Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Associate Clinical Systems Support Specialist

Job Description:

Thermo Fisher Scientific is providing a fantastic opportunity for experienced professionals to join the IT Clinical Systems Support (CSS) in Manila, whose primary responsibility is to provide end-user driven IT support for the clinical systems relevant to clinical research Phases I to IIIb.

Major Job Responsibilities:

• Working in a global team environment to troubleshoot and resolve clinical application and clinical system issues.
• Providing technical support to Investigator Site staff, Sponsor users, and Clinical Research Group’s (CRG) various clinical development teams.
• Performing administrative tasks such providing system and user accesses and granting corresponding privileges.
• Managing the corresponding tickets within the prescribed ticketing system and ensuring proper documentation within those tickets.
• Accepting calls and chats to respond to more important and urgent requests or concerns.
• Working closely with life-science organizations personnel (doctors, nurses, clinical trial associates and etc.).
• Coordinating with colleagues, with Seniors team, and the Management team within the Clinical Systems Support (CSS) team.
• Partnering with other teams within the CRG’s IT department as well as with other operational departments in providing system resolutions.
• Ensuring consistency, accuracy, and high quality of data input by adhering to the prescribed Service Level Agreements and Key Performance Indicators such as Productivity and Quality.
• Participating in the development and regular maintenance of the internal work instructions and knowledge base articles.

Desired Knowledge, Skills, and Abilities:

• Must have experience in an IT support environment or any teams where communication with users and various stakeholders are done on a regular basis.
• Must be able to demonstrate strong verbal and written communication skills in English.
• Must have customer-oriented approach.
• Must possess excellent organizational skills and multitasking abilities.
• Must have strong affinity to working efficiently with colleagues.
• Must have experience with Microsoft 365 suite including Teams, Outlook, Excel, Word, and PowerPoint.
• Ability to learn new things and apply the knowledge in a fast but efficient manner.
• Ability investigate and resolve problems with software applications.
• Basic knowledge of clinical research and clinical systems used in clinical research (Medidata, Veeva Vault, etc.) will be considered as an advantage but not mandatory.
• Must have a strong career development framework.
• Must have the interest and motivation to develop in the field of healthcare information technology and IT system support.
• Flexibility to work on shifts.

Working Hours:

• Early APAC to EMEA Business Hours

Working Scheme:

• Hybrid