System Support Analyst

Job Summary:

• As a System Support Analyst within the team, you will be responsible for managing service operations that support digital health software and data systems.
• This includes monitoring and completing CAPA (Corrective and Preventive Action) items, coordinating access management and account Product rotations, supporting operational needs, initiating change requests, generating usage and change metrics, and maintaining validation documentation.
• You will also utilize Jira tools to track tasks, ensure requirements and tasks are accurately captured, and use ServiceNow to capture and ensure timely resolution of service-related issues.
• The role requires a detail-oriented and proactive approach to ensure compliance, service continuity, and audit readiness.

Responsibilities:

• Monitor and complete CAPA items.
• Manage access management and periodic access reviews.
• Coordinate account Product rotations.
• Maintain and update validation documentation to ensure alignment with regulatory and quality standards.
• Provide operational support to the team across service workflows.
• Create and manage change requests for system updates and improvements.
• Generate and analyze usage and change metrics to support service performance and reporting.
• Use Jira/ServiceNow tools to manage service tasks, track CAPA progress, and coordinate change requests.
• Collaborate with internal teams to support compliance, security, and continuous improvement initiatives.

Education and Experience:

• 1-3 years of experience required.
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience in service management within regulated or enterprise environments.

• Familiarity with CAPA processes, access control, and change management.
• Knowledge of validation documentation practices and audit requirements.
• Proficiency in Jira or similar task management tools.
• Strong analytical skills and experience with metric reporting tools.
• Excellent communication and coordination abilities.
• Ability to work independently and collaboratively across technical and operational teams.