Found Description
We are looking for a **Senior Support Analyst** to join our team and perform business analysis activities related to the support of clinical studies.
The Senior Support Analyst will collaborate closely with the Support team, Third Party Help Desk, and stakeholders and operate with interactive communications, showcasing high levels of inclusion and cultural sensitivity. This role is pivotal in ensuring our team can efficiently scale up to support an increasing number of clinical trials.
**Responsibilities**
- Analyze and investigate requests including production incidents and internal requests
- Communicate and consult with Subject Matter Experts and stakeholders
- Maintain and update knowledge base articles
- Contribute to process and workflow improvements
- Resolve escalated tech stack issues within established timelines
- Collaborate with L4 teams and vendors to ensure issue resolution
- Manage tickets and adhere to SLA-based response and resolution times
The Senior Support Analyst will collaborate closely with the Support team, Third Party Help Desk, and stakeholders and operate with interactive communications, showcasing high levels of inclusion and cultural sensitivity. This role is pivotal in ensuring our team can efficiently scale up to support an increasing number of clinical trials.
**Responsibilities**
- Analyze and investigate requests including production incidents and internal requests
- Communicate and consult with Subject Matter Experts and stakeholders
- Maintain and update knowledge base articles
- Contribute to process and workflow improvements
- Resolve escalated tech stack issues within established timelines
- Collaborate with L4 teams and vendors to ensure issue resolution
- Manage tickets and adhere to SLA-based response and resolution times