Senior Tech Analyst

Job Title : Senior Technical Analyst

Location : Bloomington, IN

Industry : Biopharma

Job Description :

Theoris Services is assisting our client in their search for a Senior Technical Analyst to add to their growing team located in Bloomington, IN. The Senior Technical Analyst is an on-site position that serves as the escalation point for complex (Level 2 / 3) technical issues and plays a pivotal role in service delivery and our ITSM processes including Major Incident and Change Management processes. Balancing operational support, enhancements, and initiatives with project leadership, you’ll manage upgrades, software rollouts, incidents, requests, changes, while mentoring junior team members. This position also includes providing VIP / white-glove service, collaborating with strategic partners, operational technology (OT), lab systems, and optimizing desktop infrastructure and endpoint management. You’ll lead continuous service improvements, create self-service resources (e.g., knowledge articles), and analyze trends to develop proactive solutions. Success as a Senior Tech Analyst involves strong technical leadership, advanced troubleshooting skills, and effective communication. You’ll coordinate with cross-functional teams (network, security, OT, lab systems) to deliver seamless user experiences, offering technical insights and support a culture of innovation and knowledge sharing.

Responsibilities :

• Serve as the primary escalation point for end-user support tickets, such as complex hardware, software, networking, and application issues.
• Provide VIP / white glove support for high-profile users and critical incidents, ensuring rapid response and minimal disruption.
• Collaborate with offshore strategic partners to manage escalations, share knowledge, and enhance resolution workflows.
• Work closely with cross-functional teams (network, infrastructure, security) and external vendors to quickly resolve incidents.
• Lead and coordinate medium-to-large IT processes, projects or enhancements (e.g., system migrations, software rollouts, infrastructure upgrades).
• Develop project plans, define milestones, and track deliverables, ensuring alignment with business requirements and compliance needs.
• Oversee and improve Incident, Problem, and Change Management processes within ServiceNow (or similar). Contribute to the continuous improvement of service desk workflows, promoting best practices in incident and request management.
• Analyze trends, and identify recurring tickets and develop knowledge articles, improvement proposals, and self-service guides and strategies to enhance efficiency and user satisfaction.
• Monitor ticket queues, create reports and dashboards, prioritize escalations, and ensure SLAs and regulatory requirements (GMP, 21 CFR Part 11) are met.
• Manage and optimize desktop infrastructures, including Intune (MDM) and device compliance strategies.
• Ensure security and performance standards across all endpoints, including specialized lab systems and OT devices.
• Provide comprehensive support for desktop / laptop systems, including advanced troubleshooting, user experience enhancements, hardware upgrades, and inventory management.
• Track and analyze trends in complex incidents, system performance, and support feedback to identify improvement opportunities
• Prepare performance metrics and reports for management, highlighting areas of success and recommendations for enhancements.
• Provide guidance, training, and support to Tech Analysts, improving their technical skillset and service delivery.
• Encourage a culture of knowledge sharing through knowledge article creation, structured documentation, and peer-to-peer learning
• Provide advanced support for Teams Rooms, live events, and audio / visual conferencing.
• Work closely with IT Business Analysts and IT Engineers to address application-related incidents, enhancements, and upgrades.

Requirements :

Best-In-Class-Benefits

We are in the people business; treating people right is our ONLY priority. Theoris Services consultants are full-time employees with full benefits, including :

About Theoris :

Our goal is to Fuel Your Career! As a Theoris team member, you join a culture based on people-centered values and an environment that fosters both personal and professional growth. We build long-term relationships with our clients and our consultants. With over 30 years of building strong relationships in the industry, we’re uniquely positioned to make the right connections. This knowledge is used to find the right job placement. Our recruiting teams are experts dedicated to the information technology and engineering staffing space and are highly respected by our client base.