Clinical Application IT Support Professional

Medpace Clinical Research India; Mumbai, Navi Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Medpace Clinical Research India seeks an Application Support Engineer to provide technical support for clinical research and core lab platforms, including medical imaging and ECG. You will deliver timely customer service to internal users and investigator sites globally, troubleshoot issues, and log incidents for resolution.

The role requires collaboration with multiple teams and adherence to regulatory standards.

Qualifications

• 1-3 years of application or technical support experience, preferably in CRO/pharma/clinical research.
• Strong analytical and problem-solving abilities.
• Excellent communication skills and ability to work cross-functionally with staff, vendors, and external users from multiple countries.

Responsibilities

• Provide technical support for clinical research and core lab platforms (Medical Imaging, ECG, connected devices, mobile apps, virtualized workstations).
• Deliver timely, high-quality customer service to internal users, central readers and investigator sites globally.
• Troubleshoot and resolve technical and workflow issues; escalate when needed.
• Log, track, and document incidents and service requests through resolution using ticketing system.
• Perform software installation, configuration, testing, and validation per procedures.
• Act as liaison between end users, development teams, infrastructure teams, and external vendors; protect end users interests.
• Coordinate escalations and follow-up for seamless operations across trials.
• Create and maintain support documentation and user guides.
• Ensure activities comply with GCP, 21 CFR Part 11, HIPAA/GDPR.

Skills

Analytical thinking

Communication skills

Cross-functional collaboration

Problem-solving

Education

Bachelors in IT/CS/Biomedical Eng/Life Sciences

Tools

Windows OS knowledge

Job description

Responsibilities

• Provide technical support for clinical research and core lab platforms, including Medical Imaging, ECG, connected medical devices, mobile applications, and virtualized workstations;
• Deliver timely, high-quality customer service to internal users, central readers and investigator sites located globally;
• Troubleshoot and resolve technical and workflow issues, escalating to the appropriate teams when needed;
• Log, track, and document incidents and service requests through resolution using the ticketing system;
• Perform software installation, configuration, testing, and validation activities in accordance with company procedures;
• Act as a liaison between end users, internal development teams, core infrastructure teams, and external vendors while maintaining the interests of end users;
• Coordinate escalations and follow up with stakeholders to ensure seamless operations across clinical trials;
• Create and maintain support documentation, knowledge base articles, and user guides;
• Ensure support activities comply with applicable regulatory standards (GCP, 21 CFR Part 11, HIPAA/GDPR); and
• Perform other system-related tasks to meet company objectives.

Qualifications

• Bachelors degree in Information Technology, Computer Science, Biomedical Engineering, Life Sciences, or a related field (or equivalent experience);
• 1-3 years of application or technical support experience, preferably in a CRO, pharmaceutical, or clinical research environment;
• Strong analytical and problem-solving abilities;
• Excellent communication skills and ability to work cross-functionally with staff, vendors, and external users from multiple countries;
• Good organizational skills, very detail oriented, and flexible;
• Must be able to work concurrently on several issues and projects, each with specific requirements;
• Competent in installation and troubleshooting of software;
• Demonstrated ability to learn new technologies/applications; and
• Knowledge of Microsoft Windows operating systems.

Preferred Qualifications

• Hands-on familiarity with virtualized environments, mobile/device support, and ticketing systems; and
• Understanding of regulatory standards such as GCP, 21 CFR Part 11, and HIPAA/GDPR.

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.