SAS Administrator & Product Support

We are looking for an experienced SAS Administrator and Product Support professional with SAS platform administration, application support, and production operations experience within the Clinical/Pharmaceutical domain. The candidate will be responsible for ensuring the stability, availability, performance, and compliance of SAS platforms and business-critical applications across UNIX and Windows environments.

This role requires strong technical troubleshooting capabilities, production support experience, knowledge of IT service management processes, and hands-on experience working within GxP-regulated environments.

Responsibilities

• Administer and support SAS platforms across UNIX/Linux and Windows environments
• Manage SAS environments, services, configurations, users, access, permissions, and system availability
• Monitor SAS applications, services, interfaces, jobs, and system health
• Troubleshoot SAS platform and application issues and ensure timely restoration of services
• Support environment maintenance, patching, upgrades, configuration changes, and production deployments
• Analyze system and application logs to identify and resolve technical issues
• Provide L2/L3 production and application support for business-critical SAS applications
• Monitor production processes, interfaces, batch jobs, data transfers, and system integrations
• Investigate and resolve incidents related to application failures, connectivity, data transfer, performance, and infrastructure dependencies
• Perform root cause analysis (RCA) for recurring and critical production issues
• Coordinate with application, infrastructure, database, network, security, and vendor teams for effective incident resolution
• Ensure production issues are resolved within defined SLA and service management requirements
• Follow established Incident, Problem, Change, and Request Management processes
• Participate in major incident management and provide technical inputs for service restoration
• Identify recurring issues and drive problem management and permanent corrective actions
• Support change implementation, deployment planning, validation, and post-implementation activities
• Maintain accurate technical documentation, knowledge articles, support procedures, and operational runbooks
• Provide SAS platform and application support within GxP-regulated environments
• Ensure adherence to applicable regulatory requirements, data integrity principles, and organizational quality standards
• Support validated systems and maintain audit readiness
• Participate in change control, risk assessment, validation, deviation, CAPA, and quality management activities as applicable
• Maintain compliance-related technical and operational documentation
• Ensure system changes and production activities follow approved validation and change-control procedures

Requirements

• 10+ years of overall experience in SAS Administration and/or SAS Application/Product Support
• Strong hands-on experience with SAS administration on UNIX/Linux and Windows platforms
• Experience in Clinical Research / Life Sciences / Pharmaceutical environments
• Strong production support and troubleshooting experience
• Experience with application monitoring, log analysis, interfaces, data transfers, and connectivity troubleshooting
• Good understanding of Incident, Problem, Change, and Release Management processes
• Experience with RCA and resolution of complex production issues
• Experience supporting high-availability, business-critical applications in an SLA-driven environment
• Strong understanding of GxP, compliance, validation, data integrity, and audit requirements
• Experience working with validated systems and controlled production environments
• Strong stakeholder and cross-functional collaboration skills, with the capability to coordinate across multiple technical teams
• Analytical mindset with a focus on system availability, reliability, and continuous improvement
• Ability to work in a high-pressure production environment with a service-oriented ownership approach

Nice to have

• Experience with SAS 9.4 / SAS Viya environments
• Experience supporting SAS integrations with databases, enterprise applications, and other platforms
• Knowledge of scripting/automation using Shell scripting, PowerShell, or similar technologies
• Understanding of enterprise scheduling and batch-processing tools
• Exposure to monitoring and ITSM tools such as ServiceNow, Splunk, or equivalent platforms
• Experience in regulated Clinical/Life Sciences technology environments
• ITIL certification or practical experience with ITIL-based service management processes