Clinical Systems Support Analyst

Doist; San Diego, Pasadena (CA, CA); On-site; USD 68,000 - 75,000; Full time

Job summary

Arrowhead Pharmaceuticals, Inc. is seeking an IT Application Support Specialist to manage day-to-day use cases, respond to incidents, and train end users on business applications.

You will triage, process, escalate, and resolve tickets, work with owners and vendors on solutions, and create knowledge articles to support end-user learning.

This role requires a Bachelor's degree and 1-2 years in pharma tech support, with knowledge of EDC, eTMF, IRT, SAS Analytics, and Medidata Rave.

Qualifications

• 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.

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, elevate, 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.

Skills

Customer support

Analytical thinking

Communication

Education

Bachelor's degree

Tools

Medidata Rave

EDC

eTMF

SAS Analytics

IRT

Job description

Arrowhead Pharmaceuticals, Inc. is seeking an IT Application Support Specialist to manage day-to-day use cases, respond to incidents, and train end users on business applications.

You will triage, process, escalate, and resolve tickets, work with owners and vendors on solutions, and create knowledge articles to support end-user learning.

This role requires a Bachelor's degree and 1-2 years in pharma tech support, with knowledge of EDC, eTMF, IRT, SAS Analytics, and Medidata Rave.