Description

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.

Requirements

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.