Job description: Onsite Netherlands

In this role, you will provide administration, installation, configuration, maintenance, and support for ICON business applications in a GxP-regulated (GLP/GCP) lab/clinic environment. You will serve as a key technical resource for incident management, request fulfillment, access/security administration, event management, and knowledge management. Your responsibilities will include supporting local clinics and laboratories with equipment, infrastructure, and IT application issues or projects. You will work closely with business partners to improve supported solutions, acting as a proactive problem-solver rather than just an order taker.

Responsibilities

• Manage system changes, enhancements, and updates, coordinating across multiple functional groups (vendors, developers, networking, QA, business, validation, etc.).
• Perform system documentation (SDLC), including system assessments, IQ docs, design documentation, and test cases.
• Handle application/user/patch/license/backup management, vulnerability actions, data integrity, and vendor management.
• Monitor application availability and performance, review logs, and address alerts or job failures promptly.
• Administer and maintain business applications per SOPs and project requirements, meeting defined SLAs for incident/service request resolution.
• Facilitate user setup and permissions, application training, and represent workshops.
• Participate in audits (internal/external) and provide IT audit support.
• Support OS patching/testing as it relates to applications.
• Troubleshoot and escalate issues as needed; act as liaison with application vendors.
• Participate in projects and enhancements from intake through implementation.
• Manage queues of support tickets (ServiceNow), with communication via multiple channels (email, Teams, phone, in-person).
• Maintain accurate and detailed documentation to support audits and regulatory requirements.
• May require occasional travel to local clinics and entry into Biosafety Level 2 laboratory with appropriate safety equipment.
• Provide on-call support for after-hours issues.

Requirements

• Experience in a regulated laboratory/clinical (GxP) environment.
• Strong troubleshooting, networking, and Microsoft product skills.
• Ability to work independently, prioritize tasks, and communicate effectively.
• Experience with system/application administration, customer service, and documentation.
• Analytical, proactive, adaptable, and detail-oriented.
• Willingness to engage vendors, configure unconventional devices, and respect regulatory protocols.
• English fluency required; Dutch is a plus.
• Driver's license and flexibility to be onsite within an hour.
• Reliable, timely presence onsite (arrive by 8:00 am daily).

Nice to Have

• Experience in laboratory/clinical environments, project management, database management, IT security, and LIMS/EMS systems.
• Familiarity with Windows 10+, VLAN tagging, and federally regulated environments.