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Technical Consultant, eCOA

Reports to: Delivery Lead, Senior Project Manager

Department: Services Delivery

Suvoda is a global clinical trial technology company shaping digital experiences that enable clinical trial sponsor and site professionals to take full command over the inherent logistical complexity behind mission-critical and time-sensitive patient interactions in life-sustaining studies for therapeutic areas such as oncology, central nervous system, and rare disease.

Supporting clinical trials means supporting unique experiments that are inherently complex, high-stakes, and dynamic. It is imperative that Suvoda staff working with clients, end-users, or the systems that client and end-users interact with understand the clinical trial industry, regulations, Suvoda's software products and processes, and especially the specificities of the unique trial in question before taking any actions they may alter the data of the system in question.

Responsibilities:

• Primary escalation point for the Suvoda Customer Care team on complex eCOA support issues requiring input from the project team or product development to resolve; troubleshoot escalated issues, identify resolutions, and create Product Support Request when needed.
• Work with assigned clients and project teams responsible for the delivery of eCOA for clinical assessment data collection.
• Responsible for overall maintenance of eCOA systems, including oversight of the support process, identification and mitigation of potential issues/risks, and working with the client and other vendors to ensure success using the Suvoda IRT/eCOA system (inclusive of all modalities).
• Provide direct oversight of other delivery team members as necessary in their performance of related eCOA maintenance duties.
• Lead implementation of system change controls for studies during maintenance phase pertaining specifically to eCOA bug fixes. Coordinate with Product Development to advise on the Services needs related to Product updates or fixes.
• Assist with updates to study FAQ documents, used by the customer care team to handle support inquiries and issues, and with maintenance of the FAQ template for eCOA related features/support request.
• Responsible for the system training materials including manuals, walk through videos, and presentations.
• Proactively identify trends in support data and determine the root cause for repeated/frequent support issues; work with the Project Manager, eCOA Practice, and other service team members as required to identify and implement solutions.
• Identify and assist with the implementation of process improvements for the services department.
• Assist the product team with the design and development of new features by providing feedback based on client requests and project experience.
• Assist the customer care team with providing support to system users in multiple countries via the telephone and email.
• Assist with the training of new staff members on the Suvoda eCOA product and processes.
• Perform other related duties as required.

Requirements

• Bachelor's degree or equivalent experience required.
• At least 1 year of experience in eCOA/IRT or related field preferred.
• Interpersonal and communication skills.
• Time management and organizational skills.
• Analytical thinking.
• Ability to understand technical systems and perform troubleshooting.
• Creative problem solving.
• Attention to detail.

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