Lead, Production Support

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.