Lead, Production Support

Responsibilities

Supervisory

Act as a contact for department management regarding critical issues and special client considerations.

Provide overall direction and guidance to the Production Support team on a day-to-day basis

Champion and expert to the PSA team, providing advice and solutions.

Assume responsibility for their team performance and adherence to SLAs.

Assist department management in overall Production Support activities.

Ultimately responsible for any issues or problems within the team and make sure they are dealt with appropriately.

Performance management including reviews and conduct regular meetings with direct reports.

Escalation and Consultation

Maintains in-depth knowledge of study functionality to ensure data changes do not impact system integrity and functionality.

Serve as a point of escalation for support issues requiring additional research or troubleshooting when senior PSA unavailable

Perform ticket quality reviews to ensure adherence to quality standards

Draft, modify and execute SQL Data Scripts for viewing project data and system configuration

Suggest ways to mitigate risk from high-risk data changes.

Data Management and Verification

Draft and Execute SQL Data Scripts and Queries for database updates and reporting

Verifies data changes by using SQL scripts and ensures database updates are made in the spirit of the original request

Client Support

Create knowledgebase training articles and review articles created by PSAs

Develop new and existing tools to improve efficiency and client satisfaction

Provides support, training, and development opportunities to the team.

Reviews change requests for clarity, completeness, and impact.

Manages and continuously updates Production Support best practices.

Suggest and implements improvements to current processes

Organize own workspace and deadlines to ensure timely completion of tasks.

Perform other duties as required .

This position will require weekend and holiday coverage.

Authority

The role will have the ability to confer with internal study teams to make decisions regarding the proper process for making data changes and updates.

The role will have the authority to recommend compensation for team members for approval by management.

Accountabilities

Demonstrate efficient and accurate completion of all responsibilities.

Ensure all team members are participating in the achievement of Production Support goals and objectives .

Experience

10+ years’ experience in a user-facing role, with an emphasis on providing trouble-shooting assistance and technical support via the phone and email

3-4+ years of experience in clinical trials industry.

Support management experience preferred.

Proven experience and expertise in SQL scripts, as well as creating complex queries and stored procedures.

Previous experience working in a fast-paced, support-oriented environment.

Advanced knowledge of Microsoft Office applications (Outlook, Word, Excel, Visio, PowerPoint) and SQL.

Skills

Proven leadership and mentoring skills.

Ability to set individual and team goals, and to follow through to achieve goals.

Proven ability to handle multiple tasks in a deadline-oriented production environment.

Ability to identify and solve technical problems, and make decisions independently.

Able to work with no immediate supervision; ability to trouble-shoot to determine the source of a customer issue

Strong interpersonal skills with the ability to lead and work effectively with a wide variety of professionals, both internal and external.

Lead-by-example, showing adherence to best practices

Strong attention to detail and quality.

Excellent organizational and time management skills.