DescriptionPreferred US location is East coastThe Study Project Lead will lead client support of the Randomization and Trial Supply Management (RTSM) application after clinical study go-live. The Support Project Lead is responsible for the following:
Customer Support- Primary contact for clinical study sponsor after study go-live as the expert in 4G Clinical's Prancer RTSM® application, responsible for the client's overall support experience.
- Manage sponsor emails, providing support for troubleshooting and requests.
- Provide timely and professional responses to sponsor requests; proactively provide status updates to ensure stakeholders are informed.
- Lead client support meetings to discuss study RTSM health and open requests.
- Provide training and guidance on the use of the application.
- Primary liaison with Client Directors for support, providing updates on sponsor and study health.
System Support- Identify and solve technical problems.
- Drive problem-solving efforts to resolution, collaborating cross-functionally as needed.
- Configure the RTSM application for system enhancements and fixes.
- Perform System Validation of configuration updates.
- Lead User Acceptance Testing with the sponsor for system updates.
- Ensure proper documentation in specifications, support documents and JIRA.
Support Operations- Manage client open requests and communicate status with all interested parties.
- Delegate support tasks internally to appropriate team members and ensure work is completed with accuracy, quality and in a timely manner.
- Act as escalation point for Study Analysts (SAs), Production Support Specialists (PSSs), and Client Excellence teams for configuration change, data change and user contact questions.
- Escalate sponsor requests, issues and feedback to appropriate teams.
- Identify opportunities to improve the study IRT, product, or support processes to reduce support load and improve customer experience.
- Provide study-specific reporting and status updates as needed.
- Maintain a positive, results-oriented work environment, modeling teamwork by communicating to the team in an open, balanced, and objective manner.
RequirementsThe position requires a minimum of 3 years of software application support experience in clinical trial support or the equivalent. The following skills are essential: customer service, troubleshooting, issue management, and problem resolution. The candidate must also have excellent interpersonal skills and integrity, superb attention to detail, motivation to work/learn independently and the ability to work well in a team environment.
Education and/or Certification RequirementsThe candidate must possess a bachelor's degree or experience in RTSM support or information technology.
