Technical Consultant

Our ideal Technical Consultant is someone who thrives in a fast-paced and dynamic environment, is savvy with technology, and takes initiative to seek out information and knowledge proactively. Our Technical Consultants work in conjunction with our project management teams to find effective and efficient solutions to complex client problems. 

Technical Consultant Responsibilities:

• 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 diagnostics plans for each of the team’s IRT systems and ensure that data diagnostics 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

Requirements: