Remote - RTSM Support Specialist

RTSM Support Specialist- Remote

contract length is 12 months

 

• Provide Tier 2 Help Desk user support and customer service on the GSK in-house Randomization and Trial Supply Management (RTSM) system used for GSK Investigational Clinical Trials.
• Troubleshoot Requests and Incidents and provide guidance for RTSM investigational Trials on the appropriate action.
• Analyze Help Desk data incident management reporting and provide RTSM Project Managers with recurring root causes for study support improvements.
• Support RTSM Project Managers with the end-to-end pre-live study configuration process. 
• Support Investigational Clinical Trial Study Medication management post-live using the RTSM systems and wider supply chain systems.
• Support 24/7/365 Help Desk via on-call rotation schedule.

 

Key Responsibilities:

• Respond to queries initiated via chat, chatbot, email, or phone calls as Tier 2 Help Desk support level and process the end-to-end resolution via the incident management system.
• Train other help desk support staff members (Tier 1 and/ Tier 2) on troubleshooting and diagnosing problems using the system
• Write, edit, and revise help desk Knowledge Bases, Training eModules, Hands on exercise Maintenance and Help Desk training documents for all Tier Level Support (CSHD, Help Desk Support and IT Support).
• Identify and escalate situations requiring Critical, Urgent, High, Medium or low attention following the Help Desk Support Escalation process.
• Follow up with End Users to ensure full resolution of Inquiries/Issues.
• Run incident management system reports to analyze common complaints and/or Root causes and inform management of recurring problems.
• Configure, manage, and maintain non-complicated study designs in the RTSM system.
• Admin Support for studies’ / site’s maintenance activities post go-live in accordance with our Help Desk Support SOP and Knowledge Bases.
• Proactively advise on the study resupply strategy configuration to ensure the RTSM and shipping systems are used to optimum efficiency.
• Proactively communicate issues to the other members of the RTSM team and Supply Chain Study Lead and/or Clinical Development personnel, where appropriate maintaining integrity of the Investigational Clinical Trials.
• Demonstrate knowledge of the functions of the RTSM, Clinical Supplies, and understanding of the relationships to other departments such as Data management, Clinical Development and Biostatistics.
• Perform study/site/subject data changes via the RTSM in accordance to the Help Desk Standard Operating Procedures.
• Perform manual drug dispensation and verification activities on behalf of the Site staff user, when required, using the RTSM system.
• Create ad-hoc reports, Study Specific User Manuals, and Knowledge bases request as needed.
• Participate in the Study Configuration end to end process, as reviewer of the Pre-Live and Post -Live Study setup Verification checklist activity. G8 only
• Provide information to investigate Near Misses & Stock-outs to implement process improvements.
• Participate in inspections and regulatory audits, when required.
• Participate in an 24/7/365 RTSM Help Desk Support on-call rotation schedule.

 

Qualifications & Skills:

We are looking for professionals with these required skills to achieve our goals:

·Understanding the study development process and clinical supplies

·Demonstrate fundamental knowledge of computer systems and RTSM

·Ability to maintain accurate records and files in accordance with GSK policy, cGMPs, and SOPs

·Proven computing skills & experience with various software: Excel, Word, PowerPoint, Visio, MS Project, Incident Management systems, etc.

·Proven ability to work in a matrix team