Job description Posted 18 January 2023

Role Title: Support Analyst

Duration: 12 months

Location: Ware / hybrid role

Rate: £24.50 per hour - PAYE


Who Are We - GSK?


We are a science-led global healthcare company with a special purpose: to help people do more, feel better, live longer. GlaxoSmithKline plc was formed in 2000 as a result of a merger between Glaxo Wellcome plc and SmithKline Beecham plc, although our history can be traced back more than 300 years to London’s Plough Court Pharmacy in the 1700s.


Our goal is to be one of the world’s most innovative, best performing and trusted healthcare companies. Our strategy is to bring differentiated, high-quality and needed healthcare products to as many people as possible, with our three global businesses, scientific and technical know-how and talented people. Our values and expectations are at the heart of everything we do and form an important part of our culture:


·      Our values are Patient focus, Transparency, Respect, Integrity

·      Our expectations are Courage, Accountability, Development, Teamwork



Role purpose / summary


Job Purpose why job exists / what it must achieve


·      To provide single point accountability for the direction and operational support for the development, implementation and ownership of IT/Business solutions serving the clinical trial supply chain within Pharma R&D.

·      To ensure the IT/Business solutions are maintained in current state of inspection readiness.


Key Responsibilities


Business Support, System Maintenance, Development, Compliance & Audit Readiness

·      To provide single point for global operational support of Comet

·      Provide management of System User account access.

·      Perform Periodic access management reviews and report.

·      Creation of material item definitions as a service (Comet).

·      Provide guidance to available reports or action data extracts.

·      Perform system configuration changes/additions.

·      Develop and maintain strong relationships and effective communications with business customers.

·      Facilitate business data request for change with IT.Review and approve change controls and monitor delivery.

·      Perform testing for change controls where required, by authoring test cases / proving evidence.

·      Ensure training support and problem resolution with users is in place, regionally, globally.

·      Maintain strong relationships with Research & Development Tech (IT) to ensure system effectiveness and front-line application support.

·      Ensure adequate maintenance of user manuals and system user training materials.

·      Adherence to all system standard operating procedures and policies.

·      Ensure clear, concise, and frequent communications are provided to the user community during any system outage.

·      Ensure system changes or enhancements are appropriately managed through change control process and re-validated as appropriate in compliance with IT Management System.


Skills required


·      Good communication skills

·      Good interpersonal skills

·      Good verbal and written skills

·      Task orientated

·      Process driven

·      1st line technical support experience

·      Matrix team working

·      Someone who can work independent


Nice to have skills


·      Project Management

·      Computer System Lifecycle Management

·      GXP (GMP, GCP and GDP) environment

·      Root Cause Analysis


All profiles will be reviewed against the required skills and experience. Due to the high number of applications we will only be able to respond to successful applicants in the first instance. We thank you for your interest and the time taken to apply!


Join GSK’s vision to do more, feel better and live longer: 


Who will I be working with?