Overview
Clinical Informatics Analyst (Essex Management)Primary PurposeThe team of Clinical Informatics Analysts are responsible for responding and resolving inquiries, requests or issues submitted by the Clinical Trials Reporting Program user community. They play a critical role working with the larger team to ensure timely delivery and accurate data abstractions, and resolutions of trial related support requests.
This is a clinical informatics analyst role that works as part of the IT Service Operations and Application Support towards supporting enterprise and informatics software systems to drive cancer clinical trials and research. The role provides a strong career growth opportunity in an innovative technology environment working in one of our nation's premier research organizations.
Responsibilities
- Collaborate with investigators, biostatisticians, data managers, clinicians, informaticians, and IT staff to document, categorize, and track support tickets using an IT Service Management (ITSM) tool; respond to inquiries and resolve issues submitted to an issue/ticketing system (e.g. ServiceNow) by the cancer research community and program stakeholders; and escalate complex technical bugs or protocol deviations to Clinical Project Managers or Lead Technical Engineers, utilizing clear and effective communication.
- Provide real-time tier 1/2 technical and operational assistance to clinical trial sites, patients, and field staff via email, ticketing systems, and phone.
- Utilize solid understanding of clinical trial workflows to ensure all support interactions and issue resolution paths adhere strictly to Good Clinical Practice (GCP), 21 CFR Part 11, HIPAA, and study-specific protocols.
- Support clinical research data systems, datasets, and informatics workflows.
- Support site staff with system onboarding, user access management, password resets, and guidance on device usage for clinical trial software.
- Support ServiceNow reporting to communicate operational metrics to technical and nontechnical stakeholders.
- Provide technical consultation and training to investigators and research staff.
- Assist to improve Standard Operating Procedures and User Guides.
- Perform other tasks as assigned.
- Availability to work EST evenings (12:00 PM - 8:00 PM).
Qualifications
Required Experience: - Prior experience supporting clinical research technology systems.
- Exceptional written and oral communication skills with demonstrated expertise in grammar, syntax, and format.
- Able to quickly learn and understand unique and complex systems and workflows.
- Able to research and produce results in a fast-paced environment, both independently and within a team effectively and efficiently.
- Proactive, positive attitude, and team player.
- Willing to perform tasks that may fall outside of normal daily responsibilities.
- Experience with software ticketing tools, like ServiceNow.
- Proficiency with Microsoft software applications.
Preferred Experience: - Possession of a bachelor's degree from an accredited college or university in an information technology, clinical, biological/biomedical science, or healthcare related field is a strongly preferred; candidates without a bachelor's degree should possess significant industry experience in healthcare/clinical Application Support.
- 2+ years of work experience in Application Support.
- Experience with Microsoft Power BI a plus.
