About the role
Position Summary The Support and System Specialist will serve as a vital resource within the Clinical Trial Foundations (CTF) team, delivering Tier 1 and Tier 2 support for the Atom5™ platform. Ideal candidates will possess a strong technical background and a commitment to improving operational efficiency within clinical trials.
Main Responsibilities In addition to providing support, the consultant will undertake two pivotal projects:
- Review and enhance current support processes and ensure compliance with defined metrics.
- Automate key account management operations to decrease manual workload.
- Manage support tickets in line with agreed Service Level Agreements (SLAs), escalating appropriately where required.
- Support continuous improvement through quality compliance and system testing activities.
- Resolve system issues promptly to ensure continued access; apply root cause analysis to prevent recurrence.
Key Requirements
- Bachelor's degree in Computer Science or related field.
- Experience in system support or technical roles.
- Excellent communication skills.
- Strong problem-solving abilities.
- Effective organizational skills.
- Capability to collaborate across functions.
Nice to Have
- Experience in clinical development or quality data systems.
- Familiarity with JIRA or agile project management tools.
- Understanding of Salesforce or similar platforms.
- Knowledge of clinical data regulatory requirements.
Other Details This is a contract role, requiring on-site presence in Cork for two days a week. Experience of 5 years or more is preferred.
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