System Analyst & Support Specialist - Atom5™

ABOUT ATOM5™

Atom5™ is a next-generation electronic Clinical Outcome Assessment (eCOA) platform purpose-built for hybrid and decentralised clinical trials at scale. The platform unifies Electronic Patient-Reported Outcomes (ePROs), video-based assessments, wearable device integrations, telemedicine capabilities, and eConsent workflows into a single mobile application. Machine learning powers continuous, real-time study-specific dashboards that enable faster, more responsive clinical decision-making.

ROLE OVERVIEW

This is a senior, high-impact role within the Clinical Trial Foundations (CTF) team. The Senior System Analyst & Support Lead will own the operational integrity of the Atom5™ platform — leading Tier 1 and Tier 2 support, driving strategic process transformation, and taking end-to-end ownership of the Salesforce Service Cloud implementation as the organisation's new incident and support management platform.

This role goes well beyond day-to-day support. It demands the maturity to shape support frameworks, lead cross-functional stakeholders, make independent architectural and process decisions, and deliver lasting operational improvements across a globally deployed clinical technology ecosystem.

KEY SKILLS & KEYWORDS

  Salesforce Service Cloud      Incident Management      Platform Implementation      eCOA      Tier 1/2 Support 

  Process Transformation      Workflow Automation      SLA Governance      Root Cause Analysis      GCP 

  JIRA Administration      User Lifecycle Automation      21 CFR Part 11      Agile / Scrum      API Integrations 

  Knowledge Management      Change Request Management      Clinical Data Pipelines      UAT      Stakeholder Leadership 

STRATEGIC INITIATIVES

1. Salesforce Service Cloud Implementation (Primary Initiative)

This role will take primary ownership of the end-to-end implementation of Salesforce Service Cloud as the organisation's new incident and support management platform. This is a business-critical programme requiring senior-level leadership.

•      Lead requirements definition, configuration, and deployment of Salesforce Service Cloud for Atom5™ support operations

•      Design incident categories, case routing logic, escalation workflows, and SLA rule sets within Salesforce

•      Partner with IT, Salesforce administrators, and vendors to deliver a production-ready, validated platform

•      Manage data migration from legacy ticketing systems, ensuring integrity and traceability throughout

•      Define acceptance criteria, lead UAT, and sign off on readiness for go-live

•      Develop training materials and lead onboarding of support staff and stakeholders to the new platform

•      Establish post-go-live governance: dashboards, KPI reporting, continuous optimisation cadence

2. Support Process Optimisation & Framework Design

•      Conduct a comprehensive review and redesign of existing Atom5™ support workflows ahead of Salesforce go-live

•      Standardise and document triage protocols, escalation paths, and resolution playbooks

•      Define, implement, and own support KPIs: SLA adherence, MTTR, first-contact resolution, and ticket deflection rates

•      Deliver a scalable, auditable support framework suitable for a GxP-regulated clinical environment

3. User Account Lifecycle Automation

•      Assess and redesign the end-to-end user account lifecycle — onboarding, role changes, and de-provisioning

•      Architect and implement automation or semi-automation solutions, with full compliance and audit trail

•      Ensure data integrity, access control governance, and regulatory auditability across all automated processes

•      Deliver updated SOPs and sustainable, low-maintenance operational workflows

KEY RESPONSIBILITIES

Tier 1 & Tier 2 System Support Leadership

•      Own and govern first- and second-line support operations for the Atom5™ platform

•      Troubleshoot complex incidents, lead root cause investigations, and drive systemic preventive measures

•      Set and enforce SLA standards; manage escalations and stakeholder communications for high-priority incidents

•      Analyse support patterns and feedback to identify systemic risks and drive structural improvements

•      Mentor and guide junior support staff; act as the senior escalation point for the team

Platform Operations & Atom5™ Expertise

•      Maintain authoritative knowledge of Atom5™ architecture, system configuration, data flows, and integrations

•      Oversee chatbot post-production testing and quality assurance for new clinical trial deployments

•      Monitor and govern data flows across EDB and CDB dashboards, ensuring integrity and downstream reliability

•      Lead proactive identification and resolution of data discrepancies, pipeline failures, and integration issues

•      Drive onboarding of new studies, geographies, and multilingual configurations at pace

User Account & Access Management

•      Govern user account lifecycle processes including specialised access workflows and privileged account management

•      Ensure full compliance with access control policies, audit requirements, and regulatory standards

•      Own and evolve API-driven automated data flows related to user provisioning and lifecycle management

JIRA & Workflow Governance

•      Administer and optimise JIRA boards for study configuration, data flow tracking, and change request management

•      Maintain workflow hygiene, enforce board standards, and ensure data integrity across all active projects

•      Lead in a Scrum Master capacity: facilitate sprint ceremonies, remove blockers, and drive delivery cadence

Change Request & Release Management

•      Own and lead Change Request (CR) processes end-to-end: triage, stand-ups, stakeholder communication, and closure

•      Ensure alignment between technical delivery teams and business expectations throughout the release cycle

•      Proactively manage release risks and dependencies across cross-functional stakeholders

Knowledge Management & Training

•      Own the Atom5™ knowledge management ecosystem: KBAs, SOPs, work instructions, job aids, and FAQs

•      Enforce documentation standards and ensure all content is current ahead of system releases

•      Lead user onboarding and training programmes for clinical trial sites and internal stakeholders

Quality, Compliance & Continuous Improvement

•      Lead validation and testing activities (UAT, regression, integration) for platform changes and new deployments

•      Represent the support function in internal audits and external regulatory inspections

•      Ensure adherence to GCP, 21 CFR Part 11, and other applicable clinical regulatory standards

•      Champion a continuous improvement culture; identify, prioritise, and deliver operational improvements proactively

SKILLS PROFILE