Provide Tier 2 Help Desk support, handling incoming requests via chat, chatbot, email, and phone, and managing the full incident resolution process in the ticketing system
Train Tier 1 and Tier 2 support staff on diagnosing and resolving issues related to the IRT/RTSM system
Create, update, and maintain documentation: Knowledge Base articles, eLearning modules, practical exercises, and training materials for all support levels (CSHD, IRT Help Desk, IT Support)
Identify and escalate tickets requiring intervention at Critical, Urgent, High, Medium, or Low priority levels, in line with escalation procedures
Communicate with end users (IRT End Users) and monitor the complete resolution of their requests
Analyze incident management system reports to identify recurring issues and root causes, and report findings to the IRT team for process improvements
Provide administrative support for studies and sites after project launch
Proactively communicate with IRT team members, Supply Chain Study Leads, and Clinical Development teams to ensure study integrity
Execute manual drug dispensing and verification orders for sites when needed, using the IRT system
Prepare ad hoc reports, Study-Specific User Manuals, and Knowledge Base materials as required
requirements-expected :
Minimum 2–3 years of experience working with RTSM/IRT systems (Randomization & Trial Supply Management / Interactive Response Technology)
Good understanding of clinical trial processes, particularly randomization, IMP inventory management, resupply, site operations, and patient handling
Experience working in a Help Desk / IT Support model (Tier 2 or higher preferred)
Experience with ticketing systems and processes related to Incident Management and Service Request Management
Understanding of clinical trial standards and processes (ICH-GCP, randomization, resupply, site management)
offered :
Long-term cooperation
Possibility to choose preferred type of cooperation (regular job contract with all benefits or flexible B2B contract)
Technical trainings, certificates and upskilling
Competence Center mentoring- you will be a member of CC community from the first day of your work. You’ll have a chance to develop your skills, participate in various conferences and share your knowledge and experience with people who face the same challenges in their daily work
Clear career path
Employee benefits package
Friendly work atmosphere, social events and team-building meetings
