Configuration Specialist I

Transperfect; Pune District; On-site; INR 450,000 - 700,000; Full time

Job summary

Transperfect in Pune is seeking an eTMF Configuration Specialist to provide end-user support, configure Trial Interactive settings, and manage onboarding/configuration tasks. You will interact with internal and client requesters through a Service Desk to address queries, perform QC, and document activities clearly.

The role requires strong English communication, analytical skills, and proficiency in MS Office.

Qualifications

• Superior written and spoken communication in English (customer-facing).
• Strong analytical thinking and problem solving.
• Proficient in MS Office (Word, Excel, PowerPoint, Outlook).
• Good understanding of computer fundamentals, web apps and browsers.

Responsibilities

• Configuration of application settings in Trial Interactive per project needs.
• Deliver service and support to end-users via online Service Desk ticketing system.
• Interact with internal and client requesters to provide information addressing queries or requests.
• Perform QC of configuration settings following standard processes.
• Identify and escalate priority issues to appropriate resources.
• Accurately document communications in the Service Desk tool and logs.
• Follow up and perform callbacks as scheduled when needed.
• Stay updated with system changes and updates.
• Follow standard processes and procedures.
• Support cross-functional validation and configuration mapping as needed.
• Occasionally serve as primary contact for clients during onboarding/configuration.
• Monitor project progress and ensure deadlines are met with high-quality deliverables.
• Represent the eTMF configuration team as SME when requested.
• Complete other tasks as assigned by the manager.

Skills

English communication

Analytical skills

MS Office

Computer fundamentals

Education

Bachelor's degree

Job description

OVERVIEW:

This role reports to the Manager, eTMF Implementation, a part of 24/7 online Service Desk, Configuration Specialist I will provide application support to end-users (Client/Internal) by performing task requested by requester, by analyzing the requirement and working towards its fulfillment. Tasks may include new work space configuration, work space changes, by analyzing the request, client production setup, suggesting changes to appropriate, as needed, quality checks, test functionalities, guiding users through step-by-step solutions. Solutions may include,

but are not limited to resolving access issues, setting up the study work space, configuration validation, menus, and functional queries. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This position will perform related work as required.

JOB DESCRIPTION:

• Configuration of application settings in Trial Interactive as per project requirements
• Deliver exceptional service and support to end-users using an online Service Desk ticketing system
• Interact with requesters (internal, client) as per the tickets to provide and process information in response to received queries, concerns or requests, about our products and services
• Perform QC of the configuration settings by following standard process
• Identify and escal priority, quality testing issues to appropriate resources, teams, as applicable
• Accurately process and record the communication on the Service Desk ticketing tool
• Follow-up timely and make calls backs as scheduled, where necessary
• Stay current with system information, changes and updates
• Follow standard process and procedures
• Perform cross functional activities such as validation and configuration manual mapping exercises, when needed
• Occasionally serve as the primary point of contact for clients undergoing the onboarding/configuration process
• Monitor and communicate project progress, ensures strict adherence to deadlines and ultimately produces high quality deliverables
• Represent the eTMF configuration team as Subject Matter Expert (SME) as requested
• Complete all other tasks that are deemed appropriate for the role and assigned by the manager

REQUIRED SKILLS

• Superior written and spoken communication skills in English
• Strong analytical skills
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Knowledge about the computer fundamentals, web applications and browser

REQUIRED EXPERIENCE AND QUALIFICATIONS

• Minimum Bachelors degree or its equivalent
• Experience creating and delivering client presentations
• Strong Computer fundamentals with basic knowledge about Internet, Browsers and MS Office Suite

DESIRED SKILLS AND EXPERIENCE

• Fresher with Bachelor’s degree in computer science or One year of IT service Desk\\Helpdesk\\Technical Support\\US customer support experience
• Electronic Trial Master File (eTMF), Shared Workspace (SWS), and Document Management System (DMS), among others
• Experience in the Life Sciences industry (pharmaceutical, biotechnology or CRO experience preferred)
• Able to multitask in a fast-paced environment
• Work well with people from a variety of different backgrounds and cultures
• Build relationships with clients and co-workers
• Can work independently and as part of a team
• Take active measures to solve problems and commit to a high level of service