Product Support Specialist – Digital Transformation

Almac Group; Craigavon; On-site; GBP 34,000 - 52,000; Full time

Job summary

Almac Group in Craigavon is seeking a Product Support Specialist within the Digital Transformation team to deliver responsive, frontline support for our software products to internal and external users across the clinical trial lifecycle.

You will handle a high-volume ticketing desk, taking ownership from intake to resolution, investigate issues, escalate when needed, and work with product owners and tech teams to restore service quickly. Occasional on-call duties may apply.

Qualifications

• Eligibility to work in the UK without restriction or with valid work permit.
• Five GCSE subjects including English and Maths at grade C or above (or equivalent).
• Previous experience in a computerized system customer support role (service desk, helpdesk, application support or end user support).
• Experience logging, prioritising, investigating, updating and closing incidents or service requests using a ticketing system.
• Strong problem-solving and communication skills; able to explain technical information clearly.

Responsibilities

• Provide front-line, global support to internal and external users of Almac software products.
• Own incidents and service requests from initial assessment to resolution and closure.
• Investigate issues, identify root causes, coordinate remediation with technical teams and stakeholders.
• Build knowledge of Almac software, contribute to product/service improvements.
• Occasional on-call support outside standard hours.

Skills

Customer support

Problem solving

Communication

Ticketing systems

Education

GCSE (incl English & Maths)

Tools

Ticket management system

MS Office

Job description

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 escalates 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.

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.