Help Desk Support with RTSM Systems 100% Remote

Help Desk Support with RTSM Systems

100% Remote

Video Interview

Long Term Contract

JD:

Specialist Roles:

• Provide Tier 2 Help Desk user support and customer service on the Client's in-house Randomization and Trial Supply Management (RTSM) system used for Client 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.