RTSM Study Project Lead (Hybrid Role)
Apply NowCompany: 4G Clinical
Location: Wellesley, MA 02482
Description:
Description
The RTSM Study Project Lead will lead client support of the Randomization and Trial Supply Management (RTSM) application after clinical study go-live. The Study Project Lead is responsible for the following:
Customer Support
System Support
Support Operations
REQUIRED EXPERIENCE
The position requires a minimum of 3 years of RTSM software application support experience in clinical trial support or the equivalent. The following skills are essential: customer service, troubleshooting, issue management, and problem resolution.
EDUCATION AND/OR CERTIFICATION REQUIREMENTS
The candidate must possess a bachelor's degree or experience in RTSM support or information technology.
This job description should not be deemed all-inclusive. Additional requirements and expectations may be assigned. At all times, employees are expected to adhere to company policies and company SOPs.
The RTSM Study Project Lead will lead client support of the Randomization and Trial Supply Management (RTSM) application after clinical study go-live. The Study Project Lead is responsible for the following:
Customer Support
- Primary contact for clinical study sponsor after study go-live as the expert in 4G Clinical's Prancer RTSM application, responsible for the client's overall support experience.
- Manage sponsor emails, providing support for troubleshooting and requests.
- Lead client support meetings to discuss study RTSM health and open requests.
- Provide training and guidance on the use of the application.
System Support
- Identify and solve technical problems.
- Drive problem-solving efforts to resolution, collaborating cross-functionally as needed.
- Configure the RTSM application for system enhancements and fixes.
- Perform System Validation of configuration updates.
- Lead User Acceptance Testing with the sponsor for system updates.
Support Operations
- Manage client open requests and communicate status with all interested parties.
- Delegate support tasks internally to appropriate team members.
- Act as escalation point for configuration change, data change and user contact questions.
- Identify opportunities to improve the study IRT, product, or support processes to reduce support load and improve customer experience.
REQUIRED EXPERIENCE
The position requires a minimum of 3 years of RTSM software application support experience in clinical trial support or the equivalent. The following skills are essential: customer service, troubleshooting, issue management, and problem resolution.
EDUCATION AND/OR CERTIFICATION REQUIREMENTS
The candidate must possess a bachelor's degree or experience in RTSM support or information technology.
This job description should not be deemed all-inclusive. Additional requirements and expectations may be assigned. At all times, employees are expected to adhere to company policies and company SOPs.