Job Title: Tier 3 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, the company is evolving into a medical organization of the future-integrating AI, automation, and modern engineering practices into next-generation clinical trial systems while maintaining the stability of critical business operations.
To support this transformation, the Clinical Capabilities organization is expanding its engineering and support functions. These teams manage proprietary, high-impact clinical platforms that enable global clinical trials, including lab data systems, statistical computing environments, and study integrity applications.
This role offers the opportunity to operate at a senior level within a highly innovative environment, supporting both business-as-usual operations and the evolution of future-focused clinical technologies.
Role Overview
We are seeking a Tier 3 Business Systems Support Engineer to join the Clinical Capabilities team in Cork.
In this role, you will act as a Subject Matter Expert (SME) across a suite of enterprise clinical systems, combining deep technical expertise with strategic oversight. You will lead high-priority production support, drive release and environment management, oversee UAT processes, and contribute to continuous improvement initiatives.
This position sits at the top tier of the support model, requiring strong ownership, cross-functional leadership, and the ability to influence outcomes across engineering, infrastructure, security, and business teams.
Example Business Applications Supported
You will support a portfolio of critical clinical platforms, including:
Clinical Lab Data Systems - supporting lab data ingestion and clinical workflows
Statistical Computing Environment - large-scale data lake for clinical analytics
Blinding Applications - ensuring study integrity through placebo masking
Statistical Template Platforms - proprietary tools for standardized analysis
A mix of SaaS and internally developed (greenfield) applications
Key Responsibilities
Release & Environment Management
Coordinate release planning across Development, QA, Infrastructure, and Security teams
Manage cutovers, deployments, hotfixes, rollback strategies, and post-release stabilization
Ensure compliance with change management and audit requirements
Production Support & Incident Leadership
Act as Tier 3 SME for critical incidents, outages, and performance issues
Lead incident triage, root cause analysis (RCA), and long-term remediation
Proactively monitor system health via logs, dashboards, and telemetry
Reduce MTTR through improved observability and operational practices
Data Flow & Security Oversight
Maintain deep understanding of system integrations, data lineage, and dependencies
Validate and manage access requests ensuring RBAC compliance and audit readiness
User Acceptance Testing (UAT)
Define UAT strategies, scope, and acceptance criteria
Partner with business users to develop test scenarios and datasets
Lead defect triage and drive successful UAT execution and sign-off
Process & Continuous Improvement
Identify inefficiencies across SDLC, release, and support processes
Implement scalable improvements and standardize operational workflows
Contribute to governance, SOPs, and continuous improvement initiatives
Stakeholder & Business Collaboration
Partner with cross-functional teams to deliver system enhancements
Translate technical concepts into business-friendly language
Support adoption of new technologies and evolving platforms
Training & Knowledge Management
Develop and maintain documentation (runbooks, SOPs, knowledge articles)
Provide training and enablement for Tier 1 and Tier 2 support teams
Vendor & SAS Platform Management
Act as liaison with third-party vendors for SAS platform support
Oversee issue resolution, upgrades, patches, and service delivery
Required Qualifications
5-8+ years of experience in application support, systems analysis, or release/UAT management
Strong experience in release management (cutovers, change control, rollback strategies)
Advanced troubleshooting across application, data, and infrastructure layers
Proven expertise in incident management and root cause analysis (RCA)
Experience working within Agile/Scrum/Kanban environments and CI/CD pipelines
Strong documentation skills (SOPs, runbooks, test plans, release notes)
Excellent communication skills across technical and business audiences
Experience with security frameworks, RBAC, and audit compliance
Technical Skills
SQL and relational databases (Redshift, PostgreSQL, SQL Server)
Linux/Unix command-line and log analysis
Scripting/automation (Python, Bash, or similar)
Cloud platforms (AWS S3, Redshift, EC2, or similar)
Observability tools, logs, and monitoring frameworks
ITSM tools (ServiceNow, Jira, Azure Boards)
MS Office 365 (Teams, SharePoint, Power BI)
Terminal tools (e.g., PuTTY)
Preferred Experience
Life sciences, pharmaceuticals, or clinical trial operations
Understanding of CDISC standards and regulatory environments
Experience supporting both SaaS and custom-built applications
Exposure to statistical platforms or SAS environments
Education
Bachelor's degree in Information Systems, Computer Science, Engineering, or related field preferred
To Apply email: [email protected]
