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CMDB Manager

4G Clinical

This is a Full-time position in Raleigh, NC posted October 11, 2021.

Description

We welcome candidates in either Wellesley, MA, Raleigh-Durham, NC, and Portland, OR.

Fast Company included us in its 2020 Best Workplaces for Innovators list, honoring businesses and organizations that demonstrate a deep commitment to encouraging innovation at all levels. 4G Clinical came in at #8 for its dedication to building a culture that fuels innovation, curiosity and the spirit of experimentation in all facets of the business from product development and brand to services and staffing. We were also voted one of the 2018 Best Places in Health Care & Biopharma by Great Place to Work® and FORTUNE .

4G Clinical is a global leader in randomization and trial supply management (RTSM) and supply forecasting optimization software for the life sciences industry, offering the only fully cloud-based, 100% configurable and flexible solutions utilizing natural language processing (NLP) to accelerate clinical trials. 4G Clinical is headquartered in the Boston Biotech corridor of Wellesley, MA, with offices in Europe and Asia.

Job Requirements:

RESPONSIBILITIES

The Sponsor Support Analyst will lead client support of the RTSM application after study go-live.  The Sponsor Support Analyst is responsible for the following:

Customer Support

  • Primary sponsor contact after study go-live as the expert in 4G Clinical’s PRANCER 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 JSA, PSS, and CE 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

Bachelor’s Degree or equivalent 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