Clinical Community Analyst

Job Overview

Performs routine and non-routine system administration, and tier 2 end-user support with an increased focus on technical/complex support tasks. May support internal and external customers. May participate in and lead special projects. May mentor less experienced team members and serve as a SME in a cross-functional capacity within IT teams.

Essential Functions

• Fulfill end-user requests for non-routine and complex/technical tasks.
• Provide guidance to end-users on application functionality and procedural topics that are within assigned remit.
• Escalate end user requests and incidents to higher level support staff or management in accordance with the escalation path for the assigned system or process.
• Contribute and implement ideas to improve overall quality and efficiency of systems and processes. Act as a change advocate.
• Maintain compliance with SOP, training, time reporting requirements, other procedures, and applicable regulatory requirements.
• As assigned, perform system/process checks, QC tasks and applicable follow-up actions.
• Perform system User Acceptance Testing (UAT), informal testing or validation as assigned.
• Participate in or lead training design activities or perform training delivery for end-users within the assigned remit.
• As guided by senior team members: produce and maintain support materials used by the team, for example email templates and process checklists based on approved procedures.
• As relevant for assigned projects, collect objective activity measurements, report to management, and suggest/implement ongoing improvements in alignment with the organization's strategy.

Qualifications

• Bachelor's Degree in Computer Science, a related field, or equivalent experience required.
• Critical to be a great listener who communicates obsessively with the customer.
• Forecasting and measuring are must-have skills to track where the product is in terms of timelines, spend and road map prioritization.
• Ability to work independently in a fast-paced environment, with little direct supervision.
• Extraordinary analytic, problem solving, written/oral presentation skills.
• Technical skills to translate business requirements into terms that developers and testers can understand.
• Aptitude for synthesizing complex data into key components that drive informed decisions.