Analyst, Clinical Support (temp to hire)

About the role

The Clinical Support Analyst helps manage Arrowhead's rapidly growing clinical application portfolio, providing day-to-day support, troubleshooting, training, and system maintenance for clinical business applications. This role sits within Information Systems & Informatics and reports to the Senior Manager, Clinical Information Systems. This role is based onsite 5 days a week from one of Arrowhead's office locations.

Responsibilities

• Manage day-to-day use cases, including (but not limited to) new user requests, resolution of system issues, one-on-one training needs, and troubleshooting of various business applications.
• Respond to questions, incidents, and problems in a courteous and timely manner, with a strong customer-service focus.
• Triage, process, communicate, escalate, and resolve assigned application-related tickets using an incident-management process or tool such as Freshworks or ServiceNow.
• Work with business owners and vendors to evaluate and recommend solutions to complex problems and requests.
• Author and maintain knowledge-based articles (e.g., SOPs, work instructions, and job aids) that support application use and end-user training.
• Prepare for and facilitate training delivery through in-person and virtual meetings.
• Adapt to the learning styles of the audience during facilitation.
• Provide post-training support as needed (e.g., outstanding questions or issues, parking-lot items, unmet expectations, additional learning materials, and on-the-job support).
• Perform monitoring, maintenance, and system-analysis tasks to ensure application systems function properly.
• Assist with the optimization and implementation of software applications, including upgrades.
• Support software testing and validation efforts to ensure software is delivered in compliance with user requirements and applicable regulatory requirements.
• Work within established change-control procedures so that proposed changes to applications and business reports are analyzed, evaluated for business impact, tested, promoted, and implemented.
• Enforce and maintain application security in accordance with company policies and procedures.

Requirements

• Bachelor's degree in Information Technology, a scientific field, or a related technical or business discipline.
• 1–2 years of experience in a pharmaceutical, biotechnology, or CRO environment.
• 1–2 years of professional experience supporting users and teams with technical issues.
• Knowledge of clinical trial data collection and analytics processes.
• Knowledge of clinical trial applications such as EDC, eTMF, IRT, and SAS Analytics, including 1–2 years with Medidata Rave (e.g., Cloud, EDC, CTMS, IRT).
• Ability to build strong working relationships across all levels of a global organization.
• Conceptual and analytical thinker, able to understand, analyze, and synthesize complex business and technology issues and strategies.
• Excellent oral and written communication and collaboration skills.

Preferred

• Experience with data reporting tools such as Spotfire, Business Objects, or J-Review.

Pay

• Wisconsin pay range: $60,000—$68,000 USD
• California pay range: $68,000—$75,000 USD