Systems Support Specialist

Reference Number: 895727-W
Type of placement: Contract, Contract
Location: Switzerland, North West

Introduction:

 

Systems Support Specialists directly support the goal of providing centralized, cross-system, process and systems training support by assuming responsibility for providing site and/or global end user support for multiple pharma development systems, including clinical and non-clinical systems, portals, functionalities, databases, reporting and maintenance.

 

Systems Support Specialists play a key role in ensuring ongoing effective and efficient data management practices, standards, policies, procedures and protocols that assure ongoing data quality and integrity. Like others in Systems Support Services, Systems Support Specialists also help manage external vendor partner help desk operations to ensure optimal support to internal and external end users and other partners and stakeholders. Systems Support Specialists are typically assigned their responsibilities by business or functional area or varying project demands, as business needs may dictate. Accordingly, Systems Support Specialists work cross-functionally with Information Technology (IT) and other partners, as well as external partners such as external vendor partners supporting the work of T and its internal/external customers. They may also be standing or ad hoc members of various internal cross-functional work teams.

Main Responsibilities:

Cross-Functional Team Membership

  • Participate in the relevant site and/or global Systems Support Services departmental teams;
  • May act as a standing or ad hoc member in short-, medium- or long-term work teams;
  • When needed, addressing systems support- and/or project-specific questions; providing updates; delivering presentations;

 

Systems Support Services Planning & Development

  • Staying on top of internal and external developments, trends and other dynamics relevant to the work of Training & Support Services to maintain, at all times, a fully current view and perspective of internal/external influences and/or implications for data management, systems maintenance and other systems support responsibilities. Includes participating in evaluation of new systems or other technologies and related tools to ensure the department has best-in-class business systems and related tools
  • Providing business systems support and data management expertise;
  • Participate in evaluation of new, evolving or otherwise updated business strategies, plans, goals and objectives as these relate to existing business systems, systems support and data management versus new or otherwise changing requirements. Expected to contribute to the ongoing development and enhancement of systems, data management and other key areas of systems support;
  • As needed, advises other Training & Support Services teams on impacts or other potential implications to systems support plans, activities, resources, goals and objectives in light of new or updated systems and related technologies and tools;
  • Supporting other  teams in proactively identifying synergies or interfaces with existing systems and/or existing systems functionalities to understand potential points of leverage and/or alignment requirements for smooth systems interface and optimal user experience;
  • Accountable for effective and efficient development of, detailed project plans to support development and implementation of assigned Systems Support Services projects;

 

Systems Support Services Operations/Administration

  • Providing a first-line of support to end users (including via telephone, email, face-to-face, etc.);
  • Administering investigator and site contact key information in relevant systems according to standard business processes, policies and procedures
  • Performing a variety of other data management-related activities to ensure ongoing accuracy thoroughness and integrity of systems operations and data;
  • Managing support tickets as defined in standard business processes, protocols, and other guidelines;
  • Escalating issues and trends as per business processes, protocols and other guidelines;
  • Supporting, updating Standard Operating Procedures and/or Departmental Operating Procedures, including development and implementation support of other systems support documentation, information and materials;
  • Partners with IT, external help desk and others to ensure optimal end user support;

Qualifications and Experience:

  • Associates Degree required. Bachelors Degree is preferred. Advanced Degree in related field is a plus;
  • Project management certifications are a plus (e.g., PMP, PgMP, PMI-ACP, PMI-RMP, PMI-SP);
  • Advanced project management, clinical operations and/or clinical systems management experience across the software development lifecycle in a regulated IT environment, including requirements/specifications development and/or user acceptance testing for computer systems;
  • Previous experience with help desk and/or user support;
  • Knowledge of, and/or training in, regulatory and system compliance;
  • Some understanding of international regulations, processes and issues in drug development, including sound understanding of GxP, GCP and related systems that support clinical trials and clinical operations processes;
  • Advanced project management and process improvement skills. Sound knowledge of and past experience working with best practice project management and operational excellence methodologies and tools, such as value stream mapping, business process redesign, Six Sigma, LEAN, modeling and simulation, cycle time reduction, etc.;
  • Strong knowledge of Microsoft Office software and proven computer skills, including Microsoft Office Suite (Word, PowerPoint and Excel);
  • Fluent English and other language skills as needed;
  • Good interpersonal and influencing skills, combined with presentation skills;
  • Ability to travel: <10%;
  • Relevant working/residency permit or Swiss/EU-Citizenship required.

 

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