Analyst, Clinical Support (temp to hire)

Arrowhead Pharmaceuticals; San Diego (CA); On-site; USD 75,000 - 98,000; Full time

Job summary

Arrowhead Pharmaceuticals, Inc. seeks a Clinical Support Analyst to manage Arrowhead's clinical applications portfolio, providing day-to-day support, troubleshooting, training, and system maintenance.

This role sits within Information Systems & Informatics and reports to the Senior Manager, Clinical Information Systems. The position is based onsite five days a week at one of Arrowhead's office locations, with responsibilities spanning incident management, knowledge base creation, and user

Qualifications

• Bachelor's degree in IT, a scientific field, or a related technical or business discipline.
• 1–2 years of experience in a pharmaceutical, biotechnology, or CRO environment.
• 1–2 years of professional experience supporting users and teams with technical issues.
• Knowledge of clinical trial data collection and analytics processes.
• Knowledge of clinical trial applications such as EDC, eTMF, IRT, and SAS Analytics, including Medidata Rave (1–2 years).
• Ability to build strong working relationships across all levels of a global organization.
• Excellent oral and written communication and collaboration skills.

Responsibilities

• Manage day-to-day use cases, including new user requests, resolution of system issues, training needs, and troubleshooting.
• Respond to questions, incidents, and problems with a strong customer-service focus.
• Triage, process, communicate, escalate, and resolve tickets using incident-management tools.
• Work with owners and vendors to evaluate and recommend solutions to complex problems.
• Create and maintain knowledge-based articles (SOPs, instructions, job aids).
• Prepare for and facilitate training delivery (in-person and virtual).
• Adapt to audience learning styles during facilitation.
• Provide post-training support.
• Perform monitoring, maintenance, and system-analysis tasks.
• Assist with optimization and implementation of software applications, including upgrades.
• Support testing and validation to ensure regulatory compliance.
• Follow change-control procedures for application changes and reporting.
• Enforce and maintain application security.

Skills

Communication skills

Collaboration

Analytical thinking

Relationship building

Education

Bachelor's degree in IT/related field

Tools

Medidata Rave

EDC

eTMF

IRT

SAS Analytics

Job description

Arrowhead Pharmaceuticals, Inc. (Nasdaq ARWR) is a commercial stage biopharmaceutical company that develops medicines that treat intractable diseases by silencing the genes that cause them. Using a broad portfolio of RNA chemistries and efficient modes of delivery, Arrowhead therapies trigger the RNA interference mechanism to induce rapid, deep, and durable knockdown of target genes. RNA interference, or RNAi, is a mechanism present in living cells that inhibits the expression of a specific gene, thereby affecting the production of a specific protein. Arrowhead’s RNAi-based therapeutics leverage this natural pathway of gene silencing.

Arrowhead is focused on developing innovative drugs for diseases with a genetic basis, typically characterized by the overproduction of one or more proteins that are involved with disease. The depth and versatility of our RNAi technologies enables us to potentially address conditions in virtually any therapeutic area and pursue disease targets that are not otherwise addressable by small molecules and biologics. Arrowhead is leading the field in bringing the promise of RNAi to address diseases outside of the liver, and our clinical pipeline includes disease targets in the liver and lung with a promising pipeline of preclinical candidates.

Arrowhead’s corporate headquarters is in Pasadena, CA with research and development teams in Madison, WI & San Diego, CA, and a state of the art manufacturing facility in Verona, WI. Our employees are nimble, science-driven innovators who are collaborating to bring new therapies to patients in need.

The Position

The Clinical Support Analyst helps manage Arrowhead's rapidly growing clinical application portfolio, providing day-to-day support, troubleshooting, training, and system maintenance for clinical business applications. This role sits within Information Systems & Informatics and reports to the Senior Manager, Clinical Information Systems.

This role is based onsite 5 days a week from one of Arrowhead's office locations.

Responsibilities

• Manage day-to-day use cases, including (but not limited to) new user requests, resolution of system issues, one-on-one training needs, and troubleshooting of various business applications.
• Respond to questions, incidents, and problems in a courteous and timely manner, with a strong customer-service focus.
• Triage, process, communicate, escalate, and resolve assigned application-related tickets using an incident-management process or tool such as Freshworks or ServiceNow.
• Work with business owners and vendors to evaluate and recommend solutions to complex problems and requests.
• Author and maintain knowledge-based articles (e.g., SOPs, work instructions, and job aids) that support application use and end-user training.
• Prepare for and facilitate training delivery through in-person and virtual meetings.
• Adapt to the learning styles of the audience during facilitation.
• Provide post-training support as needed (e.g., outstanding questions or issues, parking-lot items, unmet expectations, additional learning materials, and on-the-job support).
• Perform monitoring, maintenance, and system-analysis tasks to ensure application systems function properly.
• Assist with the optimization and implementation of software applications, including upgrades.
• Support software testing and validation efforts to ensure software is delivered in compliance with user requirements and applicable regulatory requirements.
• Work within established change-control procedures so that proposed changes to applications and business reports are analyzed, evaluated for business impact, tested, promoted, and implemented.
• Enforce and maintain application security in accordance with company policies and procedures.

Requirements

• Bachelor's degree in Information Technology, a scientific field, or a related technical or business discipline.
• 1–2 years of experience in a pharmaceutical, biotechnology, or CRO environment.
• 1–2 years of professional experience supporting users and teams with technical issues.
• Knowledge of clinical trial data collection and analytics processes.
• Knowledge of clinical trial applications such as EDC, eTMF, IRT, and SAS Analytics, including 1–2 years with Medidata Rave (e.g., Cloud, EDC, CTMS, IRT).
• Ability to build strong working relationships across all levels of a global organization.
• Conceptual and analytical thinker, able to understand, analyze, and synthesize complex business and technology issues and strategies.
• Excellent oral and written communication and collaboration skills.

Preferred

• Experience with data reporting tools such as Spotfire, Business Objects, or J-Review.

Arrowhead provides competitive salaries and an excellent benefit package.

Candidates must have current, valid authorization to work in the country where this role is located.