Job Description Summarized Purpose : Provides business support and access management services for clinical trial systems.
Assists in troubleshooting of systems issues and access provisioning to PPD internal and external clients. Provides general support to the business on clinical trial systems technology issues, administration and usage.
logging support calls / resolutions; resolving incidents and providing required assistance to customers. Performs regular follow-up on incidents to ensure all issues are resolved fully and in a timely manner.
Handles all aspects of access management, including but not limited to provisioning, updating and revoking access, following established guidelines and processes.
Assesses and troubleshoots access management requests or problems. Maintains thorough and complete documentation of support calls / inquiries and resolution, following department guidelines.
Occasionally carries on call phone / pager for after-hours support. Responds to afterhours inquiries within defined service level definitions.
and contributes to their development as needed. Maintains strong knowledge of Good Clinical Practices (GCP), Good Documentation Practices (GDP) and regulatory agencies requirements.
Qualifications : Education and Experience : Post high / secondary school degree or certificate Experience ( 0-1 years) in IT operations, helpdesk / call center or access management environment Familiarity in clinical systems (Medidata, OCR DC, etc) is a big advantage Knowledge, Skills and Abilities : Proficiency of primary software used by the company Strong attention to detail Ability to follow processes without deviation Ability to multi-task and apply organizational skills Excellent problem solving skills Strong written and verbal communications skills Positive attitude and enthusiasm towards work Excellent customer service skills Ability to multi-task and excellent organizational skills with strong attention to detail Proven ability to learn new software and systems as well as new terminology and processes Ability to work on issues of a diverse and confidential nature Ability to work as a member of a team and promote teamwork in a multi-disciplinary team setting.
Strong language skills, including strong English language both written and verbal