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Endpoint Clinical

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Lead, Production Support

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About Us:

Endpoint is an interactive response technology (IRT®) systems and solutions provider that supports the life sciences industry. Since 2009, we have been working with a single vision in mind, to help sponsors and pharmaceutical companies achieve clinical trial success. Our solutions, realized through the proprietary PULSE® platform, have proven to maximize the supply chain, minimize operational costs, and ensure timely and accurate patient dosing. Endpoint is headquartered in Raleigh-Durham, North Carolina with offices across the United States, Europe, and Asia.

The Lead will supervise a team within Production Support and manage all aspects of the day-to-day operations of the team, including scheduling and assigning tasks, triaging critical issues, data changes, and verifications. The person in this role will work independently with minimal guidance from management, and will guide and mentor junior staff. The role requires interaction with internal study teams and other functional groups. The role also requires interaction with external end users and sponsors and may serve as a 3rd tier of issue escalation.

Responsibilities

Supervisory

  • Act as a contact for department management regarding critical issues and special client considerations.

  • Provide overall direction and guidance to the Production Support team on a day-to-day basis

  • Champion and expert to the PSA team, providing advice and solutions.

  • Assume responsibility for their team performance and adherence to SLAs.

  • Assist department management in overall Production Support activities.

  • Ultimately responsible for any issues or problems within the team and make sure they are dealt with appropriately.

  • Performance management including reviews and conduct regular meetings with direct reports.

Escalation and Consultation

  • Maintains in-depth knowledge of study functionality to ensure data changes do not impact system integrity and functionality.

  • Serve as a point of escalation for support issues requiring additional research or troubleshooting when senior PSA unavailable

  • Perform ticket quality reviews to ensure adherence to quality standards

  • Draft, modify and execute SQL Data Scripts for viewing project data and system configuration

  • Suggest ways to mitigate risk from high-risk data changes.

Data Management and Verification

  • Draft and Execute SQL Data Scripts and Queries for database updates and reporting

  • Verifies data changes by using SQL scripts and ensures database updates are made in the spirit of the original request

Client Support

  • Create knowledgebase training articles and review articles created by PSAs

  • Develop new and existing tools to improve efficiency and client satisfaction

  • Provides support, training, and development opportunities to the team.

  • Reviews change requests for clarity, completeness, and impact.

  • Manages and continuously updates Production Support best practices.

  • Suggest and implements improvements to current processes

  • Organize own workspace and deadlines to ensure timely completion of tasks.

  • Perform other duties as required.

  • This position will require weekend and holiday coverage.

Authority:

  • The role will have the ability to confer with internal study teams to make decisions regarding the proper process for making data changes and updates.

  • The role will have the authority to recommend compensation for team members for approval by management.

Accountabilities:

  • Demonstrate efficient and accurate completion of all responsibilities.

  • Ensure all team members are participating in the achievement of Production Support goals and objectives.

Experience

  • 10+ years’ experience in a user-facing role, with an emphasis on providing trouble-shooting assistance and technical support via the phone and email

  • 3-4+ years of experience in clinical trials industry.

  • Support management experience preferred.

  • Proven experience and expertise in SQL scripts, as well as creating complex queries and stored procedures.

  • Previous experience working in a fast-paced, support-oriented environment.

  • Advanced knowledge of Microsoft Office applications (Outlook, Word, Excel, Visio, PowerPoint) and SQL.

Skills

  • Proven leadership and mentoring skills.

  • Ability to set individual and team goals, and to follow through to achieve goals.

  • Proven ability to handle multiple tasks in a deadline-oriented production environment.

  • Ability to identify and solve technical problems, and make decisions independently.

  • Able to work with no immediate supervision; ability to trouble-shoot to determine the source of a customer issue

  • Strong interpersonal skills with the ability to lead and work effectively with a wide variety of professionals, both internal and external.

  • Lead-by-example, showing adherence to best practices

  • Strong attention to detail and quality.

  • Excellent organizational and time management skills.

#LI-MT #LI-Onsite
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What this application asks

lever

Resume/CV, Full name, Pronouns, Email, Phone, Current location, Current company, LinkedIn URL

  • Please provide your full legal name as it appears on your passport . Include your first, middle (if any), and last name with no abbreviations. This name will be used verbatim on your offer letter and all employment documents.
  • How did you hear about this job?
  • Do you have a relative that's currently employed by Endpoint? choose one · optional
  • If you are under 18 years of age, can you provide required proof of you eligibility to work? choose one · optional
  • Will you now or in the future require sponsorship for employment visa status (e.g., H-1B visa status)? choose one · optional
  • Are you currently on "layoff" status and subject to recall by another organization? choose one · optional
  • Can you travel if your job requires it? choose one · optional
  • Have you entered into a non-disclosure or non-compete agreement or understanding of any previous employer? choose one · optional
  • Current CTC
  • Desired CTC
  • What is your notice period optional
  • This is to notify you that personal data about you has been collected by Endpoint Clinical L.P. (“Endpoint”), which is located 8045 Arco Corporate Drive, Suite 250, Raleigh, NC 27617 and can be contacted by emailing [email protected], because Endpoint wishes to evaluate your candidacy for employment. Your personal data was either obtained from an application via a job board or website, publicly available sources (e.g. LinkedIn) or provided to Endpoint by someone who referred you for potential employment. Your personal data will be processed for the purposes of managing Endpoint’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by Endpoint, which are the solicitation, evaluation, and selection of applicants for employment. Your personal data has been shared with Lever, Inc., a cloud services provider located in the United States of America and engaged by Endpoint to help manage its recruitment and hiring process on Endpoint’s behalf. Accordingly, if you are located outside of the United States, your personal data has been transferred to the United States. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer was subject to appropriate additional safeguards under the EU-US Privacy Shield Framework. You can obtain a copy of the standard contractual clauses by contacting us at [email protected]. Your personal data will be retained by Endpoint for two (2) years after notifying you of the outcome of the recruitment exercise. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority. choose one · optional
  • Depending on your previous experience, Endpoint may choose to consider you for other positions within the company. Do you allow for Endpoint to use the information submitted in this application for that purpose? choose one · optional

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