System Support Analyst - Digital Health Platform

As a  System Support Analyst - Digital Health Platform , you will play a vital role in supporting the operation, maintenance, and troubleshooting of business-critical systems and applications used within Takeda’s pharmaceutical and regulated environments (such as software as a medical device, SAMD). You’ll work closely with cross-functional teams, including IT, quality assurance, compliance, and business stakeholders, to ensure reliable and compliant application support for users in a highly regulated industry. This position offers an excellent opportunity to develop your skills and experience in system support, regulated environments, and pharmaceutical IT while growing your career. 

Key Responsibilities 

Application & System Support 

• Provide level 1 and 2 support for pharmaceutical and business systems, including monitoring, troubleshooting, and resolving user-reported issues. 

• Assist with onboarding and user account management for validated systems and GxP applications. 

• Document, escalate, track incidents and service requests to resolution, ensuring proper handover to specialist teams when required. 

Issue Resolution & Incident Management 

• Respond promptly to support tickets, logs, and alerts per established SLAs. 

• Diagnose and resolve technical problems related to application performance, access, or workflow disruptions. 

• Maintain accurate records of support activities and resolutions in the service management system. 

Compliance & Documentation 

• Operate with a strong awareness of GxP, validation, and data integrity principles required in a pharmaceutical environment. 

• Follow documented operating procedures, work instructions, and change control processes. 

• Contribute to knowledge base articles, user guides, and training materials. 

Continuous Improvement & Collaboration 

• Provide feedback to improve user experience, efficiency, and reliability of supported systems. 

• Participate in quality assurance, patching, and periodic validation testing activities. 

• Collaborate closely with IT, QA, and Compliance teams to maintain a culture of continuous improvement and regulatory compliance. 

Key Qualifications 

Required: 

• Bachelor’s degree in information technology, computer science, life sciences, or equivalent work experience. 

• At least 1 to 2 years of experience in application or system support. 

• Familiarity with IT service management (ITSM), ticketing systems (e.g., ServiceNow, Jira), and structured troubleshooting. 

• Basic understanding of pharmaceutical, healthcare, or regulated environments, with a willingness to learn more about GxP, compliance, and data integrity. 

• Strong oral and written communication skills in English. 

• Customer-focused approach with strong problem-solving and interpersonal skills. 

• Ability to follow processes, document work, and escalate issues as needed. 

Preferred: 

• Previous experience supporting validated or GxP applications. 

• Understanding of software/application validation and change control. 

• Experience working with Windows operating systems and basic networking concepts. 

• Familiarity with user account administration (Active Directory or similar). 

• Ability to read and interpret technical/user documentation. 

• Interest in the pharmaceutical or healthcare sector and eagerness to grow within a regulated industry. 

• Experience working with application life cycle management (ALM) systems to support software or system processes. 

• Experience working in a fast-paced, multi-site environment with remote support capabilities. 

WHAT TAKEDA CAN OFFER YOU

At Takeda, you may build your career, while contributing to better people’s lives. Expect trust driven culture built around Integrity, Fairness, Honesty, and Perseverance. Joining ICC will give you access to high end technology, training and colleagues who will support your growth.

Benefits

Here are a few benefits our employees are enjoying at Takeda. To get a full picture of what we are offering, follow this link.

• Cafeteria

• Medical - High standard medical care

• Bridge days

• Summer Hours

• Multisport Card

Your application and all conversations that occur with the recruiter, HR, and the hiring manager as part of that application will be treated in the strictest confidence.

At Takeda’s ICC we Unite in Diversity 
Takeda is committed to creating an inclusive and collaborative workplace, where individuals are recognized for their backgrounds and abilities they bring to our company. We are continuously improving our collaborators journey in Takeda, and we welcome applications from all qualified candidates. Here, you will feel welcomed, respected, and valued as an important contributor to our diverse team.