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Help Desk Support Analyst - United States  

Company managed [?] Still accepting applications

Posted on : 08 May 2017

Project Description

Job Description 
  • Our company is the trusted leader in clinical trial management innovation and therapeutic expertise, is looking for intelligent, creative and dedicated professionals to join our growing Financial Life-cycle Solutions team!  
  • We employ cutting edge technology to provide our customers with industry leading solutions and are currently seeking to fill the position of Help Desk Support Analyst.
  • We are company that values passionate professional who are ready to share their knowledge and innovation to support successful clinical trials.  
  • Our company has developed a one of a kind, innovative SaaS product to facilitate grant payments to Healthcare Providers that participate in clinical trials.
  • Our SaaS-based offering targets ARO/CRO/Pharmaceutical/Biotech/Medical Device companies.



Primary Responsibilities 
  • Support deployment of cloud-base SaaS products (post-implementation):  
  • Provide best practice coaching for clients and partners 
  • Support daily operations for assigned partners and implementations, including schedules, time tracking, and case routing where needed 
  • Track support level and customer satisfaction metrics; Ensure the support SLA's are being achieved and exceeded; Identify opportunities to improve metrics and team efficiency based on results of reporting and analytics 
  • Conduct quality & product usage checks to ensure partner & product satisfaction expectations are being satisfied for partners and that a high level of service is being delivered 
  • Maintain issues logs and status reports within internal tracking system (ServiceNow) 
  • Able to replicate reported issues in a test environment and summarize issues accurately and succinctly in QA steps; develop and execute robust and creative test case scenarios 
  • Collect, understand, and articulate basic to complex partner requirements and understand how to translate business requirements into configuration options and business process changes 
  • Help the end-users understand the products and reduce the load on the help desk after the deployment  



Working conditions: 
  • Travel: 0-5% 
  • Lifting: 0-10lbs 
  • Other: Computer work for long periods of time.
  •  Light to medium phone calls.   


Required Skills 
Education:  
  • Bachelor’s degree in Information Technology or Computer Information Systems is preferred  


Additional skill set:
  • Ability to provide creative solutions to customers to address feature gaps, to display original thinking, and to develop innovative approaches and ideas 
  • Ability to express technical problems and solutions that the average end user can understand 
  • Ability to maintain a positive attitude in general and evoking an attitude of service toward the customer 
  • Ability to document decisions and actions problem resolution in clearly written and comprehensive manner 
  • Strong verbal, written and effective communication skills.   



Required Experience 
Experience:  
  • Strong background in SaaS deployment and support required 
  • Background in Healthcare IT processes preferred