Technical Consultant I

Suvoda is seeking a Technical Consultant I to support clinical trials by managing Interactive Response Technology systems and ensuring successful client interactions. 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.

• •Work with assigned clients and project teams responsible for the delivery of Interactive Response Technology (IRT) for randomization and drug supply management
• •Responsible for overall maintenance for the team’s IRT 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 system
• •Lead implementation of system change controls for studies during maintenance phase
• •Manage the design of study data integration specifications between the IRT system and other eClinical solutions
• •Create data review plans for each of the team’s IRT systems and ensure that reviews are completed on time per the plan
• •Create and maintain the study FAQ documents, used by the customer care team to handle support inquiries and issues
• •Responsible for the system training materials including manuals, walk through videos, and presentations
• •Work with the client study team to setup the IRT system data upon system go-live
• •Primary escalation point for the Suvoda Customer Care team on complex support issues requiring input from the project team to resolve; troubleshoot escalated issues and identify resolutions
• •Create and distribute support and maintenance reports for each of the team’s IRT systems to both internal Suvoda team members and the client’s study teams, as required
• •Proactively identify trends in support data and determine the root cause for repeated/frequent support issues; work with the Project Manager and other 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
• •Travel to client sites to attend meetings and conduct user training sessions
• •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 product and processes
• •Perform other related duties as required