Title: Systems Analyst & Support Specialist
Daily Rate Contract role: Max €400/day all-inclusive
12 month contract
Hybrid in Cork
This is a key operational role within a global clinical technology function, providing high-level technical support for a market-leading eCOA platform. You will act as a bridge between technical data flows and clinical operations, ensuring that the platform’s mobile and web ecosystems function seamlessly for patients and site staff. This is a contract engagement ideal for a process-oriented specialist with a background in system automation and clinical data integrity.
Beyond daily operations, this role includes ownership of two critical efficiency initiatives:
Support Workflow Optimization: Audit and refine current triage and escalation paths to prepare the technical support environment for a future Salesforce integration.
Access Management Automation: Transition a manual user-provisioning process into a semi-automated workflow to reduce administrative burden while maintaining strict regulatory compliance.
Responsibilities
Tier 1 & 2 Technical Support: Serve as the primary escalation point for system queries from internal teams and global clinical trial sites, managing tickets within strict SLAs.
Platform Operations: Manage post-production testing for new trial deployments, monitor complex data flows, and proactively identify export failures or data delivery issues.
Data & Lifecycle Management: Oversee the user account lifecycle, ensuring access requirements are met and data flow integrity is maintained across system APIs.
Agile Project Coordination: Manage and configure JIRA boards for new study onboards, facilitating "Mini-Scrum Master" duties to ensure ticket progression and board hygiene.
Change Management: Coordinate and communicate system Change Request (CR) statuses between technical engineering teams and business stakeholders.
Technical Documentation: Develop Knowledge Base Articles (KBAs), job aids, and work instructions to standardize support across the organization.
Qualifications
Education: Bachelor’s degree in Computer Science, IT, or a related technical discipline (or equivalent experience).
Experience: Proven track record in technical system support, business systems management, or clinical data systems.
Tools: Proficiency with JIRA or similar Agile project management tools is highly preferred.
Regulatory Knowledge: Familiarity with GCP, 21 CFR Part 11, or other quality requirements governing clinical data is a distinct advantage.
Soft Skills: Strong logical thinking, high learning agility, and the ability to work effectively across diverse time zones and cultures.
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