Contract, Senior Analyst, End User Services

PTC Therapeutics is a global commercial biopharmaceutical company. For over 25 years our team has been deeply committed to a unified purpose: Extending life’s moments for children and adults living with a rare disease.

At PTC, we cultivate an inclusive culture where everyone feels valued, respected, and empowered. We welcome candidates from all backgrounds to join our team, fostering a strong sense of belonging.

Visit our website to learn more about our company and culture!
Site: www.ptcbio.com

Job Description Summary:

JOB SUMMARY
Brief description of the purpose of this position. Why it exists, how it contributes to the organization, and the expected results:

Based at our Mountain View, California site, this position works a 12pm to 8pm shift, Pacific Time, providing our US and Japanese end users, day-to-day technical support for internal computer systems and software. Supports PTC’s user base via phone, email, chat, walk-in, and self-service for incidents and service requests in a heterogeneous environment. Maintains passwords, data integrity, and file system security for the desktop environment. Communicates highly technical information to both technical and non-technical personnel.
Manages the tickets and ticket queues with an initial triage of tickets and if unable to resolve the issue on first contact, escalates a high-quality ticket to second and third-level support teams where needed.

The Contract Senior Analyst, End User Services, supports adherence to relevant regulatory requirements and company Standard Operating Procedures (SOPs) as appropriate.

Job Description:

ESSENTIAL FUNCTIONS

Primary duties/responsibilities:

• Handles global support coverage with a primary focus of the second shift, 12pm to 8pm, PT.
• Provides back up support to the primary MTV Technical Support person in the office and in the laboratories.
• Responds to queries over the phone, email, self-service, walk-ins, and remotely.
• Manages ticket queues in a manner that achieves defined SLAs.
• Categorize and prioritize incidents.
• Performs Incident ticket processes; Responds to assigned tickets (routine and urgent) within the timeframe specified by the current service level agreement and works issues through to resolution; Maintains appropriate documentation within the Incident system as determined through periodic ticket quality reviews.
• Performs software installation processes and software troubleshooting via remote control tools.
• Follows standard operating processes for routine situations and asks for guidance in new or unusual situations.
• Performs effective incident escalation to level 2 and 3 groups when necessary.
• Assists in the setup and support of teleconference and A/V needs for PTC clients.
• Follows standard operating processes and best practices for all service situations.
• Keeps clients informed of outages and statuses; provides and recommends alternative connectivity methods during outages.
• Responsible for project participation including system upgrades, service improvement initiatives and service requests.

KNOWLEDGE/SKILLS/ABILITIES REQUIRED

Must be fluent in Japanese.

• Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways.
• Complete understanding of ITIL best practices.
• Comfortable working within a team, but able to work independently.
• Excellent phone skills.
• Intuitive about escalating issues to keep the resolution process moving at an acceptable rate.
• Customer service oriented.
• Windows 7, 10 & 11
• Mac (Apple)
• Active Directory
• MS Teams and Microsoft 365.
• Service Now trouble tracking system experience.

• Minimum level of education and years of relevant work experience.

• A minimum of 2 years of related experience.

Special knowledge or skills needed and/or licenses or certificates required.

• Excellent planning, organization, and time management skills including the ability to support and prio