Clinical System Support Specialist (m/f)

-Provide first line support to end users (via phone, face to face, email, etc.)
-External helpdesk vendor management
-Participate in the development of support documentation as appropriate
-Build and enhance the Support Group knowledge base and share relevant knowledge within the group
-Triage and manage support tickets as defined in business processes and work instructions
-Escalate issues and trends as per business process for appropriate system
-Partner with IT and external Help Desk to ensure optimal end user support
-Administer investigator & site contact/key information in relevant systems according to business processes
-Collaborate with functional representatives, Report Specialists, and Business Analysts to ensure system data compliance
-Contribute in the implementation and providing regular status reports on progress of system data cleaning and system data compliance for data owners, PDO Systems Management, System managers and Systems Steering Committee
-Liaise with other System and Information Management roles for further development of the systems/reports based on end user interactions
-Bachelor's Degree, Associate's Degree and/or equivalent experience
-Experience and/or competencies required
-Profound experience in clinical operations or clinical systems management required
-Customer support- & service-oriented
-Experience in helpdesk and/or user support
-Ability to take ownership of issues and work to a resolution
-Ability to work independently with minimal supervision
-Understanding of GCPs with respect to development of Standard Operating Procedures and training requirements
-Knowledge of quality and compliance in a regulated environment
-Communication skills in English
-Attention to detail and analytical thinking
-Ability to perform and deliver under tight deadlines and pressure
-Knowledge of system maintenance and integrations
-Knowledge of Clinical Information Systems
-Working knowledge of Microsoft Office software
-Experience in supporting and implementing improvements in information systems

Weitere Qualifikationen: Clinical data manager