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Sr. RTSM Systems Analyst

2.00 to 6.00 Years   Bangalore   14 May, 2021
Synowledge
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryPharma / Biotech
Functional AreaStatistics / Analytics
EmploymentTypeFull-time

Job Description

Primary Responsibilities Assist in the provision of support for clinical studies utilizing Bioclinica RTSM technology by:

  • Providing Study Go - Live, Study Documentation, Account Administration, Using Functionality and Technical assistance.
  • Acting as a functional and technical resource for internal and external projects.
  • Understanding and effectively utilizing the primary RTSM system version used by the client.
  • Monitoring shared mailbox to ensure seamless study close out.
  • Collecting, documenting, and performing customer requested parameter and data changes in alignment with documented processes.
  • Communicating with clients/site users regarding LIVE data base changes.
  • Protecting study/patient information by maintaining Blind during verbal and written communication.
  • Triaging client requests via the ticketing system, email inboxes and workflow queues.
  • Following appropriate departmental and company procedures and policies (i.e. change control, security and auditing, problem and incident management).
  • Meeting established service level objectives for problem resolution.
  • Communicating with internal colleagues to understand the needs of departments and the organization.
  • Ensuring projects are completed on time, day - to - day activities occur as scheduled.
  • Working with supervisor on the results/action items of the consequence of errors upon operations, reports, service delivery.
  • Looking for opportunities and works with supervisor to improve processes that lead to reduced lead times and/or increased accuracy.
  • Keeping RTSM Study Team (Project Manager, RTSM Lead and Study Specialist) advised of task status and escalate as appropriate.
  • Resolving or escalating study support issues in accordance with all documented processes, work instructions or standard operating procedures.
  • Keeping manager advised of on - going process concerns.
  • Providing urgent study specific support after business hours as needed.
Secondary Responsibilities The day - to - day activities of are often complex and will vary depending on the client and type of project. The position may have the need to work alone on some projects, while others will involve a large team and could be based in one location or across various sites.
  • Creating and updating documentation and assisting with testing and training.
  • Identifying possible causes of issues or problems.
  • Reorganizing own activities to respond to changing needs.
  • Identifying issues and forming hypotheses and work with supervisor on proposed solutions.
  • Presenting findings and recommendations to supervisor.
  • Liaising with the client to keep them informed of progress on requests/issues.
Qualifications Education:
  • Bachelor s degree, strongly preferred
  • 5+ years experience may be considered in lieu of a degree
Experience:
  • 5+ years experience in an operations support environment (supporting software products);
  • 2+ years experience in the industry strongly preferred;
  • Excellent communication skills, with the ability to talk to and present to a range of audiences;
  • Strong customer service and troubleshooting skills;
  • The ability to work under pressure on multiple projects within your project timeframes;
  • Excellent analytical skills and an informed, evidence - based approach;
  • A good understanding of information technology;
  • Working collaboratively with other team members (client/customer) from different disciplines and backgrounds.
,

Keyskills :
service levelcustomer serviceanalytical skillsincident managementinformation technologytroubleshooting skillsaccount administration

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