Job Description
Job Description Summary: The Associate will become a Subject Matter Expert in ClinSpark’s role in clinical trials by providing proficient and timely customer service desk support. The focus will be on supporting customers’ use of ClinSpark as an eSource/eCRF/EDC platform for clinical trial operations. You will collaborate with project managers, engineers, business analysts, documentation specialists, and IT professionals using Jira Service Desk and other project tooling to advise and support customers.
Essential Functions:
- Become a Subject Matter Expert in the domain of eSource/eCRF (ClinSpark) roles in clinical trial operations.
- Review and respond to customer support requests from Jira Service Desk and other project/support tooling.
- Analyze customer operational needs and requirements to provide advice and guidance on ClinSpark configuration, trial design, and general usability.
- Conduct online and occasional face-to-face troubleshooting sessions with customers.
- Devise and demonstrate proof-of-concept clinical study design solutions to current customers.
- Assist with documentation of ClinSpark interactions for ongoing customer support, including component-based and role-based user guides.
- Occasionally assist with specification creation for the development of new reports and dashboard visualizations.
- Assist with safety lab integrations from a non-technical usability perspective.
- Provide usability advice and solutions for internal teams and external customers to solve problems and improve efficiency.
- Meet milestones as assigned, and interact with the support team to organize timelines, responsibilities, and deliverables.
- Develop and maintain good communications and working relationships with internal teams and external clients.
Qualifications:
- Strong analytical skills and attention to detail.
- Clinical operations awareness.
- Experience with Jira Service Desk or similar project tooling.
- Excellent communication and interpersonal skills.
- Ability to work within global multi-functional internal and external project teams.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com
IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe
The potential base pay range for this role, when annualized, is $71,300.00 - $118,800.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.
