Configuration Specialist II

7 days ago

Pune, India TransPerfect Full time

OVERVIEW

This role reports to the Manager, eTMF Implementation, as part of the 24/7 online Service Desk, Configuration Specialist II will provide application support to end-users (Client/Internal) by performing task requested by requester, by analyzing the requirement and working towards its fulfillment. Tasks may include new work space configuration, work space changes, by analyzing the request, client production setup, suggesting changes to appropriate, as needed, quality checks, test functionalities, guiding users through step-by-step solutions. Solutions may include, but are not limited to resolve setting up the client work space, configuration validation, menus, and functional queries. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This position will perform related work as required.

DESCRIPTION

 Configuration of workspace as per project requirements

 Deliver exceptional service and support to end-users using an online Service Desk ticketing system

 Interact with requesters (internal, client) as per the tickets to provide and process information in response to received queries, concerns or requests, about our products and request

 Perform quality checks of the configuration settings by following standard process

 Identify and escalate priority, quality testing issues to appropriate resources, teams, as applicable

 Accurately process and record the communication on the Service Desk ticketing tool

 Assist Configuration Specialist I with complex task and queries

 Take over additional task proactively and work as a backup for level I specialist, as and when needed

 Follow-up timely and make scheduled calls backs, where necessary

 Represent the eTMF configuration teams as Subject Matter Expert (SME) as requested

 Stay current with system information, changes and updates

 Perform cross functional activities such as validation and configuration manual mapping exercises, when needed

 Adhere to the standard processes and procedures

 Occasionally serve as the primary point of contact for clients undergoing the onboarding/configuration process

 Serve as the secondary point of escalation for issues regarding configurations and related client onboarding, after senior configuration specialist

 Mentor the junior team members

 Report identified inconsistencies on a particular assigned task

 Complete all other tasks that are deemed appropriate for the role and assigned by the manager REQUIRED SKILLS

 Good written and spoken communication skills in English

 Strong analytical skills  Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)

 Good knowledge about the computer fundamentals, web applications and browsers

REQUIRED EXPERIENCE AND QUALIFICATIONS

 Minimum Bachelor’s degree or its equivalent

 Experience creating and delivering client presentations

 Strong Computer fundamentals with basic knowledge about Internet, Browsers and MS Office Suite

DESIRED SKILLS AND EXPERIENCE

 One year of IT service Desk\Helpdesk\Technical Support\US customer support experience

 Electronic Trial Master File (eTMF), Shared Workspace (SWS), and Document Management System (DMS), among others

 Experience in the Life Sciences industry (pharmaceutical, biotechnology or CRO experience preferred)

 Able to multitask in a fast-paced environment

 Work well with people from a variety of different backgrounds and cultures

 Build relationships with clients and co-workers

 Can work independently and as part of a team

 Take active measures to solve problems and commit to a high level of service

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