10 Signant Health Jobs

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Signant Health is a global evidence generation company. Were helping our customers digitally enable their clinical trial programs, meeting patients where they are, driving change through technology and innovations and reimagining the path to proof. Working at Signant Health puts you in the very heart of the world’s most exciting sector - a high-growth, dynamic company in an extraordinary industry. We innovate the leading-edge of clinical research data. We do it faster, better and with an eye on the future of our industry.

Role Purpose:

We are seeking an experienced Help Desk Knowledge Manager to oversee knowledge management activities within our support team. This role will collaborate with AI-driven Tier 0 systems to ensure seamless integration of knowledge, optimize troubleshooting processes, and enhance the overall user experience. The ideal candidate will be responsible for managing and maintaining knowledge repositories, creating content, and ensuring that AI-driven Tier 0 support can effectively resolve common issues in SH systems. You will play a key role in ensuring that the help desk team has access to accurate and up-to-date information to support SH products efficiently.

Key Responsibilities:

• Knowledge Management: Develop, implement, and maintain knowledge management practices related to clinical trial products and support processes. Ensure that the knowledge base is current, accurate, and user-friendly.
• AI Tier 0 Collaboration: Work closely with AI Tier 0 systems to ensure the knowledge base is integrated effectively. Monitor AI interactions with users, identifying gaps in automated support and collaborating with AI specialists to optimize content and processes.
• Content Creation and Optimization: Create, update, and optimize support articles, FAQs, troubleshooting guides, and training materials for clinical trial software and systems, ensuring they align with both user needs and AI capabilities.
• User Experience Enhancement: Regularly assess and improve the knowledge management system to ensure it is accessible, effective, and optimized for both human agents and AI-driven Tier 0 support. Focus on reducing escalations by empowering users to resolve issues independently.
• Training and Support: Provide training and ongoing support to Tier 1 help desk agents on knowledge management practices and new tools or content. Ensure help desk staff can leverage the knowledge base effectively to resolve complex issues.
• Incident Analysis and Reporting: Analyze recurring issues and feedback from users and AI-driven support, identifying opportunities to expand or enhance the knowledge base. Collaborate with stakeholders to address knowledge gaps.
• Process Improvement: Continuously evaluate the performance of the AI Tier 0 system and knowledge base. Identify areas for improvement to streamline support and reduce resolution times.
• Collaboration with other SH teams: Partner with all SH departments and other stakeholders to ensure that the knowledge base accurately reflects the latest SH product features, best practices, and regulatory requirements.
• Documentation Standards: Ensure knowledge content adheres to internal documentation standards, regulatory guidelines (e.g., GxP, 21 CFR Part 11), and organizational best practices.

Required Skills and Qualifications:

• Experience in Knowledge Management: At least 3-5 years of experience in knowledge management, ideally in an IT or clinical trial environment.
• Clinical Trial Product Knowledge: Strong understanding of clinical trial management systems (CTMS), electronic data capture (EDC), clinical trial software, and related technologies.
• AI Integration: Experience working with AI-driven tools, especially those used in support or help desk environments. Knowledge of how AI Tier 0 systems function and how knowledge management systems can enhance AI performance is highly desirable.
• Technical Writing Skills: Proven ability to create clear, concise, and effective knowledge articles, troubleshooting guides, and training materials tailored to both technical and non-technical users.
• Analytical Skills: Strong analytical and problem-solving skills to identify knowledge gaps and areas for process improvement.
• Collaboration and Communication: Excellent communication and interpersonal skills, with the ability to collaborate with cross-functional teams, including clinical trial personnel, IT specialists, and AI developers.
• Regulatory Awareness: Knowledge of regulatory standards and guidelines (e.g., 21 CFR Part 11, GxP) relevant to clinical trial products and IT systems.
• Project Management: Ability to manage multiple projects, prioritize tasks, and meet deadlines in a fast-paced, dynamic environment.

Preferred Qualifications:

• Healthcare or Clinical Trial Experience: Background in healthcare or clinical trials is a significant plus.
• Familiarity with AI Tools: Experience working with AI-driven knowledge management tools or virtual assistants (e.g., chatbots, automated ticketing systems).
• Advanced Degree: A degree in Information Technology, Healthcare, Life Sciences, or related fields is a plus.

Education:

• Bachelor's degree in Information Technology, Healthcare, Life Sciences, or a related field. Relevant certifications in knowledge management or clinical trial systems are a plus.