System Analyst & Support Specialist

 Position Summary:

The System Analyst & Support Specialist will serve as a key operational resource within the Clinical Trial Foundations (CTF) team, providing comprehensive Tier 1 and Tier 2 support for the Atom5™ platform to both internal stakeholders and external clinical trial site staff. The successful candidate will develop deep expertise in the Atom5™ ecosystem — including its data flows, user account management, chatbot infrastructure, and JIRA-based workflows — and will take meaningful ownership of two transformative projects designed to reduce operational burden and set the team up for future scalability.

This is an excellent opportunity for a motivated contractor who combines strong technical aptitude with a process-improvement mindset and a genuine desire to make support operations more efficient and sustainable.

Main Responsibilities:

The post-holder will engage in the following core duties:

• Serve as the first and second line of support for Atom5™ queries and incidents from internal users and external clinical trial site staff.

• Resolve system issues promptly to ensure continued access; apply root cause analysis to prevent recurrence.

• Manage support tickets in line with agreed Service Level Agreements (SLAs), escalating appropriately where required.

• Understand and respond to customer feedback, identifying systemic trends and raising them to the wider team.

• Develop and maintain expert-level knowledge of the Atom5™ platform, including its configuration, data flows, and integrations.

• Lead and manage chatbot post-production testing for new Atom5™ trial deployments.

• Process user account requests and manage user access to ensure compliance.

• Create and configure JIRA components for newly onboarded trials, ensuring effective board hygiene.

• Create and update Knowledge Base Articles (KBAs) for Atom5™ processes.

• Support continuous improvement through quality compliance and system testing activities.

Key Responsibilites:

• Bachelor's degree, preferably in Computer Science, Information Technology, or a related discipline — or equivalent work experience.

• Demonstrated experience in system support, business systems management, or a related technical role.

• Excellent oral and written communication skills; strong problem-solving skills.

• Strong organizational and self-management skills.

• Ability to work effectively across functions and geographies.

Nice to have:

• Experience in clinical development, medical, or quality data systems.

• Familiarity with JIRA or similar agile project management tools.

• Knowledge of or experience with Salesforce or comparable CRM/support management platforms.

• Understanding of regulatory and quality requirements governing clinical data.