Alphanumeric is hiring an RTSM Support Specialist to work remotely with our client of 20 years committed to improving lives through medical and pharmaceutical advancements.
Pay Range: $45 - $65/hour W2.
We are seeking an RTSM Support Specialist to provide Tier 2 operational support for global clinical studies utilizing a Randomization and Trial Supply Management (RTSM/IRT) platform. This role serves as a key resource for clinical site personnel and internal study teams by investigating and resolving production issues, performing root cause analysis, and partnering closely with RTSM Project Managers to support active clinical trials.
Responsibilities:
- Provide Tier 2 support for active RTSM/IRT clinical studies.
- Investigate and resolve issues related to patient enrollment, randomization, investigational product assignment, and trial supply management.
- Troubleshoot production issues reported by clinical site personnel and study teams.
- Perform root cause analysis and document findings and resolutions.
- Manage incidents through resolution while maintaining high levels of customer service.
- Collaborate with RTSM Project Managers to support protocol amendments, production issues, and ongoing study maintenance.
- Maintain knowledge base articles, support documentation, and standard operating procedures.
- Escalate complex technical issues to appropriate internal teams.
- Support continuous improvement initiatives to enhance operational support processes.
Qualifications:
- Bachelor's degree or equivalent combination of education and experience.
- 3+ years of hands-on RTSM/IRT production support experience.
- Experience supporting live global clinical trials.
- Strong troubleshooting, analytical, and problem-solving skills.
- Experience performing root cause analysis and incident resolution.
- Excellent customer service and communication skills with the ability to support clinical site personnel.
- Knowledge of GxP and Good Clinical Practice (GCP) within regulated clinical environments.
- Experience with RAMOS preferred; experience supporting other enterprise RTSM/IRT platforms (e.g., Signant, Suvoda, Almac, IQVIA, Oracle Clinical One, Medidata) is also encouraged.