Configuration Specialist I

About the Role

This Configuration Specialist I role reports to the Manager, eTMF Implementation, and is part of a 24/7 online Service Desk. The role provides application support to end-users (client/internal) by performing requested tasks, analyzing requirements, and working towards their fulfillment.

Key Responsibilities

• Configure application settings in Trial Interactive as per project requirements.
• Deliver exceptional service and support to end-users using an online Service Desk ticketing system.
• Interact with requesters (internal, client) via tickets to provide and process information in response to queries, concerns, or requests about products and services.
• Perform QC (Quality Control) of configuration settings following standard processes.
• Identify and escalate priority, quality testing issues to appropriate resources and teams.
• Accurately process and record communication on the Service Desk ticketing tool.
• Follow up timely and make callbacks as scheduled, where necessary.
• Stay current with system information, changes, and updates.
• Follow standard processes and procedures.
• Perform cross-functional activities such as validation and configuration manual mapping exercises when needed.
• Occasionally serve as the primary point of contact for clients undergoing the onboarding/configuration process.
• Monitor and communicate project progress, ensure strict adherence to deadlines, and produce high-quality deliverables.
• Represent the eTMF configuration team as a Subject Matter Expert (SME) as requested.
• Complete all other tasks deemed appropriate for the role and assigned by the manager.
• Provide application support by analyzing requirements and performing tasks such as new work space configuration, work space changes, client production setup, and suggesting appropriate changes.
• Perform quality checks and test functionalities.
• Guide users through step-by-step solutions, including resolving access issues, setting up study work spaces, configuration validation, menus, and functional queries.
• Communicate solutions in a user-friendly, professional manner.

Requirements & Tech Stack

• Superior written and spoken communication skills in English.
• Strong analytical skills.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Knowledge about computer fundamentals, web applications, and browsers.
• Electronic Trial Master File (eTMF), Shared Workspace (SWS), and Document Management System (DMS).

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: Fresher with Bachelor’s degree in computer science or One year of IT Service Desk/Helpdesk/Technical Support/US customer support experience.
• Desired: Experience in the Life Sciences industry (pharmaceutical, biotechnology, or CRO experience preferred).
• Desired: Ability to multitask in a fast-paced environment.
• Desired: Ability to work well with people from a variety of different backgrounds and cultures.
• Desired: Ability to build relationships with clients and co-workers.
• Desired: Ability to work independently and as part of a team.
• Desired: Ability to take active measures to solve problems and commit to a high level of service.