RWD Help Desk Specialist

2 weeks ago

Bengaluru, India Astellas Pharma Inc. Full time
Responsibilities and Accountabilities: Ticketing System Management : Administrator and oversees the RWD BoldX FreshService agile ticketing system, including the development of catalog forms, automation, enhancements, and handling user requests for RWD services while managing the demand queue. Request Review and Routing : Liaise between contractors, managers, and vendors for the review of incoming requests and route tickets based on defined parameters to the appropriate RWD operation groups through FreshService. Information Gathering and Reporting : Collect and report information, maintain records, and provide support to internal RWD team members while solving problems as they arise. Training and Compliance : Liaise with contractors, managers, and the RWD team to obtain necessary ticket forms and approvals. In addition, develop and maintain training modules and documentation using Brainshark to ensure compliance with third-party agreements. Access Review and Procedure Maintenance : Regularly review user access levels for RWD-managed data and tools, and enhance, develop, and maintain detailed written procedures for both new and existing processes. Collaboration and Audits : Assist the privacy team with GDPR data subject requests with collaboration with RWD Data Engineering team, perform monthly RWD EU/US audits of contractor access in the AWS RWD environment to align with contract terms, and collaborate with the vendor management team on TPA needs while managing vendor communications for the BoldX PDS RFI project management platform. Requirements

Required Qualifications:

Help Desk Tool Proficiency : Experience using a help desk tool to monitor, route, and analyze tickets, as well as create forms and reports. AWS Redshift/Data Lake Knowledge : Basic understanding of AWS Redshift and data lake concepts to effectively communicate with technical team members. Microsoft Office Skills : Proficient in Microsoft Office products, including Word, PowerPoint, Excel, and Visio. Customer Service Excellence : Demonstrated excellent customer service skills with the ability to manage changing priorities and provide flexible support to BoldX environment users. Attention to Detail : Strong attention to detail and accuracy in all tasks performed. Global Collaboration : Ability to work in a global organization, effectively interfacing with colleagues in the US, Japan, and Europe. Multi-tasking and Process Tracking : Capable of multi-tasking while tracking processes and outcomes effectively. Communication and Experience : Excellent communication and collaboration skills, with a minimum of 5 years of experience and a BA/BS degree or equivalent training.

Preferred Qualification:

Knowledge of RWD sources, contract language and understand appropriate utilization.

Hybrid work arrangements (on-site/work from home) from certain locations may be permitted in accordance with Astellas’ Responsible Flexibility Guidelines.

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