Responsibilities:

- Resolving complex issues, managing escalated ticket workflows, supporting site operations, and collaborating across global teams to ensure system stability, compliance, and optimal user experience.

1. Data corrections and process validation

2. Visit activation and triggering workflows

3. System behavior validation and issue replication

4. Support performance troubleshooting and environmental stability initiatives.

5. Partner with cross functional teams for complex tickets and defect resolution.

6. Leverage tools such as PDS, KBAs, and eCOA guidelines to support efficient troubleshooting and improved user experience.

- Ticket & Workflow Management

Job Requirements:

- 5+ Years experience in application/systems support within clinical platforms-ECD, eCOA (required)

- Strong troubleshooting and analytical skills for complex technical and functional issues

- Proficiency with ServiceNow (SNOW), Jira, or similar ticketing tools

- Understanding of system integrations, data flows, and production support

- Ability to manage multiple priorities in a fast-paced environment

- Strong communication skills supporting global stakeholders

- Experience with documentation, knowledge base, and training materials

- Ability to work in a 24/7 support model, including on-call

- Proven collaboration across cross-functional teams

- Familiarity with SOPs, compliance, and regulated environments