IT Lab Support Analyst

Description
The Senior Analyst is accountable to improve the business/end user experience with a forward-looking mindset and spirit of continuous improvement. This includes:
Provides in-depth technical expertise & direction in the deployment and support of R&D lab systems including but not limited to responsibilities such as: system deployment, enhancements and operations support/maintenance.
Managing directly or indirectly through the Managed Service Provider(s)(MSP) and/or system OEM to quality outcomes
Ensuring alignment with cross functional teams and external parties
Primary Responsibilities:
Serves as primary Laboratory IT support contact point and responsible for first level and second level of operation support and escalation for Incidents and Problems, including activities that require multiple teams to solution. Assists, when needed, with the prioritization and escalation of system recovery issues with OEM, IT cross-functional, and business team.
Performs summary daily reviews of prior days ticket activity: queue levels, processing efficiency, backlogs, aging levels along with prior day Incidents and adjusts priorities as needed to ensure that ticket processing and the Problem Management engines are performing within expected operational parameters.
Demand and release change prioritization with plan build as required. Provides input and feedback into the Change, Release and Deployment processes and schedules ensuring minimal impact and downtime of changes to the business.
Monitor and Approve Change Records. Accountable for Demand Approval - ensures right change, right change type, clear & complete scope/requirements.
Ensure System Knowledge base is Operationally Ready (current, accurate, comprehensive).
Oversight of the system decommission activities including data archival tasks.
Primary point of accountability with fulfillment of Service Requests.
Coordinate planned outages for driven activities. Ensure the communication and advise on risk for activities that require an outage.
Helps manage the relationship with vendors to ensure superior service delivery for all scientific lab application and system maintenance and support activities.
Escalation support for any activity that requires multiple teams to solution.
Act as a liaison for SOP Guidance/Clarifications, etc. to MSP, ensure adherence and continuous improvement.
Drive Customer Satisfaction & follow up to responses.
Ensuring the communication plans are executed.
REQUIREMENTS
Strong core IT software and OS fundamental competencies including Windows and Linux OS technologies.
Possess PC Hardware knowledge and troubleshooting competencies.
Oversight of Laboratory and/or scientific system configuration definition and requirements management.
Assisting in solutions identification, evaluation, selection, implementation, testing, and working with the IT technical delivery team(s) to meet and exceed business requirements.
Prior experience managing changes and change control processes and methodologies.
Proven experience managing and executing complex IT processes and demonstrated ability to identify exceptions to the process, or potential process improvements.
Experience facilitating cross-functional meetings and demonstrated ability to effectively communicate both written and verbally.
Prior experience with systematically and logically interpreting data, including analyzing trends, solving complex problems, and presenting recommendations to management.
Bachelor's Degree with 6 years' experience
Additional Skills & Qualifications
Preferred qualifications:
Knowledge of Life Sciences Pharmaceutical Research and Development application technologies, etc.).
Experience in learning a new business and building both horizontal and vertical relationships with business and IT leaders.
Knowledge of ITIL principles, specifically Incident and Problem management as well as Continuous Improvement Planning.
Demonstrated ability to coordinate cross-functional teams towards task completion.
Experience with Service Operations in a global, multi-sourced environment.
Job Type & Location
This is a Contract position based out of South San Francisco, CA.
Pay and Benefits
The pay range for this position is $59.00 - $67.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in South San Francisco,CA.
Application Deadline
This position is anticipated to close on May 9, 2026.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.