Responsibilities

Supervisory 


• Act as a contact for department management regarding critical issues and special client considerations.

• Provide overall direction and guidance to the Production Support team on a day-to-day basis

• Champion and expert to the PSA team, providing advice and solutions.

• Assume responsibility for their team performance and adherence to SLAs.

• Assist department management in overall Production Support activities.

• Ultimately responsible for any issues or problems within the team and make sure they are dealt with appropriately.

• Performance management including reviews and conduct regular meetings with direct reports.

Escalation and Consultation

• Maintains in-depth knowledge of study functionality to ensure data changes do not impact system integrity and functionality.

• Serve as a point of escalation for support issues requiring additional research or troubleshooting when senior PSA unavailable

• Perform ticket quality reviews to ensure adherence to quality standards

• Draft, modify and execute SQL Data Scripts for viewing project data and system configuration

• Suggest ways to mitigate risk from high-risk data changes.

Data Management and Verification

• Draft and Execute SQL Data Scripts and Queries for database updates and reporting

• Verifies data changes by using SQL scripts and ensures database updates are made in the spirit of the original request

Client Support

• Create knowledgebase training articles and review articles created by PSAs

• Develop new and existing tools to improve efficiency and client satisfaction

• Provides support, training, and development opportunities to the team.

• Reviews change requests for clarity, completeness, and impact.

• Manages and continuously updates Production Support best practices.

• Suggest and implements improvements to current processes

• Organize own workspace and deadlines to ensure timely completion of tasks.

• Perform other duties as required.

• This position will require weekend and holiday coverage.

Authority:

• The role will have the ability to confer with internal study teams to make decisions regarding the proper process for making data changes and updates.

• The role will have the authority to recommend compensation for team members for approval by management.

Accountabilities:

• Demonstrate efficient and accurate completion of all responsibilities.

• Ensure all team members are participating in the achievement of Production Support goals and objectives.

Experience

• 10+ years’ experience in a user-facing role, with an emphasis on providing trouble-shooting assistance and technical support via the phone and email

• 3-4+ years of experience in clinical trials industry.

• Support management experience preferred.

• Proven experience and expertise in SQL scripts, as well as creating complex queries and stored procedures.

• Previous experience working in a fast-paced, support-oriented environment.

• Advanced knowledge of Microsoft Office applications (Outlook, Word, Excel, Visio, PowerPoint) and SQL.

Skills

• Proven leadership and mentoring skills.

• Ability to set individual and team goals, and to follow through to achieve goals.

• Proven ability to handle multiple tasks in a deadline-oriented production environment.

• Ability to identify and solve technical problems, and make decisions independently.

• Able to work with no immediate supervision; ability to trouble-shoot to determine the source of a customer issue

• Strong interpersonal skills with the ability to lead and work effectively with a wide variety of professionals, both internal and external.

• Lead-by-example, showing adherence to best practices

• Strong attention to detail and quality.

• Excellent organizational and time management skills.