Job Description

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.

 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

Requirements

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 DeskHelpdeskTechnical SupportUS 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