Junior System Administrator
Premier Research helps highly innovative bio-pharmaceutical and medical device companies transform life-changing ideas into reality. We take on the most challenging areas of study, with a special focus on unmet needs in such areas as analgesia, CNS, rare diseases, medical device and diagnostics, and pediatric research.
We’re looking for a talented and energetic Junior System Administrator (Study Administrator, EDC & User Support, Data Management) to join our team office based in Wokingham, Berkshire!
Working at Premier Research means being an individual - you will be recognized for what you do and you will truly have an impact. You will be working in a friendly environment with colleagues who are genuinely supportive regardless of location or seniority.
Premier Research is on an exciting journey - there is a true buzz throughout the company, so come and be part of it!
The Junior System Administrator (Study Administrator, EDC & User Support) provides global Clinical Software User Support to both internal Premier-Research staff and all external users across multiple time zones and countries. You will ensure timely delivery of a quality technical and User Support service to internal and external customers.
We are ideally hoping to recruit recent Graduates looking to embark on their first employment as training will be provided on the job for this position.
You will assume responsibility for ensuring that the User Support function delivers on all aspects of its function including but not limited to:
Service Desk ticket triage, assessment, escalation and resolution
Training material as necessary
As part of the global team you will be interacting with colleagues across the organization in multiple time zones to ensure the efficient operation of all aspects of the EDC User Support function.
This is a hands-on role that requires effective personnel management skills.
You will be expected to actively contribute to, share ideas on and deliver process and technical improvements in line with departmental and organizational objectives.
The Study Administrator, EDC and User Support will:
Ensure timely delivery of a quality technical support service
Deliver and Maintain User account, Patient account, access to applicable software modules
Foster a customer focused EDC User Support culture
Manage study start-up activities with vendor and URL configuration, including eLearning
Identify gaps in process and create necessary training.
You will be accountable for this:
Responsible for the day-to-day management of the EDC User Support staff, ensuring efficient operation of all aspects including staff availability ticket resolution but also with regards to the end user and the ability to assist the technical infrastructure including, but not limited to:
Ensuring Service Desk incidents are triaged and assigned on a timely basis
Act as escalation point for all requests
EDC User Support process and procedure development and implementation
Take on a wider customer service role
Report to Manager on any issue that could significantly impact the business
Suggesting potential improvements to the global end user support experience relative to security, business continuity, service delivery, etc.
Be an active member of the Data Management team and actively contribute to the efficient operation and ongoing improvement of the processes related to this team.
There will be the expectation, and requirement, to work outside of normal business hours on occasion. Some travel will be expected and occasionally internationally.
You'll need this to be considered:
Undergraduate degree or its international equivalent in science, preferably Computer Science. Demonstrable experience will be considered as a substitute.
Demonstrable experience of implementing process and procedures
Demonstrable experience of incident and problem root cause analysis and trend identification
Experience in many of the following Software Systems is an advantage but NOT essential: Microsoft Office, Adobe Acrobat, Internet Explorer, Firefox, Google Chrome, SharePoint, Medidata Rave, and DataLabs.
Experience at working with the MS Office Suite.
Familiarity working and supporting a global, distributed, multi-language environment
Clinical drug development or other highly regulated industry background preferred
Expertise - preferred - NOT essential
Microsoft Windows Operating Systems e.g. XP/7/8.1/10
Microsoft Office 2003/2010/2013/2016
AD account administration
User account provision