Suvoda is a global clinical trial technology company shaping digital experiences that enable clinical trial sponsor and site professionals to take full command over the inherent logistical complexity behind mission-critical and time-sensitive patient interactions in life-sustaining studies for therapeutic areas such as oncology, central nervous system, and rare disease.
Supporting clinical trials means supporting unique experiments that are inherently complex, high-stakes, and dynamic. It is imperative that Suvoda staff working with clients, end-users, or the systems that client and end-users interact with understand the clinical trial industry, regulations, Suvoda’s software products and processes, and especially the specificities of the unique trial in question before taking any actions they may alter the data of the system in question.
Main responsibilities:
- Primary escalation point for the Suvoda Customer Care team on complex eCOA support issues requiring input from the project team or product development to resolve; troubleshoot escalated issues, identify resolutions , and create Product Support Request when needed.
- Work with assigned clients and project teams responsible for the delivery of eCOA for clinical assessment data collection
- Responsible for overall maintenance of eCOA systems, including oversight of the support process, identification and mitigation of potential issues/risks, and working with the client and other vendors to ensure success using the Suvoda IRT/eCOA system. (inclusive of all modalities)
- Provide direct oversight of other delivery team members as necessary in their performance of related eCOA maintenance duties
- Lead implementation of system change controls for studies during maintenance phase pertaining specifically to eCOA bugfixes. Coordinate with Product Development to advise on the Services needs related to Product updates or fixes.
- Assist with updates to study FAQ documents, used by the customer care team to handle support inquiries and issues, and with maintenance of the FAQ template for eCOA related features/support request.
- Responsible for the system training materials including manuals, walk through videos, and presentations.
- Proactively identify trends in support data and determine the root cause for repeated/frequent support issues; work with the Project Manager, eCOA Practice and other service team members as required to identify and implement solutions Conduct eCOA data cleaning and data management activities for study interim locks and final locks.
- Act as subject matter expert on formatted eCOA data delivery for ISCs or services teams engaged in setting up eCOA data deliveries
- Consult to services delivery teams on topics related to data changes and DCF configuration considerations; consulted on FAQ documentation where complex data management needs exist
- Primary escalation point for the Suvoda Customer Care team or eCOA TC on complex eCOA support issues related to data confirmation, data delivery, or data cleaning; troubleshoot escalated issues, identify resolutions, and create Product Support Request when needed.
- Act as primary expert services teams can leverage to directly engage customer when questions related to data formatting, data management, data cleaning, data reconciliation or data correction arise during study build and maintenance period.
- Collaborate with eCOA Delivery Lead, eCOA Technical Consultant, Customer Support and Product Development teams on the evolution of data management processes and tools within Suvoda
Requirements:
- Bachelor's degree or equivalent experience required
- Interpersonal and communication skills
- Time management and organizational skills
- Analytical thinking
- Ability to understand technical systems and perform troubleshooting
- Creative problem solving
- Attention to detail
Experience Level
- 2+ years of experience in eCOA/IRT or related field preferred
- 1+ year of data management related work responsibilities
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As set forth in Suvoda’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
If you are based in California, we encourage you to read this important information for California residents linked here.
Skills Required
- Bachelor's degree or equivalent experience
- Experience in technical support, customer support, software operations, or issue resolution
- Strong troubleshooting and analytical skills
- Ability to understand technical systems, workflows, and data
- Excellent written and verbal communication skills in English
- Strong organizational and time-management skills
- Ability to manage multiple priorities in a dynamic, fast-paced environment
- Excellent attention to detail
- Ability to explain technical concepts clearly to non-technical audiences
- Proactive, customer-focused, and solution-oriented approach
- Experience with eCOA, IRT, EDC, SaaS, or clinical trial technology
- Experience with enterprise software applications
- Basic SQL or database knowledge
- Experience with ticketing systems and change control processes
- Experience supporting international clients
- Knowledge of clinical trial processes or regulated environments
- 4+ years of relevant experience
What We Do
Suvoda’s sole focus is to offer the industry’s leading SaaS solution for randomization and trial supply management. Suvoda’s Interactive Response Technology (IRT/IWRS) with Trial Intelligence combines the flexibility of a custom solution with the speed of a configurable platform, offering 4-6 week deployment, reimagined reporting, and easy integration.
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