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. Supporting clinical trials means supporting unique experiments that are inherently complex, high-stakes, and dynamic. It is imperative that Suvoda staff working with clients, end-users, or the systems that client and end-users interact with understand the clinical trial industry, regulations, Suvoda’s software products and processes, and especially the specificities of the unique trial in question before taking any actions they may alter the data of the system in question.ResponsibilitiesWork with assigned clients and project teams responsible for the delivery of Interactive Response Technology (IRT) for randomization and drug supply managementResponsible 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 systemLead implementation of system change controls for studies during maintenance phaseManage the design of study data integration specifications between the IRT system and other eClinical solutionsCreate data review plans for each of the team’s IRT systems and ensure that reviews are completed on time per the planCreate and maintain the study FAQ documents, used by the customer care team to handle support inquiries and issuesResponsible 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-livePrimary escalation point for the Suvoda Customer Care team on complex support issues requiring input from the project team to resolve; troubleshoot escalated issues and identifyresolutionsCreate 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 requiredProactively 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 solutionsIdentify and assist with the implementation of process improvements for the services departmentAssist the product team with the design and development of new features by providing feedback based on client requests and project experienceTravel to client sites to attend meetings and conduct user training sessionsAssist the customer care team with providing support to system users in multiple countries via the telephone and emailAssist with the training of new staff members on the Suvoda product and processesPerform other related duties as requiredRequirementsAt least 2 years of experience in a similar roleBachelor's degree requiredInterpersonal and communication skillsTime management and organizational skillsAnalytical thinkingAbility to understand technical systems and perform troubleshootingCreative problem solvingAttention to detailWe are aware that an individual(s) are fraudulently representing themselves as Suvoda recruiters and/or hiring managers. Suvoda will never request personal information such as your bank account number, credit card number, drivers license or social security number — or request payment from you — during the job application or interview process. Any emails from the Suvoda recruiting team will come from a @suvoda.com email address. You can learn more about these types of fraud by referring to this FTC consumer alert. As set forth in Suvoda’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.If you are based in California, we encourage you to read this important information for California residents linked here. Show more Show less