported by our biologics testing solutions team.


About Charles River

Charles River is an early-stage contract research organization (CRO). We have built upon our foundation of laboratory animal medicine and science to develop a diverse portfolio of discovery and safety assessment services, both Good Laboratory Practice (GLP) and non-GLP, to support clients from target identification through preclinical development. Charles River also provides a suite of products and services to support our clients’ clinical laboratory testing needs and manufacturing activities. Utilizing this broad portfolio of products and services enables our clients to create a more flexible drug development model, which reduces their costs, enhances their productivity and effectiveness to increase speed to market.


With over 14,000 employees within 80 facilities in 20 countries around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our client’s unique challenges. Our client base includes global pharmaceutical companies, biotechnology companies, government agencies and hospitals and academic institutions around the world. And in 2018, revenue increased by 22% to $2.27 billion from $1.86 billion in 2017.


At Charles River, we are passionate about our role in improving the quality of people’s lives. Our mission, our excellent science and our strong sense of purpose guide us in all that we do, and we approach each day with the knowledge that our work helps to improve the health and well-being of many across the globe. We have proudly supported the development of ~85% of the drugs approved by the FDA in 2018.


Equal Employment Opportunity 


Charles River Laboratories is an Equal Opportunity Employer - M/F/Disabled/Vet




Nearest Major Market: Worcester

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