Job Description:

Operations Technical Specialist

Job Location

US

Overview

This is a challenging position which performs key operational tasks to support our critical ERT web portals. The individual selected will be the the point person for the setup, configuration, quality control, high level support and contact management.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Review and approve contact data submitted through portals

Receive and apply contact management changes in source systems

Troubleshoot user access issues and provide resolution

Create user records in third party applications and send login credentials directly to users

Copy site and sponsor contact data between study databases

Create database records to support clients and sites with retrospective analysis and shipping needs

Prepare and upload bulk contacts into source system databases

Perform quality checks on work completed

Update database for protocol and site specific device needs and contact shipping address details to support logistics delivery requirements

Inactivate or delete user permissions on site or individual contact level

Provide users with device login details

Proactively identify potential data discrepancies and suggest resolution

Generate and review audit trail reports to support troubleshooting and resolution

Understand data privacy and issues related to contact roles and permissions

Support and guide internal teams with best sponsor and site contact management processes

Address bounce emails as needed to ensure site users receive the login credentials needed

Complete and review required training courses and Standard Operating Procedures and SWI documentation

Assist in tracking error trends across applications to improve the internal and external user experience

Maintain departmental metrics

Flag potential issues to management or project management teams

Provide suggestions for change and improvements to internal processes

Perform ad-hoc testing as needed

OTHER DUTIES AND RESPONSIBILITIES:

the duties and responsibilities listed in this job description represent the major responsibilities of the position. Other duties and responsibilities may be assigned, as required. ERT reserves the right to amend or change this job description to meet the needs of ERT. This job description and any attachments do not constitute or represent a contract

Qualifications

QUALIFICATIONS AND SKILLS NEEDED:

Education:

Bachelor's degree preferred and or prior work experience.

Experience:

Effective written and verbal communication skills

Computer skills with knowledge of MS Office

Ability to extract pertinent information from email communications, spreadsheets, databases, portals and study documentation

Effectively communicate via email messages with internal and external clients

Strong attention to detail

Complete work accurately and within deadlines

Ability to perform in depth investigation and analysis to problem solve

Good organizational and time management skills

Actively participate in group & team meetings

Ability to work on a team or independently

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