Headquartered in Carlsbad, California, and with offices in Boston, Massachusetts, and Dublin, Ireland, Ionis has been at work for more than three decades discovering medical breakthroughs that have redefined life for people with serious diseases. We are pioneers in RNA-targeted medicines, and our platform continues to revolutionize drug discovery and transform lives for patients with unmet needs. With five currently marketed medicines for serious diseases and an expansive late-stage pipeline, we continue to build upon our groundbreaking innovations in science and technology to provide greater value to patients; and we are well positioned financially to deliver on our strategic goals.
At Ionis, we pride ourselves on cultivating a challenging, motivating and rewarding environment that fosters innovation and scientific excellence. We know our success is a direct result of the exceptional talent and dedication of our employees.
With an unprecedented opportunity to change the course of human health, we look to add diverse individuals, skill sets and perspectives to our exceptional team. We continue to invest time, money, and energy into making our onsite and remote work environments a place where solid and lasting relationships are built and where our culture and employees can thrive.
We are building on our rich history, and believe our greatest achievements are ahead of us. We invite you to apply and join us if you’re passionate about the opportunity to have meaningful impact on patients in need, our employees, and our organization. Experience and contribute to our unique culture while you develop and expand your career!
IT Operations Analyst III
Position Overview
Ionis Pharmaceuticals is seeking a highly skilled and experienced IT Operations Analyst III to join our dynamic IT team. The successful candidate will play a pivotal role in optimizing and managing IT operations to ensure maximum efficiency, reliability, and security across the organization. This position involves providing advanced Level 2 and Level 3 support for line-of-business applications, including Office 365 administration, Okta, Entra, SharePoint, Veeva, and Cayosoft account creation. Responsibilities also include diagnosing and resolving complex technical issues, monitoring system performance, supporting high-profile meetings such as inspections, audits, and data readouts, and implementing strategic improvements to enhance our IT infrastructure and end-user support.
The IT Operations Analyst III will collaborate closely with cross-functional teams to evaluate IT requirements and deliver tailored technical support to meet business needs. Key responsibilities include developing knowledge base articles, creating and maintaining L0 self-help video documentation for our user base, and conducting regular analysis of problem trends to identify solutions or process improvements. Staying abreast of emerging industry trends and technologies, such as security behavior and culture programs and generative AI to automate and optimize IT operations, is crucial for driving innovation and maintaining a competitive edge while maximizing resource output.
The ideal candidate will possess a proven track record in IT operations, particularly within the biotech and life sciences sector, demonstrating a deep understanding of industry-specific IT challenges and regulatory requirements. They should have a history of successfully managing IT infrastructure, optimizing service delivery, and implementing strategic process improvements that enhance overall efficiency. The candidate must excel in diagnosing and resolving technical issues, proactively identifying areas for improvement, and driving technological innovation within a complex and fast-paced environment. Strong leadership, collaboration, and communication skills are essential, as well as the ability to adapt to evolving business needs while ensuring consistent, high-quality IT support and service.
The IT Operations Analyst III is responsible for delivering advanced Level 2 and Level 3 support to internal customers, addressing complex issues related to computer hardware, software, and networked systems. This role involves proactively identifying, managing, and resolving events, incidents, and problems to minimize business disruptions and ensure the rapid restoration of normal service operations.
Key Responsibilities
* Managing technical service activities and coordinating with both internal teams and outsourced service providers to deliver high-quality technical solutions and support.
* Delivering technical support for a range of platforms and applications, including Windows 10, Windows 11, macOS, iOS, Office 365, Okta Administration, Zoom Administration, SharePoint, SAP, Veeva, Adobe Sign, Adobe Acrobat, Azure AD, Copilot, Intune, and scientific tools such as GraphPad Prism, ChemStation, ChemDraw, JMP, Mimecast Administration, and Microsoft Teams.
* This is an on-site position, Monday through Friday, with some after-hours support required, maintaining a physical presence in the office in which candidate is hired (Carlsbad, Boston, Dublin). Onsite support includes hardware and software support, white glove C-suite support, and conference room technical support. Additionally, the IT Operations Analyst III will use remote tools such as TeamViewer Quick Support to assist and support the remote user base across the United States and Europe.
* Utilizing ticketing systems such as SolarWinds Service Desk to manage and resolve issues, demonstrating proficiency with Microsoft Teams, managing IT inventory and assets effectively, conducting end-user training including new hire orientation, maintaining the service desk knowledge base, and being proficient in process documentation.
* Experience with Cayosoft Administrator Console, on-prem Active Directory, Exchange Online administration, and mobile phone support (e.g., Verizon admin console, Apple Business Manager) is also required.
Vendor and MSP Management
* Serve as the primary point of contact for Managed Service Providers (MSPs) and third-party vendors supporting IT operations.
* Establish and maintain strong relationships with vendors to ensure high-quality service delivery and adherence to SLAs.
* Evaluate vendor performance, review contracts, and recommend renewals or replacements as necessary.
* Collaborate with procurement teams to manage IT-related vendor contracts, budget forecasting, and service agreements.
* Work with external partners to optimize support processes, implement improvements, and ensure seamless integration with internal IT functions.
Team Collaboration
The IT Operations Analyst III will work closely with various teams across the organization to ensure seamless IT operations.
* Cross-Functional Collaboration: Partnering with departments such as R&D, HR, and Finance to understand their IT needs and provide tailored support.
* Project Teams: Participating in IT projects, contributing technical expertise, and ensuring project goals are met on time.
* Vendor Coordination: Managing relationships with external service providers to ensure high-quality service delivery and support.
* Knowledge Sharing: Collaborating with team members to share knowledge, best practices, and provide mentorship to junior staff.
* Regular Meetings: Attending and contributing to regular team meetings to discuss ongoing issues, upcoming projects, and continuous improvement initiatives.
Experience
* A bachelor’s degree in information technology, computer science or equivalent field preferred.
* A minimum of 5 years of experience in the IT industry required, 3+ years of experience with master's degree.
* Proven experience in IT operations, particularly in service desk support, incident management, and vendor management.
Requirements
* Exceptional customer service skills to facilitate effective communication with internal stakeholders.
* Strong problem-solving capabilities to efficiently prioritize and resolve technical issues.
* Proficiency in Office 365 administration, including expertise in user and license management.
* Hands-on experience with identity and access management tools, such as Okta and Microsoft Entra.
* In-depth knowledge of SharePoint administration, including maintenance and troubleshooting.
* Familiarity with tools like Veeva and Cayosoft for account creation and management.
* Comprehensive understanding of network connectivity principles and troubleshooting techniques.
* Proven ability to diagnose and resolve application errors and performance-related issues.
* Demonstrated project management skills, considered highly advantageous.
* Experience in administering ticketing and incident management tools, such as SolarWinds Service Desk.
* Demonstrated adaptability, with a strong drive to explore and implement technology-based solutions.
* Exceptional verbal and written communication skills, enabling effective interaction with stakeholders at all levels of the organization.
* Proven ability to work collaboratively as a strong team player, fostering a positive and productive team environment where ideas and concepts are constructively challenged to achieve the best outcomes.
Please visit our website, http://www.ionis.com for more information about Ionis and to apply for this position; reference requisition #IONIS003549.
Ionis offers an excellent benefits package! Follow this link for more details: Ionis Benefits
Full Benefits Link: https://www.ionis.com/careers/working-at-ionis/#:~:text=our%20employee%20spotlight-,Benefits,-Employees%20are%20rewarded
The pay scale for this position is $84,012 - $112,976.
NO PHONE CALLS PLEASE. PRINCIPALS ONLY.
Ionis Pharmaceuticals, Inc. and all its subsidiaries are proud to be EEO employers.
* Carlsbad, CA or Boston, MA, or Dublin, Ireland
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