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.

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

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