SeniorITTechnician

For the past 25 years, ProPharma has improved the health and wellness of patients by providing advice and expertise that empowers biotech, med device, and pharmaceutical organizations of all sizes to confidently advance scientific breakthroughs and introduce new therapies. ProPharma partners with its clients through an advise-build-operate model across the complete product lifecycle. With deep domain expertise in regulatory sciences, clinical research solutions, quality & compliance, pharmacovigilance, medical information, and R&D technology, ProPharma offers an end-to-end suite of fully customizable consulting solutions that de-risk and accelerate our partners’ most high-profile drug and device programs. The Senior IT Technician – Platform & Service Enablement provides advanced technical and operational support focused on improving the reliability, efficiency, and scalability of IT services and platforms. The role acts as an escalation point for technicians while contributing to automation, optimisation, and continuous improvement initiatives. _**This is a HYBRID role, involving working from our offices in Richmond, North Yorkshire (DL10)**_. **Main Responsibilities:** * Act as a senior escalation point for complex operational and service‑related issues. * Support service delivery activities including incident, change, and problem handling * Analyse recurring incidents and operational issues to identify root causes and preventative actions. * Identify, design, and implement opportunities to automate repetitive tasks and operational workflows. * Support and maintain operational platforms, tools, and integrations that enable efficient service delivery. * Analyse service and ticket data to identify trends, inefficiencies, and improvement opportunities. * Work collaboratively with Systems, Security, and Infrastructure teams to improve service stability and user experience. * Coordinate with third‑party vendors and internal stakeholders during incidents, changes, and im