Technical Analyst

at  Elanco

JOB SUMMARY:

Driven by the quickening pace of innovation, Elanco IT must continue to evolve, proactively partnering to create new value through innovative digital products, services, and insights, supporting internal business partners and external customers.
The Technical Analyst plays a vital role in ensuring the seamless operation and performance of our suite of SaaS solutions, internal products, integrations, and related services. This individual will focus on maintaining operational excellence, troubleshooting technical issues, identifying areas for improvement, and collaborating with various stakeholders to enhance the overall user experience. This role requires a blend of technical expertise, analytical skills, a passion for delivering high-quality service and a strong understanding of GxP compliance requirements related to the supported solutions. This role will work with product managers, architects, engineers, and business stakeholders to ensure the health of Elanco’s tech stack and will be responsible for managing the vendor relationships for the supported solutions.

QUALIFICATIONS

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• 1-3 years of experience supporting SaaS solutions in a technical capacity.
• Strong understanding of cloud computing concepts.
• Demonstrated experience with incident management, problem management, and change management processes.
• Excellent analytical and problem-solving skills.
• Ability to write clear and concise technical documentation.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with technical and non-technical stakeholders.
• Experience in agile methodologies and practices.

PREFERRED QUALIFICATIONS

• Experience working in a GxP regulated environment is a plus.
• Experience with automation tools and scripting languages is a plus.
  Elanco is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected statu

RESPONSIBILITIES:

• Monitor the health, performance, and availability of SaaS solutions, integrations, and services.
• Proactively identify and troubleshoot technical issues, escalating to vendors or internal engineering teams as needed.
• Perform root cause analysis of incidents and implement corrective actions to prevent recurrence.
• Automate routine tasks and processes to improve operational efficiency.
• Develop and maintain detailed documentation for supported systems and processes, ensuring compliance with GxP regulations where applicable.
• Manage vendor relationships for supported SaaS solutions, including contract negotiations, service level agreement monitoring, and regular communication.
• Work closely with internal teams (e.g., engineering, product management, business stakeholders) to understand their needs and ensure optimal system performance.
• Analyze system usage data to identify trends, optimize resource allocation, and inform capacity planning decisions.
• Contribute to the development and implementation of operational best practices to improve system reliability and stability, while adhering to GxP compliance guidelines.
• Stay informed about industry best practices and emerging technologies relevant to SaaS operations and GxP compliance.