Desktop Support III

Position Overview

The Desktop Support III – PV Systems Support Specialist will provide day-to-day technical, administrative, and user support for global Pharmacovigilance systems. This position will serve as a frontline resource for the PV user community, supporting system access, database maintenance, user training, troubleshooting, documentation, reporting, and computerized system validation activities.

Key Responsibilities

• Run routine reports and queries from Global Pharmacovigilance (GPV) database tables using SQL, as needed.
• Support computerized system validation (CSV) testing and related activities.
• Maintain PV system Product Dictionary information, including:
• New product entries and updates
• Product Dictionary maintenance
• Product Family maintenance and verification
• Product Line updates
• Triage incoming PV system support tickets and serve as the first line of support for system-related issues.
• Aid with troubleshooting user and system issues and coordinate with IT teams and external vendors when escalation is required.
• Assist with new-user setup and onboarding within PV systems, including:
• System access and account setup
• Curricula and training assignments
• Mailbox maintenance
• Initial login support
• Serve as a frontline point of contact for the global PV user community, providing timely and professional system support.
• Prepare and distribute communications regarding PV systems, updates, issues, and other relevant information.
• Monitor PV systems and work with IT and/or vendors to identify and resolve system issues.
• Aid with case type changes and Product Family verification activities, as required.
• Assist with dashboard maintenance, monitoring, and related reporting activities.
• Provide additional PV systems and project support as assigned by leadership.

Qualifications

• Experience working with GxP computerized systems in a regulated environment.
• Working knowledge or experience with SQL, including running database queries and reports.
• Strong organizational skills with the ability to prioritize and manage multiple assigned tasks.
• Strong attention to detail and documentation skills.
• Experience working effectively within a collaborative team environment.
• Strong customer service and end-user support skills.
• Ability to communicate effectively with technical and non-technical users.
• Experience supporting regulated pharmaceutical, biotechnology, life sciences, or similar systems is highly desirable.

Education

• Associate or Bachelor's degree in Information Technology, Business, or a related field.
• Experience supporting global systems and global user communities is preferred.