Clinical Solutions Operations Specialist - Serbia or South Africa at Syneos Health Clinical Solutions

Description

We are currently looking for a Clinical Solutions Operations Specialist, based in Serbia or South Africa.

Syneos Health is the only fully integrated biopharmaceutical solutions organization purpose-built to accelerate customer success. We lead with a product development mindset, seamlessly connecting our capabilities to add high-value insights to speed therapies to patients and provide practical value to help our customers achieve their objectives.

Our Clinical Development model brings the customer and the patient to the center of everything that we do. We are continuously looking for ways to simplify and streamline our work to not only make Syneos Health easier to work with, but to make us easier to work for.

Whether you join us in a Functional Service Provider partnership or a Full-Service environment, you’ll collaborate with passionate problem solvers, innovating as a team to help our customers achieve their goals. We are agile and driven to accelerate the delivery of therapies, because we are passionate to change lives.

Discover what our 29,000 employees, across 110 countries already know: 
WORK HERE MATTERS EVERYWHERE

Why Syneos Health

We are passionate about developing our people, through career development and progression; supportive and engaged line management; technical and therapeutic area training; peer recognition and total rewards program.
We are committed to our Total Self culture – where you can authentically be yourself. Our Total Self culture is what unites us globally, and we are dedicated to taking care of our people. 
We are continuously building the company we all want to work for and our customers want to work with. Why? Because when we bring together diversity of thoughts, backgrounds, cultures, and perspectives – we’re able to create a place where everyone feels like they belong.
Job responsibilities

• Establishes partnerships with key business liaisons and ensures communication and sharing of information by responding to customer support inquiries regarding systems & processes. Develops increased knowledge for remedy of questions or issues based on previous inquiries or solutions. Proficient in all modules and capabilities of the systems and underlying data / reporting. Active involvement in training efforts for internal and external customers.
• Leads and/or supports new projects as required in the area of Qualification, Metrics, Reporting and/or Analytics. This includes requirements gathering and liaising with (Business Technology) BT or other partners to identify and plan for longer-term needs. Leads and/or supports the testing and validation efforts of associated systems under the Business Unit remit.
• Provides a quality check to identify issues or inconsistencies within reporting and analytics. Works to investigate issues and implement timely action plans to address these. Reviews and relays feedback from the Business Units on suggested tool enhancements or process revisions.
• Works to assist all team members by running and disseminating routine reports such as Resourcing-related, monitoring metrics, qualification metrics and/or Sponsor Specific or Business Unit Specific reports. Provides a review of changes and updates data where required.
• Develops customized queries in support of specific reporting requests, partnering with Senior / Lead Clinical Solutions Operations Analyst or applicable Business Unit leadership.
• Oversees the maintenance of the CV / Experience database or other tools, reviews and responds to Business inquiries, analyzes reporting data for internal and external customers and supports quality control efforts to ensure the database is in line with corporate experience.
• Manages oversight of Service Desk tickets routed to the Department system queues and requests entered into CMQOS. Supports customer service efforts in terms of response times and follow up. Works directly with the Department Management team, BT, HR, Business Units etc. to escalate or research any issue.
• Collects reviews and presents quarterly metrics such as Service Desk ticket volume / resolution and system usage data, CV Compliance, resourcing tools enhancements & issues and monitoring and/or quality metrics. Presents information to respective management team and during team meetings, as requested.
• Maintains edit responsibilities for associated Business Unit intranet and SharePoint sites, ensuring that updates are made in a timely manner. Ensures quality control of data present on a routine basis.
• Attends meetings as required, preparing necessary updates and completing all assigned action items. Following up with appropriate Management and / or stakeholders as appropriate.
• Uses effective customer-oriented communication skills to respond to end-users, team members and Management promptly and within agreed upon timeframes, utilizing most appropriate method of communication based on urgency and type of information needed.
• Identifies issues for escalation and routes appropriately, exhibiting careful judgement in communicating issues.
• Exercises appropriate critical thinking / problem solving skills to identify and understand a problem, analyzes and communicates impact, and brings to a timely resolution.
• Performs other work-related duties as assigned.
• Minimal travel may be required (up to 25%).

Qualifications

What we’re looking for

• Bachelor's degree in Business, Information Technology, Computer Science, or equivalent education and/or extensive development experience preferred.
• Proficiency in Oracle E-Business suite.
• Proficiency in Microsoft Suite with strong Excel skills. High utilization of PC-based software packages for word processing, presentations, spreadsheets and graphics.
• Experience working with applications with database interoperability (SQL Server and/or Oracle) preferred.
• CRO or Pharmaceutical experience preferred.
• Moderate business analysis experience.
• Demonstrated ability to assist in gathering business requirements for projects, problems, and issues.
• Ability to be attentive to detail, flexible, open to suggestions, and possess good communication skills.