External Applications Associate

1) Position Summary:  The External Applications Support Team manages the overall process of issue management and support for our customers (Sponsor /CRO/Investigator/internal user).

The Support Coordinator will understand the needs of the users, analyzes their requests, takes the appropriate action to resolve issues, if needed, and provides timely answers.  This role will require cross-training to ensure an overall knowledgebase to perform the necessary tasks.

The Support Coordinator will ensure timely and comprehensive communication with our external and internal users.

2) Key Roles & Responsibilities:

• Review User Access Request Form received from client and internal teams for accuracy
• Submit User Access Request in IT Central
• Follow applicable departmental Standard Operating Procedures and Work Instructions
• Manage day-to-day tasks ensuring quality and productivity
• Complete required trainings according to required timelines 5
• Ensure timely escalation and issue resolution

3) Education & Experience:

Minimum

High School or Equivalent

Years of Experience Required: 0 years

Experience Required:

• Demonstrated ability to plan, prioritize, organize and communicate effectively
• Demonstrated ability to pay attention to detail
• Strong interpersonal skills with ability to work well with others
• Ability to deliver consistent high-quality work
• Ability to handle multiple tasks in a timely and professional manner under demanding conditions

Preferred

Bachelors Degree

Years of Experience Required: 0-1 years

Experience Required:

• Applications Support knowledge
• Project Management knowledge
• Customer Service experience
• Local language/s in addition to English language

4) Special Required: Experience and expertise in Microsoft Office tools, notable Outlook, Excel, Teams, PowerPoint, Edge and OneNote

5) Problem Solving: Use the available knowledge base and understanding of the applications, user access management and internal processes to complete tasks without supervision.

6) Decision Making:

• Act as a first contact for Internal and external client with extensive knowledge of functional team activities, tools and deliverables
• Performs troubleshooting to resolve issues in a timely manner.
• Gather, investigate, and research background materials to gain an understanding of various subject matters and systems.
• Ensure regulatory requirements and corporate policies are incorporated into, and adhered to, in the delivery of support to internal and internal customers.
• Build and maintain relationships with the internal and external user community.
• Understands cross-functional business processes and priorities across the organization.
• Liaise with internal collaborators as needed for routing or escalation purposes as required by the scope of work.

7) Personal Interactions and interpersonal skills: Work will be conducted by email, phone, or virtual meetings to:

• Answer queries in a timely and professional manner.
• Provide appropriate support according to each unique scenario.
• Know when to escalate accordingly to the next level of support as needed.
• Contribute efficiently and accordingly to the team repositories and process needs.