OVERVIEW:
This role reports to the Manager, eTMF Implementation, a part of 24/7 online Service Desk, Configuration Specialist I will provide application support to end-users (Client/Internal) by performing task requested by requester, by analyzing the requirement and working towards its fulfillment. Tasks may include new work space configuration, work space changes, by analyzing the request, client production setup, suggesting changes to appropriate, as needed, quality checks, test functionalities, guiding users through step-by-step solutions. Solutions may include,
but are not limited to resolving access issues, setting up the study work space, configuration validation, menus, and functional queries. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This position will perform related work as required.
JOB DESCRIPTION:
Configuration of application settings in Trial Interactive as per project requirements
Deliver exceptional service and support to end-users using an online Service Desk ticketing system
Interact with requesters (internal, client) as per the tickets to provide and process information in response to received queries, concerns or requests, about our products and services
Perform QC of the configuration settings by following standard process
Identify and escalate priority, quality testing issues to appropriate resources, teams, as applicable
Accurately process and record the communication on the Service Desk ticketing tool
Follow-up timely and make calls backs as scheduled, where necessary
Stay current with system information, changes and updates
Follow standard process and procedures
Perform cross functional activities such as validation and configuration manual mapping exercises, when needed
Occasionally serve as the primary point of contact for clients undergoing the onboarding/configuration process
Monitor and communicate project progress, ensures strict adherence to deadlines and ultimately produces high quality deliverables
Represent the eTMF configuration team as Subject Matter Expert (SME) as requested
Complete all other tasks that are deemed appropriate for the role and assigned by the manager
REQUIRED SKILLS
Superior written and spoken communication skills in English
Strong analytical skills
Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
Knowledge about the computer fundamentals, web applications and browsers
REQUIRED EXPERIENCE AND QUALIFICATIONS
Minimum Bachelor’s degree or its equivalent
Experience creating and delivering client presentations
Strong Computer fundamentals with basic knowledge about Internet, Browsers and MS Office Suite
DESIRED SKILLS AND EXPERIENCE
Fresher with Bachelor’s degree in computer science or One year of IT service Desk\Helpdesk\Technical Support\US customer support experience
Electronic Trial Master File (eTMF), Shared Workspace (SWS), and Document Management System (DMS), among others
Experience in the Life Sciences industry (pharmaceutical, biotechnology or CRO experience preferred)
Able to multitask in a fast-paced environment
Work well with people from a variety of different backgrounds and cultures
Build relationships with clients and co-workers
Can work independently and as part of a team
Take active measures to solve problems and commit to a high level of service