Senior Site Support Specialist (Home/Office-Based) - IQVIA Biotech, Mexico

POSITION TITLE:                     Senior Site Support Specialist

REPORTS TO:                             Manager/Senior Manager, EDC Support Services or Designee

BASIC FUNCTION:

Provide technical support to internal and external customers on designated software.  Assist the Principal Site Support Specialist and Manager, EDC Support Services in the oversight of day to day activities to ensure timely and accurate responses to requests from both internal and external customers. 

 ESSENTIAL JOB FUNCTIONS, DUTIES AND RESPONSIBILITIES:

• Serve as Site Support representative on assigned Global studies as well as any North America only or EU only study regardless of size.
• Maintain understanding of and compliance with 21CFR11.
• Perform all duties in accordance with Standard Operating Procedures and Working Practices.
• Perform user account management functions in designated Electronic Data Capture systems.
• Perform rights and roles management functions in designated Electronic Data Capture systems.
• Troubleshoots user access and connectivity issues.
• Troubleshoots application functionality issues.
• Assist in the oversight of daily technical support activities across all projects in conjunction with Principal Site Support Specialist.  This may include monitoring and/or performing the following technical support activities:
  • Mentor staff in their roles and responsibilities.
  • Assist in defining and implementing process improvement activities to increase efficiency within the department as well as the organization.
  • Assist in the review of Standard Operating Procedures and/or Working Practices development in conjunction with Principal Site Support Specialist and Manager, EDC Support Services.
• Interface with other groups/departments as appropriate to ensure department and project goals are met and issues are identified and resolved in a timely manner.
• Other duties, as assigned by Principal Site Support Specialist / Manager, EDC Support Services.

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to pay careful attention to details and deliver quality work within expected timelines.
• Ability to communicate, both verbally and in writing, with various levels of staff and external customers required.
• Ability to perform multiple tasks effectively and efficiently with minimal supervision required.
• Excellent interpersonal and customer service skills required.
• Initiative, independent judgment, and discretion required.
• Excellent leadership and teamwork ability required.
• Strong computer literacy and knowledge required. 
• EDC clinical trial experience preferred. 
• CRO experience preferred. 

CRITICAL JOB FUNCTIONS IN ACCORDANCE WITH ADA CRITERIA:

Very limited physical effort required to perform normal job duties

MINIMUM RECRUITING STANDARDS:

• A-level standard or equivalent OR High School Diploma/equivalent; Associate’s or Bachelors degree preferred
• Minimum of 5 years of customer service/support experience.
• Minimum of 2 years of clinical research industry experience required
• Prior Electronic Data Capture experience required.

At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.