Application Support & Maintenance Analyst

Welcome to Haleon. We’re a purpose-driven, world-class consumer company putting everyday health in the hands of millions. In just three years since our launch, we’ve grown, evolved and are now entering an exciting new chapter – one filled with bold ambitions and enormous opportunity.
Our trusted portfolio of brands – including Sensodyne®, Panadol®, Advil®, Voltaren®, Theraflu®, Otrivin®, and Centrum® – lead in resilient and growing categories. What sets us apart is our unique blend of deep human understanding and trusted science.
Now it’s time to fully realise the full potential of our business and our people. We do this through our Win as One strategy. It puts our purpose – to deliver better everyday health with humanity – at the heart of everything we do. It unites us, inspires us, and challenges us to be better every day, driven by our agile, performance-focused culture.

About the role

The Application Support & Maintenance Analyst is responsible for the oversight and management of R&D Tech applications including Clinical, Regulatory, Safety, Innovation PPM, Laboratory and related systems, ensuring that service delivery across the R&D application portfolio meets organizational, compliance and DTSM standards.

This role focuses on service governance, operational oversight, compliance assurance and continuous improvement of R&D applications, working closely with Product Managers, Application Support (L2/L3), QA, DevOps teams, vendors and global business stakeholders to ensure consistent, high‑quality service outcomes.

The role is critical to maintaining application reliability, regulatory compliance and service excellence by understanding business and stakeholder needs, managing service performance, promoting ITIL best practices and driving improvements across service processes within the R&D Tech landscape.

Role Responsibilities

• Ensure R&D Tech services and processes comply with GxP standards, maintaining ServiceNow baseline synchronization to support operational performance and compliance.

  
  
  

• Identify opportunities to enhance service delivery through workflow optimisation, efficiency improvements, and continuous improvement practices, while maintaining compliance and quality standards.

  
  
  

• Collaborate closely with the Service Management Lead and cross‑functional teams to uphold DTSM frameworks (Incident, Problem, Change, Request and Knowledge Management), ensuring consistent and effective service delivery.

  
  
  

• Build strong relationships with internal and external stakeholders, including business owners, product owners and Technology teams, to understand requirements, manage expectations, and deliver high‑quality R&D Tech services.

  
  
  

• Create, update and maintain controlled governance documentation for applications and service processes, ensuring audit readiness, accuracy and alignment with compliance requirements.

  
  
  

• Oversee vulnerability management activities by coordinating with Technology teams and stakeholders to identify, assess, prioritise and remediate risks within defined frameworks and timelines.

  
  
  

• Monitor and analyse service performance metrics (SLAs, KPIs, VOCs), produce management reports, and provide actionable insights to support data‑driven decision‑making and service improvement.

  
  
  

• Act as a key contributor to ServiceNow platform enhancements, including configuration, workflow design and integration support, to strengthen service management capabilities.

  
  
  

Why you?

Basic Qualifications:

• Solid understanding of ITIL‑based service management processes (ITIL v4 Foundation certification preferred)

  
  
  

• 5 - 8 years of experience in Technology Service Management or Business Analysis, with a focus on service improvement, process optimisation and operational analysis

  
  
  

• Hands‑on experience with DTSM platforms such as ServiceNow, including configuration management and maintaining CMDB records (business applications, services, servers and related resources)

  
  
  

• Exposure to R&D, Life Sciences or Healthcare environments

  
  
  

• Working knowledge of GxP and validation concepts

  
  
  

• Familiarity with SaaS and cloud‑based technology ecosystems, including service models (IaaS, PaaS, SaaS) and their operational implications

  
  
  

• Strong written and verbal communication skills, with the ability to collaborate effectively with global teams

  
  
  

Preferred Qualifications:

• Experience supporting Veeva Vault platforms (Clinical, Regulatory, Safety) or similar R&D systems

  
  
  

• Exposure to Innovation PPM, LIMS, ELN or laboratory systems

  
  
  

• Basic awareness of cloud platforms (e.g., Azure)

  
  
  

• Experience integrating Agile ways of working within professional service management or governance frameworks

  
  
  

• Strong organizational skills, with the ability to manage multiple priorities and meet delivery timelines.

  
  
  

 Job Posting End Date

Haleon are committed to mobilising our purpose in a way that represents the diverse consumers and communities who rely on our brands every day. It guides us in creating an inclusive culture, where different backgrounds and views are valued and respected – all in support of understanding and best serving the needs of our consumers and unleashing the full potential of our people. It’s important to us that Haleon is a place where all our employees feel they truly belong.
During the application process, we may ask you to share some personal information, which is entirely voluntary. This information ensures we meet certain regulatory and reporting obligations and supports the development, refinement, and execution of our inclusion and belonging programmes that are open to all Haleon employees. 
The personal information you provide will be kept confidential, used only for legitimate business purposes, and will never be used in making any employment decisions, including hiring decisions.

If you require a reasonable adjustment or accommodation or other assistance to apply for a job at Haleon at any stage of the application process, please let your recruiter know by providing them with a description of specific adjustments you are requesting. We’ll provide all reasonable adjustments to support you throughout the recruitment process and treat all information you provide us in confidence. 

The Haleon recruitment team will contact you using a Haleon email account (@haleon.com). If you are not sure whether the email you received is from Haleon, please get in touch.