The RTSM Study Project Lead will lead client support of the Randomization and Trial Supply Management (RTSM) application after clinical study go-live. The Study 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.

• Lead client support meetings to discuss study RTSM health and open requests.

• Provide training and guidance on the use of the application.

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.

Support Operations

• Manage client open requests and communicate status with all interested parties.

• Delegate support tasks internally to appropriate team members.

• Act as escalation point for configuration change, data change and user contact questions.

• Identify opportunities to improve the study IRT, product, or support processes to reduce support load and improve customer experience.

REQUIRED EXPERIENCE

The position requires a minimum of 3 years of RTSM software application support experience in clinical trial support or the equivalent. The following skills are essential: customer service, troubleshooting, issue management, and problem resolution.

EDUCATION AND/OR CERTIFICATION REQUIREMENTS

The candidate must possess a bachelor's degree or experience in RTSM support or information technology.

This job description should not be deemed all-inclusive. Additional requirements and expectations may be assigned. At all times, employees are expected to adhere to company policies and company SOPs.