Technical Consultant

Suvoda is a global clinical trial technology company shaping digital experiences that enable clinical trial sponsor and site professionals to take full command over the inherent logistical complexity behind mission-critical and time-sensitive patient interactions in life-sustaining studies for therapeutic areas such as oncology, central nervous system, and rare disease.

Responsibilities

• Work with assigned clients and project teams responsible for the delivery of Interactive Response Technology (IRT) for randomization and drug supply management;
• Responsible for overall maintenance for the team’s IRT systems, including oversight of the support process, identification and mitigation of potential issues/risks, and working with the client and other vendors to ensure success using the Suvoda IRT system;
• Lead implementation of system change controls for studies during maintenance phase;
• Manage the design of study data integration specifications between the IRT system and other eClinical solutions;
• Create data review plans for each of the team’s IRT systems and ensure that reviews are completed on time per the plan;
• Create and maintain the study FAQ documents, used by the customer care team to handle support inquiries and issues;
• Responsible for the system training materials including manuals, walk through videos, and presentations;
• Work with the client study team to setup the IRT system data upon system go-live;
• Primary escalation point for the Suvoda Customer Care team on complex support issues requiring input from the project team to resolve; troubleshoot escalated issues and identify resolutions;
• Create and distribute support and maintenance reports for each of the team’s IRT systems to both internal Suvoda team members and the client’s study teams, as required;
• Proactively identify trends in support data and determine the root cause for repeated/frequent support issues; work with the Project Manager and other team members as required to identify and implement solutions;
• Identify and assist with the implementation of process improvements for the services department;
• Assist the product team with the design and development of new features by providing feedback based on client requests and project experience;
• Assist the customer care team with providing support to system users in multiple countries via the telephone and email;
• Assist with the training of new staff members on the Suvoda product and processes;
• Perform other related duties as required;

Requirements

• Bachelor's degree or equivalent experience required
• Interpersonal and communication skills
• Time management and organizational skills
• Analytical thinking
• Ability to understand technical systems and perform troubleshooting
• Creative problem solving
• Attention to detail