Assoc Clin Sys Support Spec

Summarized Purpose:

Provides business support and access management services for clinical trial systems. Assists in troubleshooting of systems issues and access provisioning to PPD internal and external clients. Provides general support to the business on clinical trial systems technology issues, administration and usage.

Essential Functions: Acts as the primary support for end users of clinical trial systems, responding to calls, email, chat, and/or self-service requests; logging support calls/resolutions; resolving incidents and providing required assistance to customers. Performs regular follow-up on incidents to ensure all issues are resolved fully and in a timely manner.Handles all aspects of access management, including but not limited to provisioning, updating and revoking access, following established guidelines and processes. Assesses and troubleshoots access management requests or problems.Maintains thorough and complete documentation of support calls/inquiries and resolution, following department guidelines.Occasionally carries on call phone/pager for after-hours support. Responds to afterhours inquiries within defined service level definitions.Understands and follows project specific guidelines, training materials, client documentation, department's WPDs, SOPs and guidelines; and contributes to their development as needed. Maintains strong knowledge of Good Clinical Practices (GCP), Good Documentation Practices (GDP) and regulatory agencies requirements.Summarized Purpose:

Provides business support and access management services for clinical trial systems. Assists in troubleshooting of systems issues and access provisioning to PPD internal and external clients. Provides general support to the business on clinical trial systems technology issues, administration and usage.

Essential Functions: Acts as the primary support for end users of clinical trial systems, responding to calls, email, chat, and/or self-service requests; logging support calls/resolutions; resolving incidents and providing required assistance to customers. Performs regular follow-up on incidents to ensure all issues are resolved fully and in a timely manner.Handles all aspects of access management, including but not limited to provisioning, updating and revoking access, following established guidelines and processes. Assesses and troubleshoots access management requests or problems.Maintains thorough and complete documentation of support calls/inquiries and resolution, following department guidelines.Occasionally carries on call phone/pager for after-hours support. Responds to afterhours inquiries within defined service level definitions.Understands and follows project specific guidelines, training materials, client documentation, department's WPDs, SOPs and guidelines; and contributes to their development as needed. Maintains strong knowledge of Good Clinical Practices (GCP), Good Documentation Practices (GDP) and regulatory agencies requirements.Qualifications:

Education and Experience: Post high / secondary school degree or certificateExperience ( 0-1 years) in IT operations, helpdesk / call center or access management environment is an advantageExperience in clinical systems (Medidata, OCR DC) is nice to have

Knowledge, Skills and Abilities: Proficiency of primary software used by the companyStrong attention to detailAbility to follow processes without deviationAbility to multi-task and apply organizational skillsExcellent problem solving skillsStrong written and verbal communications skillsPositive attitude and enthusiasm towards workExcellent customer service skillsAbility to multi-task and excellent organizational skills with strong attention to detailProven ability to learn new software and systems as well as new terminology and processesAbility to work on issues of a diverse and confidential natureAbility to work as a member of a team and promote teamwork in a multi-disciplinary team setting.Strong language skills, including strong English language both written and verbal

Qualifications:

Education and Experience: Post high / secondary school degree or certificateExperience ( 0-1 years) in IT operations, helpdesk / call center or access management environment is an advantageExperience in clinical systems (Medidata, OCR DC) is nice to have

Knowledge, Skills and Abilities: Proficiency of primary software used by the companyStrong attention to detailAbility to follow processes without deviationAbility to multi-task and apply organizational skillsExcellent problem solving skillsStrong written and verbal communications skillsPositive attitude and enthusiasm towards workExcellent customer service skillsAbility to multi-task and excellent organizational skills with strong attention to detailProven ability to learn new software and systems as well as new terminology and processesAbility to work on issues of a diverse and confidential natureAbility to work as a member of a team and promote teamwork in a multi-disciplinary team setting.Strong language skills, including strong English language both written and verbal