Technical Consultant
苏沃达是一家全球临床试验技术公司，它塑造了数字体验，使临床试点赞助商和现场专业人员能够在癌症学，中枢神经系统和罕见疾病等治疗领域的生命维持研究中掌握任务关键和时间敏感患者互动背后固有的物流复杂性。支持临床试 nghiệm 意味着支持独特的实验，这些实验本身是复杂的，高风险的，且有活力的。必须在采取任何可能改变该系统数据的行动之前，与客户，最终用户或客户和终端用户互动的系统合作人员了解临床试验行业，法规，Suvoda 软件产品和流程，特别是有关独特试验的特点。责任：· 与分配客户和负责提供随机化和药物供应管理互动响应技术 (IRT) 的项目团队一起工作 ·负责团队的 IRT 系统整体维护，包括对支持过程的监督，识别和缓解潜在问题/风险以及与客户和其他供应商合作以确保使用 Suvoda IRT 系统取得成功 ·领导维护阶段研究中的系统变化控制的实施 ·管理研究数据集成规格设计在 IRT 系统和其他 eClinical 解决方案之间 ·为每个团队的 IRT 系统制定数据审查计划并确保评估按计划及时完成 ·创建和维护由顾客服务团队用于处理支持询问和问题的研究 FAQ 文件 ·负责系统培训材料，包括手册，视频和演讲。·与客户研究团队合作，在系统上进行 IRT 数据的设置；· Suvoda 客户服务团队对需要项目团队解决复杂的支持问题的主要升级点；解决升级的问题并确定解决方案；·根据需求，为每个团队 IRT 系统创建和向 Suvoda 内部团队成员和客户研究团队分发支持和维护报告；· 主动地识别支持数据中的趋势，并确定重复/经常出现支持问题的根本原因；与项目经理和其他团队成员合作，根据需要确定和实施解决方案。
查看英文原文
Suvoda is a global clinical trial technology company shaping digital experiences that enable clinical trial sponsor and site professionals to take full command over the inherent logistical complexity behind mission-critical and time-sensitive patient interactions in life-sustaining studies for therapeutic areas such as oncology, central nervous system, and rare disease.
Supporting clinical trials means supporting unique experiments that are inherently complex, high-stakes, and dynamic. It is imperative that Suvoda staff working with clients, end-users, or the systems that client and end-users interact with understand the clinical trial industry, regulations, Suvoda’s software products and processes, and especially the specificities of the unique trial in question before taking any actions they may alter the data of the system in question.
Responsibilities:
· Work with assigned clients and project teams responsible for the delivery of Interactive Response Technology (IRT) for randomization and drug supply management
· Responsible for overall maintenance for the team’s IRT systems, including oversight of the support process, identification and mitigation of potential issues/risks, and working with the client and other vendors to ensure success using the Suvoda IRT system
- Lead implementation of system change controls for studies during maintenance phase
- Manage the design of study data integration specifications between the IRT system and other eClinical solutions
- Create data review plans for each of the team’s IRT systems and ensure that reviews are completed on time per the plan
- Create and maintain the study FAQ documents, used by the customer care team to handle support inquiries and issues
- Responsible for the system training materials including manuals, walk through videos, and presentations.
- Work with the client study team to setup the IRT system data upon system go-live
- Primary escalation point for the Suvoda Customer Care team on complex support issues requiring input from the project team to resolve; troubleshoot escalated issues and identify resolutions
- Create and distribute support and maintenance reports for each of the team’s IRT systems to both internal Suvoda team members and the client’s study teams, as required
- Proactively identify trends in support data and determine the root cause for repeated/frequent support issues; work with the Project Manager and other team members as required to identify and implement solutions
- Identify and assist with the implementation of process improvements for the services department
- Assist the product team with the design and development of new features by providing feedback based on client requests and project experience
- Travel to client sites to attend meetings and conduct user training sessions
- Assist the customer care team with providing support to system users in multiple countries via the telephone and email
- Assist with the training of new staff members on the Suvoda product and processes
- Perform other related duties as required
Requirements:
- At least 3 years of experience in a similar role
- Bachelor's degree required
- Interpersonal and communication skills
- Time management and organizational skills
- Analytical thinking
- Ability to understand technical systems and perform troubleshooting
- Creative problem solving
- Attention to detail
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As set forth in Suvoda’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
If you are based in California, we encourage you to read this important information for California residents linked here.
Originally posted on Himalayas