Analyst, Clinical Support (temp to hire)

About the Role

Arrowhead Pharmaceuticals is a commercial stage biopharmaceutical company developing medicines that treat intractable diseases by silencing the genes that cause them. 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 USD - $68,000 USD
• California pay range: $68,000 USD - $75,000 USD