Product Support Specialist – Digital Transformation

Product Support Specialist - Digital Transformation

Who we are

Almac Group is a global leader in advancing human health. We provide a range of expert services across the drug development lifecycle to pharmaceutical and biotech companies, supporting them in finding treatments for patients.

Location: Craigavon

Hours: 37.5 hours per week

Business Unit: Clinical Services

Open To: Internal & External Candidates

Ref No: HRJOB11774

Salary: Competitive

The Opportunity

Almac Clinical Services is seeking a customer-focused Product Support Specialist to join the Digital Transformation Support Team at our global headquarters in Craigavon. You will provide responsive, global front-line support to internal and external users of Almac's business-critical software products, helping colleagues and customers continue their work effectively throughout the clinical trial lifecycle.

Working successfully within a global team, you will provide support through a high-volume, ticket-based service desk, taking ownership of incidents and service requests from initial assessment through to resolution and closure. You will investigate computer system and application issues, identify root causes, apply or coordinate effective remediation, and keep users informed throughout. Where specialist input is required, you will escalate appropriately and work with technical teams, product owners and business stakeholders to restore service as quickly as possible.

You will build detailed knowledge of Almac software products, associated data and business processes, enabling you to resolve issues accurately, identify recurring trends and contribute to product and service improvements.

This role requires occasional on call support outside of business-as-usual hours.

"Joining Almac means becoming part of a fast‑paced, growing organisation within a highly regulated industry. We offer a supportive and collaborative working environment, with excellent opportunities for learning, development and long‑term career progression across the Almac Group.

Our approach is simple - we support, develop and reward our people, build fulfilling careers and together we advance human health. More information can be found here; Life at Almac - Almac"

What you need to be successful

• Applicants must have eligibility to work in the UK with no restrictions OR possess a valid work permit that will allow you to take up full-time employment in the UK.
• 5 GCSE subjects (to include English Language and Mathematics) at Grade C or above (or equivalent).
• Previous experience working in a computerized system customer support based role such as, service desk, helpdesk, application support or end user support.
• Experience of logging, prioritising, investigating, updating and closing incidents or service requests using a ticket management system.
• Excellent problem-solving skills, including the ability to investigate complex computerized system issues, identify likely root causes and determine appropriate next steps.
• Strong written and verbal communication skills, with the ability to explain technical information clearly to users.
• Proficiency and working knowledge of Microsoft Office packages (to include Word, Excel, Outlook and PowerPoint).

Further information

For further information on essential and desirable criteria, please review the job description attached to the online job posting.

How to apply

Apply online and tailor your CV to outline how you meet the role criteria. Please upload your CV in PDF format where possible.

Closing Date

We will no longer be accepting applications after 5pm on Thursday 29th October 2026.

RECRUITMENT AGENCIES PLEASE NOTE

Almac will only accept applications from agencies/business partners that have been invited to work on this role by our Talent Acquisition team. Speculative candidate CV's received or submitted directly to Hiring Managers will be considered unsolicited and no fee will be payable. Thank you for your cooperation.