Configuration Specialist I | Pune

This role reports to the Manager, eTMF Implementation, a part of 24/7 online Service Desk, Configuration Specialist I will provide application support to end-users (Client/Internal) by performing task requested by requester, by analyzing the requirement and working towards its fulfillment. Tasks may include new work space configuration, work space changes, by analyzing the request, client production setup, suggesting changes to appropriate, as needed, quality checks, test functionalities, guiding users through step-by-step solutions. Solutions may include,

but are not limited to resolving access issues, setting up the study work space, configuration validation, menus, and functional queries. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This position will perform related work as required.

JOB DESCRIPTION:

Configuration of application settings in Trial Interactive as per project requirements

Deliver exceptional service and support to end-users using an online Service Desk ticketing system

Interact with requesters (internal, client) as per the tickets to provide and process information in response to received queries, concerns or requests, about our products and services

Perform QC of the configuration settings by following standard process

Identify and escalate priority, quality testing issues to appropriate resources, teams, as applicable

Accurately process and record the communication on the Service Desk ticketing tool

Follow-up timely and make calls backs as scheduled, where necessary

Stay current with system information, changes and updates

Follow standard process and procedures

Perform cross functional activities such as validation and configuration manual mapping exercises, when needed

Occasionally serve as the primary point of contact for clients undergoing the onboarding/configuration process

Monitor and communicate project progress, ensures strict adherence to deadlines and ultimately produces high quality deliverables

Represent the eTMF configuration team as Subject Matter Expert (SME) as requested

Complete all other tasks that are deemed appropriate for the role and assigned by the manager

REQUIRED SKILLS

Superior written and spoken communication skills in English

Strong analytical skills

Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)

Knowledge about the computer fundamentals, web applications and browsers

REQUIRED EXPERIENCE AND QUALIFICATIONS

Minimum Bachelor’s degree or its equivalent

Experience creating and delivering client presentations

Strong Computer fundamentals with basic knowledge about Internet, Browsers and MS Office Suite

DESIRED SKILLS AND EXPERIENCE

Fresher with Bachelor’s degree in computer science or One year of IT service Desk\Helpdesk\Technical Support\US customer support experience

Electronic Trial Master File (eTMF), Shared Workspace (SWS), and Document Management System (DMS), among others

Experience in the Life Sciences industry (pharmaceutical, biotechnology or CRO experience preferred)

Able to multitask in a fast-paced environment

Work well with people from a variety of different backgrounds and cultures

Build relationships with clients and co-workers

Can work independently and as part of a team

Take active measures to solve problems and commit to a high level of service