Technical Support Analyst

Category: Business Analysis (functional and technical)
Main location: United States, Indiana, Indianapolis
Position ID: J0123-2313
Employment Type: Full Time
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Position Description:

CGI is looking for a Technical Support Analyst to provide IT services to a large strategic pharmaceutical client located in Mt Vernon, Indiana.

The Technical Support Analyst strives to deliver a range of interrelated onsite specialist service offerings, adhering to the technical strategy and direction provided by the client, to deliver effective solutions that meet customer and business needs. The role is accountable for the End-to-End Resolution of technical issues while operating within required quality and compliance standards. Focus areas include Incident resolution, Architectural review and consultation to new system implementation, support and consultation to business customers, small change or service introduction coordination and local application specialism. The Technical Support Analyst will be required work across all functions and service delivery partners as well as Business Analysts and System Owners to ensure optimal service delivery is achieved.

Your future duties and responsibilities:

• Operate within the confines of the approved client Incident management system ServiceNow to ensure accurate and up to date reporting is achieved
• Works with the System Owner and the Service delivery Teams to maintain their system Management Plan in accordance with local regulatory and compliance policies
• Local Project Delivery and Coordination including tracking all locally managed projects, reporting on monthly delivery scorecards, provide visibility of all locally delivered IT projects
• Local Service Introduction activities including delivery and update of local system support models, analysis of new services and systems to ensure all support partners are correctly aligned and engaged.

Required qualifications to be successful in this role:

• The candidate should have Knowledge of pharma industry, Systems and Automation solutions
• Strong verbal and written communication skills
• Evidence of previous influencing, networking and team working skills
• Proven track record with at least 5 years’ experience working in an IT Technical support and delivery role
• Experience in Laboratory instrumentation and Manufacturing Automation systems would be beneficial
• Candidate must be able to operate in a time critical environment
• Awareness of Quality and Compliance principles, Good Manufacturing or Good Laboratory Principles (GMP, GLP) is desirable
• Ability to work well in and across diverse global teams

Competencies Years of experience Proficiency level

IT Technical support 5 Very Good
Lab instrumentation & Manufacturing Automation 3 Very Good
Communication 5 Very Good
Quality and Compliance 5 Very Good
Incident Tracking 5 Very Good

Minimum Education Required: Bachelor's Degree


CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to: skill set level; experience and training; and licensure and certifications. CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $48,400.00-$103,200.00. We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our benefits package includes multiple medical, dental, & vision options, both a Shared Purchase Plan (SPP) for CGI stocks and a 401(k) plan, as well as numerous other lifestyle benefits. CGI also provides sick leave and vacation pay.
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Skills:

  • Hardware Installation
  • Help Desk/IT Services
  • Incident Management
  • MS Remote Desktop Services
  • ServiceNow

What you can expect from us:

Insights you can act on

While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees “members” because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today — one of the world’s largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI — where your ideas and actions make a difference.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.

We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.

CGI is committed to the principles of equal employment opportunity and to compliance with US laws and regulations. Click here to access an overview of our U.S. Equal Employment Opportunity and Anti-Harassment Policy.

Applicants have rights under Federal Employment Laws:

  1. EPPA
  2. FMLA
  3. Know Your Rights: Workplace Discrimination is Illegal
  4. Pay Transparency Statement Policy

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.

We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members.