Description

Job Responsibilities

• Proficient in assigned solutions including Smartsheet, Excel, and other ad hoc reporting systems understanding the capabilities of the system(s) or dashboard, underlying data, and reporting capabilities. Responds to customer support inquiries in a timely manner. Develops knowledge based on previous inquiries and information shared by business or system experts.
• Advanced proficiency in Smartsheet platform, independently build, manage, support, and enhance Smartsheet solutions.
• Developing scalable workflows, dashboards, automations, and reporting, while also providing user support, troubleshooting, and ongoing optimization across teams.
• Participates and/or supports new projects as required for clinical system or clinical reporting. This includes understanding requirements, process considerations and collaborating on the requested solution. Participates and/or supports the testing and validation efforts to ensure quality. Supports analysis of findings and retesting once resolved.
• Run and disseminate routine reports. Updates report based on business feedback or enhancement request. Provides a review of changes and updates data where required.
• Reviews and responds to requests for ad hoc metrics or reporting requests.
• May develop dashboard or customized queries in support of specific reporting requests, partnering with senior team members as needed.
• Deliver prompt and efficient user support, investigating and resolving reported data discrepancies and issues. Collaborate with higher support tiers or senior team members to address complex technical or data-related issues as required.
• Active involvement in training efforts for internal and external customers. Develop and maintain training materials to ensure user understanding and proficiency.
• Responds to Service Desk tickets routed to the department system queues. Consistently keep users and support tickets updated with troubleshooting details and ongoing research progress until a resolution is reached.
• 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 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 communicate impact, and brings to a timely resolution.
• Performs other work-related duties as assigned.
• Minimal, non-routine travel may be required (up to 10%).

Get to know Syneos Health

Over the past 5 years, we have worked with 94% of all Novel FDA Approved Drugs, 95% of EMA Authorized Products and over 200 Studies across 73,000 Sites and 675,000+ Trial patients.

No matter what your role is, you’ll take the initiative and challenge the status quo with us in a highly competitive and ever-changing environment. Learn more about Syneos Health.

http://www.syneoshealth.com

Additional Information

Tasks, duties, and responsibilities as listed in this job description are not exhaustive. The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above. Further, nothing contained herein should be construed to create an employment contract. Occasionally, required skills/experiences for jobs are expressed in brief terms. Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees. The Company is committed to compliance with the Americans with Disabilities Act, including the provision of reasonable accommodations, when appropriate, to assist employees or applicants to perform the essential functions of the job.

Summary