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4G Clinical
This job is no longer accepting applications
See open jobs at 4G Clinical.See open jobs similar to "RTSM Study Project Lead" The Health Talent Exchange.The Support 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 Junior Support Analysts (JSAs), 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.
REQUIRED EXPERIENCE
The 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 REQUIREMENTS
The candidate must possess a bachelor's degree or experience in RTSM support or information technology.
OTHER SKILLS/REQUIREMENTS
Excellent communication and listening skills.
Strong written and verbal communication skills as well as the ability to facilitate discussions of system requirements.
Motivated to work in a fast-paced, constantly changing environment.
This job is no longer accepting applications
See open jobs at 4G Clinical.See open jobs similar to "RTSM Study Project Lead" The Health Talent Exchange.