Associate Study Administrator, EDC and User Support Level 1
Job Description
You will help biotech, medtech, and specialty pharma companies transform life-changing ideas and breakthrough science into new medicines, devices, and diagnostics. What we do is profoundly connected to saving and improving lives, and we recognize our team members are the most valuable asset in delivering success.
We are here to help you grow, to give you the skills and opportunities to excel at work with the flexibility and balance your life requires.
Your ideas influence the way we work, and your voice matters here.
As an essential part of our team, you help us deliver the medical innovation that patients are desperate for.
Join us and build your future here.
What you'll be doing:
Responsible for ensuring efficient operation of all aspects including staff availability ticket resolution but also with regards to the end user and the ability to assist the technical infrastructure including, but not limited to:
- Acting as escalation point for all requests
- Developing and implementing EDC User Support process and procedure
- Determining root cause of issues and communicate appropriately to internal and external customers.
- Focusing on customer support.
- Reporting to Manager on any issue that could significantly impact the business
- Suggesting potential improvements to the global end user support experience relative to security, business continuity, service delivery, etc.
- Service Desk ticket triage, assessment, escalation, and resolution
- Technology assessment for browser compatibility for the EDC system
- Training material as necessary
- Study start-up activities, as related to EDC systems
- Study close-out activities, as related to EDC systems
- EDC validation activities
- Ensures timely delivery of a quality technical support service
- Delivers and maintains user accounts, manages sites within EDC, access to applicable EDC modules
- Fosters a customer focused culture
- Ensure user and site administration start up tasks are completed, including URL configuration, eLearning set-up, and status trackers
- Manages study close-out activities, as related to EDC systems
- Takes the initiative to identify areas of improvement from both a technical and process perspective, act on these and make recommendations
What we are looking for:
- Bachelor’s degree, or international equivalent from an accredited institution, preferably in a technical field, or equivalent combination of education, training and experience
- 1 to 3 years of practical experience using EDC products (e.g. - Medidata Rave, Data Labs, etc.).
- Excellent computer skills in a Microsoft Windows environment including proficiency in the Microsoft Office Suite of tools (e.g. - Outlook, Word, Excel, etc.)