RTSM Study Project Lead - Level 1

4G Clinical

Portland (OR)

On-site

USD 120,000 - 150,000

Full time

7 days ago

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Benefits offered by this job

Health, dental, vision benefits

Unlimited vacation (Salaried)

FSA/Dependent Care

Disability & Life Insurance

Global mental health support

401k program

Paid sabbatical

Stock option grants

Job summary

4G Clinical is seeking a Study Project Lead to oversee client support of the RTSM application after go-live. You will serve as the primary sponsor contact, manage communications, and lead client support meetings to review RTSM health and requests.

The role includes configuring RTSM for updates, validating changes, conducting UAT with sponsors, and ensuring proper documentation in JIRA and support materials. A collaborative, proactive approach is essential.

Qualifications

Minimum of 3 years of software application support experience in clinical trial support or equivalent.
Essential skills: customer service, troubleshooting, issue management, and problem resolution.
Excellent interpersonal skills and integrity.
Ability to work independently and in a team environment.

Responsibilities

Primary contact for sponsor after study go-live for RTSM support.
Manage sponsor emails and provide troubleshooting support.
Provide timely responses and status updates to sponsor requests.
Lead client support meetings on RTSM health and open requests.
Provide training and guidance on RTSM usage.
Coordinate with Client Directors for support updates.
Identify opportunities to improve RTSM study, product, or support processes.
Maintain study-specific reporting and status updates.

Skills

Customer service

Troubleshooting

Issue management

Problem resolution

Interpersonal skills

Detail oriented

Independent work

Team collaboration

Education

Bachelor's degree

RTSM support experience

Information technology

Tools

JIRA

Job description

Brief Description

The Study Project Lead will lead client support of the Randomization and Trial Supply Management (RTSM) application after clinical study go-live. The Support Project Lead is responsible for the following:

Primary contact for clinical study sponsor after study go-live as the expert in 4G Clinical’s Prancer RTSM® application, responsible for the client’s overall support experience.
Manage sponsor emails, providing support for troubleshooting and requests.
Provide timely and professional responses to sponsor requests; proactively provide status updates to ensure stakeholders are informed.
Lead client support meetings to discuss study RTSM health and open requests.
Provide training and guidance on the use of the application.
Primary liaison with Client Directors for support, providing updates on sponsor and study health.

System Support

Identify and solve technical problems.
Drive problem-solving efforts to resolution, collaborating cross-functionally as needed.
Configure the RTSM application for system enhancements and fixes.
Perform System Validation of configuration updates.
Lead User Acceptance Testing with the sponsor for system updates.
Ensure proper documentation in specifications, support documents and JIRA.

Support Operations

Manage client open requests and communicate status with all interested parties.
Delegate support tasks internally to appropriate team members and ensure work is completed with accuracy, quality and in a timely manner.
Act as escalation point for Study Analysts (SAs), Production Support Specialists (PSSs), and Client Excellence teams for configuration change, data change and user contact questions.
Escalate sponsor requests, issues and feedback to appropriate teams.
Identify opportunities to improve the study IRT, product, or support processes to reduce support load and improve customer experience.
Provide study-specific reporting and status updates as needed.
Maintain a positive, results-oriented work environment, modeling teamwork by communicating to the team in an open, balanced, and objective manner.

Requirements

The position requires a minimum of 3 years of software application support experience in clinical trial support or the equivalent. The following skills are essential: customer service, troubleshooting, issue management, and problem resolution. The candidate must also have excellent interpersonal skills and integrity, superb attention to detail, motivation to work/learn independently and the ability to work well in a team environment.

Education And/or Certification Requirements

The candidate must possess a bachelor’s degree or experience in RTSM support or information technology.

Summary

4G Clinical is honored to be part of Fast Company’s 2020 Best Workplaces for Innovators list, citing businesses and organizations that demonstrate a deep commitment to encouraging innovation at all levels. 4G Clinical came in at #8 for its dedication to building a culture that fuels innovation, curiosity, and the spirit of experimentation in all facets of the business from product development and brand to services and staffing. We were also voted one of the 2018 Best Places in Health Care & Biopharma by Great Place to Work® and FORTUNE.

About Us

4G Clinical is a global leader in randomization and trial supply management (RTSM) and supply forecasting optimization software for the life sciences industry, offering the only fully cloud-based, 100% configurable and flexible solutions utilizing natural language processing (NLP) to accelerate clinical trials. 4G Clinical is headquartered in the Boston Biotech corridor of Wellesley, MA, with offices in Europe and Asia.

For U.S.-based candidates, we offer compelling benefits to our employees, including:

Health, dental, and vision benefits
Unlimited Vacation Days for Salaried Full-time Employees
FSA and Dependent Care Accounts
Company Paid Disability and Life Insurance
Global mental health benefit
Generous 401k program
Paid sabbatical program
Option Grants

4G Clinical is proud to be an Equal Opportunity Employer, and it is foundational to how we recruit and hire our talented team. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.