Senior Manager, Applications Engineer

GW Pharmaceuticals ,
London, Greater London
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Job Description

ABOUT GW: GW Pharmaceuticals is a cutting-edge UK-based biopharmaceutical company that over the last 20 years has established a world-leading position in cannabinoid science and the development of regulatory approved medicines derived from cannabis. Our mission is to transform the lives of seriously ill patients and their families. In October 2018 our achievements were recognized by TIME magazine which named GW as one of the 'Top 50 Genius companies of 2018 that are inventing the future'. Having developed the world's first prescription medicine derived from the cannabis plant, Sativex, which treats spasticity due to multiple sclerosis GW has now developed an oral formulation of purified cannabidiol (CBD), (approved as Epidiolex in the U.S) for seizures associated with Lennox-Gastaut syndrome or Dravet Syndrome, two rare and severe early-onset, drug-resistant epilepsy syndromes. This is in addition to our deep pipeline of clinical stage cannabinoid product candidates under development for both orphan and non-orphan indications with a particular focus on neurological conditions. In the UK we have close to 750 employees from a diverse range of backgrounds and disciplines based on four sites in Cambridge, Kent, London and Andover, along with employees working in the field. We also have a strong presence in the U.S. with around 250 U.S. employees, based both in Carlsbad, CA and in the field. We are continuing to build out our teams and are looking for talented individuals dedicated to making a difference in the lives of our patients, and to exemplifying our company values. About the role: The Information Services (I.S.) Application Engineer (Senior Manager) plays a critical role in ensuring that our rapidly growing application portfolio is effectively leveraged across our organization.Our guiding principles include a focus on patient journey, customer experience, enabling operational efficiencies, and driving global collaboration. This role delivers technology solutions and ensures that we realize the intended value of our portfolio and do not lose focus on our principles. He or she will be hands on in delivery and responsible for day to day application support, which includes on-site and remote users. Furthermore, develops and evolves support processes into a Centers of Excellence framework. Responsibilities: * Serve as a technical lead for multiple Corporate, Commercial, and enterprise IT projects and applications. Must possess a strong ability to balance structure & discipline with agility in the delivery of projects and support of solutions. * Ability to triage, process, communicate, escalate, and resolve assigned application-related tickets using Service Now or similar solution(s). Responsible for managing day-to-day user cases, including (but not limited to) new user requests, resolution of systems issues, one-on-one training needs, and troubleshooting of various business applications. * Hands-on configuration and admin experience with Veeva Commercial suite (CRM, Vault, Events Mgmt ) and/or Salesforce.com, and/or Acquia / Drupal stack. Must also understand integration capabilities across the products in the suite and middleware integration tools / product. * Contribute to all phases of solution delivery and support: identification, evaluation, implementation, testing, training, and support to meet and exceed business requirements. * Serve as a technical software support expert during implementations and for prototypes & pilots; serve as an in-house expert and advocate for the application portfolio. * Ability to articulate complex technical problems and solutions to a wide business audience, communicating solution value to the business. * Develop the necessary documentation for IT solutions working closely with Project Managers - e.g. objectives & metrics, business requirements, use cases, storyboards, functional specifications, systems & end-user documentation. Also responsible for authoring and maintaining knowledge-based articles that facilitate application support and training. * Customer Service focused responding to questions, incidents, and problems in a courteous and timely manner. * Strong experience in liaising and managing third party vendor managed services where required to support the application portfolio and integration layer. Experience with KPI performance monitoring and SLA management across internal service desk and support vendors. * Perform related monitoring, maintenance, and system analysis tasks to ensure application systems and integrations are functioning properly. * Work within established change control procedures to ensure proposed changes to applications and business reports are analyzed and evaluated for business impact, tested, promoted and implemented in compliance to user requirements and applicable regulatory requirements. * Enforce and maintain application security in accordance with company policies and procedures. Required Experience: * Bachelor's degree in Informatio

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