Support Analyst

Support Analyst

7N is an agent for high-end IT professionals. For over 30 years of operation we have proven that a clear and transparent financial model, collaboration exclusively with experts in their respective fields, and taking good care of them, comprise the best possible IT consulting model. We act as an individual agent for our consultants and promote their competences to our clients by offering them a wide range of projects in which they may participate. We add wage transparency, career development support and professional stability. Our main goal is a long-term collaboration; therefore the majority of our staff have been with us for many years. 

About project

Support Analyst will join the team that lead digitalization of clinical trials, offering innovative solutions to simplify the trial experience for all participants.

Tasks

• Requests Analysis and Consulting: Provide consultancy to internal teams.
• Incidents Handling: Create Jira tickets, review incident details, analyze end user journeys, review Knowledge Base Articles, and consult with SMEs on UTS functionalities and clinical study configurations.
• Consultancy: Identify and recommend appropriate solutions to fulfill end users' needs, maintaining knowledge of system functionalities and specific clinical study configurations.
• Communication: Communicate clearly with third parties, internal teams, and end users, demonstrating cultural sensitivity.
• Documentation: Document reported cases clearly and structured, build resources for future incident handling, and document cases for further investigation.
• Process Improvement: Proactively improve team processes, partner collaborations, and end-user experiences.

Requirements

• 5+ years of experience in software support activities.
• Degree in a relevant discipline or formal certification in business analysis practice.
• Experience in Healthcare and Life Sciences, preferably with clinical trials.
• Experience with development and/or configuration of COTS solutions based on customer needs.
• Strong engagement, communication, and stakeholder management skills, including excellent presentation and influencing skills.
• Experience in software maintenance/help desk.
• Proven experience with complex integrated systems, utilizing creative and strategic thinking.
• Proficiency in Jira, Confluence, and Service Management tools.

Nice to have:

• Experience in a global organization with a complex/geographical context.
• Experience in a regulated environment, ideally with GxP/SaMD.
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We offer

• Financial transparency: the salary is: 18 480 – 23 520 PLN (110- 140 PLN/h) + VAT
• Clear wage model. 7N Consultants know exactly what’s 7N fee for its agent role on the project.   
• Professional development support. We subsidize trainings, technical certificates, conference participation, and foreign language classes. Our Career Development Program offers consultants advisory support in career planning. Additionally, 7N Consultants have the opportunity to participate in interpersonal skills training through the 7N Secret Code. Learn more about it here: 7N: 7N – The Secret Code   
• 7N Inspiration Team’s support and an opportunity to join their ranks. They are a group of 7N Consultants who consistently and actively share their professional knowledge and expertise.  
• Cooperation with real experts – the average professional experience of a 7N consultant is 10 years. Check out one of our discussion panels here: Does a Scrum Master need a background in programming (in Polish) 
• Comprehensive and personal project support from one of a 7N Agent. Priority regarding project continuity and quality. See what one 7N Consultant said about the role of 7N Agents and project opportunities.  
• Numerous (10-12 each year) high-end events – both online and offline. See the 7N KickOff 2023 clip here: https://www.youtube.com/watch?v=iSFtQO7cOYQ 
• Healthcare, Benefit Multisport and life insurance subsidies regardless of cooperation model. Access to Mindgram, a psychological support and professional development platform.  
• Professional and quality-oriented recruitment process led by the most experienced recruiters in the industry. Read more about it in the 7N candidate recruitment satisfaction survey (in Polish).