Tier II analyst

Job Summary

Provide timely application and database support to investigational site personnel and internal staff using EDC software for the conduct of global clinical trials. Identify, troubleshoot and resolve customer problems by utilizing all technical resources available while adhering to strict quality standards and regulatory requirements.

You would be our Ideal candidate if your Background is:
 

1. University or college degree in a related field, or equivalent experience.
2. At least 3 years of IT experience - Expert knowledge of personal computing and PC / workstation based LAN systems, hardware and tools, client functions and applications
3. Advanced knowledge of Database Support (SQL and PL/SQL) and clinical database management systems. At least 3 years of ORACLE / Unix experience.
4. Experience in user support, application support, application development or related areas in the pharmaceutical industry would be a plus.
5. Knowledge of EDC applications, on-line and off-line electronic data collection systems and eCRF design would be an advantage
 

You also need to possess:
1. Excellent English communication abilities. Customer service oriented approach.
2. Strong team work, organizational, project management, analytical and problem solving skills.
3. Ability to work under pressure
 

Principal Responsibilities: (Essential Function)
1. Provide professional and timely support to EDC software users.
2. Promptly investigate calls escalated from the EDC Helpdesk using the utilities and tools available to Application Support Analyst. Effectively prioritize and manage technical problems
3. Liaise closely with helpdesk and Application Development during the call investigation, to collect further information and provide a suitable resolution to the user.
4. Troubleshoot issues to identify root causes of problems by analyzing log files, database tables and server activities to understand backend problems.
5. Collaborate with other line functions to find workarounds and long term solutions.
6. Log updates to calls in the call tracking system, and document System Changes. .
7. Perform activities to support EDC database lock as documented in agreed working practices. Monitor database activities in its UNIX environment. Provide approved reports to Data Management in preparation for database lock. Address any technical issues as top priority to minimize impact on business timelines.
8. Support Asset Management in the preparation of replacement EDC site laptops.
9. Contribute to User Support working practice and knowledgebase documentation. When necessary assist in creating new documentation to describe activities / processes.
10. Identify and recommend opportunities to improve and enhance technical processes and environment. Participate in testing and validation activities for User Support utilities.

The company offers:
• Competitive salary and benefits.
• Stimulating bonuses.
• Real career opportunity with leading American Company.
• Professional trainings.
• Dynamic team environment.