About SpringWorks Therapeutics:
SpringWorks is a commercial-stage biopharmaceutical company applying a precision medicine approach to developing and delivering life-changing medicines for people with severe rare diseases and cancer.SpringWorks has a diversified targeted oncology pipeline spanning solid tumors and hematological cancers, including clinical trials in rare tumor types and highly prevalent, genetically defined cancers. SpringWorks’ strategic approach and operational excellence in clinical development have enabled it to rapidly advance its lead product candidates into late-stage trials and enter into multiple collaborations with innovators in industry and academia to unlock the full potential for its portfolio and create more solutions for patients with cancer.
Job Summary:
The End User Services Technical Analyst is responsible for the support and operation of all end user software, devices, and peripheral equipment. This person supports a wide variety of end user computing services to include installation and maintenance of hardware and software, operating systems, collaboration solutions, and audio-visual systems.The primary objective of this role is to ensure end-users experience minimal disruption and maximum efficiency when using the company technology and tools.
The person in this role will be involved in onboarding and offboarding employees, support end-user compute technologies, and maintain technology standards based on industry best practices.
Key Responsibilities:
The End User Services Technical Analyst II will be responsible for partnering with the functional leadership across the organization to lead the following:
- Provides assistance for internal inquiries from end-users, providing exceptional support and service while demonstrating the appropriate sense of urgency and priority associated with SpringWorks’ processes.
- Operational responsibility of core support infrastructure including collaboration tools, Entra (Active Directory), patching, and end point management.
- Maintains technology standards, policies, procedures, metrics, tools, and process optimizations based on industry best practices that support a scalable and secure IT environment. Develops continuous improvement initiative.
- Work with multiple MSP and IT vendors to ensure service levels are being achieved.
- Records, tracks, and documents the helpdesk requests and actions taken through the final resolution.
- Keeps the network computing systems operating efficiently and ensures that computing standards are implemented and enforced at all times.
- Works with vendor partners to troubleshoot and resolve issues.
- Researches, identifies, assesses, and supports new technology capability opportunities that align with organizational priorities and improve operational efficiencies
- Understands and manages complex technical issues within a fast-paced 24/7/365 business environment.
- Ensures a high-quality, consistent user experience with the variety of technology platforms.
- Maintains current knowledge of technology capabilities and trends.
- Performs hands-on fixes at the desktop level.
- Possesses familiarity with and awareness of the full pharmaceutical industry lifecycle.
- Acts as backup to other IT Team members.
- Must be available after hours to resolve issues escalated by colleagues.
- Performs related duties consistent with the scope and intent of the position.
- Perform other duties and responsibilities as assigned.
Qualifications:
- Education:Bachelor's degree or technical school certification(s)
- 3+ years of experience in an end user computing technical support role.
- Experience working with stakeholders and internal customers and meeting SLAs.
- Experience in IT Service Management and ticketing systems (ServiceNow experience preferred).
- Experience supporting computer/software deployments in a remote environment.
- Experience with networking concepts and implementations.
- Experience building reports, establish metrics to measure efficient use of technology resources, and to improve self-service problem solving for end users.
- Demonstrates a high degree of confidentiality and discretion.
- Thorough knowledge of Microsoft Windows operating system, Microsoft 365 applications, Azure Entra ID, Intune, Teams and SharePoint Online.
- Demonstrated experience in supporting PC hardware, software, operating systems, software distribution systems, and mobile device management.
- Proficiency in office technology, including printing, networking, wireless, and audio / visual support.
- Strong troubleshooting skills with the ability to independently resolve technical issues.
- Experience with ServiceNow IT Service Management (ITSM) for onboarding, offboarding, incident management, and support activities.
- Understanding of modern computing technology, systems and network architecture, data management, information security, and cloud-based services.
- Awareness and use of IT Infrastructure Library (ITIL) framework.
- Technical guidance to business teams on end user devices and technologies.
- Acts with a sense of urgency.
- Communication with IT, business and vendors.
- Shows good judgement in communication: Communicates successes and issues accurately, urgently, and to the right audience, and takes accountability for ensuring effective management of expectations with business leaders.
- Embody the SpringWorks Values to act with empathy and humility to drive a culture that takes ownership and accountability for their individual and teams’ performance.
- Strong interpersonal communication skills to collaborate with colleagues, stakeholders, and vendors effectively and clearly in a remote hybrid work environment.
- Ability to travel occasionally including overnight stay driven by business need.
- This position must be able to work East Coast hours.
Location Classification – On-Site:
This role will be required to work onsite 5 days a week.
Compensation:
The expected salary range for this position is $75,000 – $93,000. Actual pay will be determined based on experience, qualifications, location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance.We offer best-in-class benefits for our team of SpringWorkers who work with urgency on behalf of patients suffering from devastating diseases. Interested in learning more, review additional information here Benefits.
SpringWorks Leadership Principles:
- Change Steward - Recognize that change is essential; set goals that align to the Company’s strategy and create positive momentum for change; adapt business practices as necessary to adjust to ever changing requirements
- Excellence Driver - Drive high performance and ownership through an open dialog; recognize performance, empower teams and create accountability for results
- Growth Coach - Set clear expectations, provide frequent feedback, coaching, and encourage continuous learning; leverage individual strengths to help SpringWorkers unleash their potential and grow in their jobs and careers
- Community Builder - Establish connections with others to build strong teams that trust each other and are great at collaborating to achieve goals; create a diverse, inclusive, and psychologically safe environment
DE&I:
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DE&I
EEO Statement:
SpringWorks maintains an EEO Policy providing for equitable opportunities for employment and conditions of employment to all employees and applicants regardless of actual or perceived sex (including pregnancy, childbirth, breastfeeding or related medical conditions), gender, gender identity or gender expression, sexual orientation, partnership status, marital status, familial status, pregnancy status, race, color, national origin, ancestry, caste, religion, religious creed, age, alienage or citizenship status, veteran status, military status, physical or mental disability, past or present history of mental disorder, medical condition, AIDS/HIV status, sickle cell or hemoglobin C trait, genetic predisposition, genetic information, protected medical leaves, victims of domestic violence, stalking, or sex offense, political affiliation and any and all other characteristics or categories protected by applicable federal, state or local laws. SpringWorks treats all employees and applicants fairly in the selection process (and in other personnel activities) by giving all employees and applicants the same opportunities for employment. SpringWorks’ Equal Employment Opportunity Policy is intended to ensure that there are no barriers that would prevent members of a protected group from a fair and equitable opportunity to be hired, promoted, or to otherwise take advantage of employment opportunities.
This Equal Employment Opportunity Policy applies to all aspects of employment, including, without limitation, recruitment, hiring, placement, job assignment, promotion, termination, transfer, leaves of absence, compensation, discipline, and access to benefits and training. Any violation of this Policy will result in disciplinary action up to and including termination of employment.
For more information see our Privacy Policy - Springworks (springworkstx.com)
