Help Desk Technical​/Clinical Support

Job Description

Position:
Help Desk Technical/Clinical Support

Location:

Lexington, MA

Duration: 12 month contract

Face to Face Interview Required

Candidate will be working on Oracle Clinical Trial management system. Data is coming in from data feeds or clinical trials. Will train business units/vendors on this Oracle system, develop/test functionality, and work with the business to train them on the system (large scale training).

• Cannot have only clinical experience – must have technical also.
• Communication/follow‑up skills
• Customer service (working with business users)
• Technical skills (has worked on different systems)
• Direct experience with system users
• 5+ years help desk experience
• Previous work with ticketing systems
• Previous work training business users
• Develop/Test system functionality
• Willing to take someone who has less technical details/experience for someone who has previous help desk/customer service experience
• Helpful to have previous Oracle Clinical experience

• Provide support within Clinical and other groups as required relating to Clinical Trials Management System (CTMS) to support Clinical business process, including design of reports to meet organizational needs, serving as CTMS Administrator, super‑user and technical support.
• Experience with Siebel OBI reporting environment; developing reports and dashboards. Responsible for maintaining catalog of standard reports; running usage reports.
• Familiarity with associated tools such as Informatica Data Quality, JIRA ticket system and others.
• Experience in testing and validation system enhancements and bug fixes; responsible for associated documentation.
• Experience in identifying report issues and ability to troubleshoot and fix.
• Experience leading work groups to gather business requirements. Strong ability to clearly communicate with non‑technical business users.
• Facilitation of Clinical internal communication and support of external communication of Clinical structure, functions, partnerships, initiatives, and accomplishments to R&D by providing reports and metrics.
• Write/edit strategic communications, including metrics reports.
• Analyze data and make recommendations. Identify and implement areas of improvement within the system.
• Research, analyze and present best practices to determine the best overall solution.
• Develop, write and publish training materials, user manuals and process flow maps as well as e‑learning systems for CTMS. May deliver training.
• Participate in functional requirement gathering and design review meetings.
• Test and execute User Acceptance Test scripts. Review System Test scripts.
• Respond to department requests for hands‑on assistance within CTMS.
• Responsible for ensuring end users continue to update and maintain the system on a daily basis and identifying and implementing new areas to utilize the system to increase efficiencies.
• Participate in System Planning meetings and contribute to the development and publishing of departmental System Newsletter.
• Position requires frequent interactions with Clinical Management and Leadership teams, sensitive handling of confidential information and comprehensive attention to accuracy and quality.
• May provide content for the CTMS / Tools area of Clinical Departmental intranet website – the group’s main global communication channel.

All your information will be kept confidential according to EEO guidelines.