CAPSS Operations Analyst

CAPSS Operations Analyst

inVentiv Health Clinical SRE, LLC
India US
Not Specified
Not Specified

Job Description

Job Description :
Responsible for data and system maintenance and analysis within the Clinical and Project Support Services (CAPSS) Team, including maintenance and enhancement of Company systems such as resource management systems, the Curriculum Vitae (CV) database, Metrics & Analytics platforms, Clinical Monitoring Quality Oversight System (CMQOS), and associated system reports. Triages, reviews and responds to requests for resourcing data, Clinical Operations data, Experience requests, audit support, and the maintenance of CMQOS. Administers changes and/or updates directly into applicable systems under the Resource Management, Metrics & Analytics (RMMA) and Clinical Operations Support & Quality (COSQ) umbrellas. Maintains a high level of query/Excel training and supports the CAPSS functions and roles, such as CAPSS Resourcing Specialists, Management Team & Business Unit Representatives as required.
  • Establishes partnerships with key business liaisons and ensures communication and sharing of information by responding to customer support inquiries regarding systems & processes. Develops increased knowledge for remedy of questions or issues based on previous inquiries or solutions.
  • Proficient in all modules and capabilities of the systems and underlying data / reporting. Active involvement in training efforts for internal and external customers.
  • Leads and/or supports new projects as required in the area of Quality, Metrics, Reporting and/or Analytics. This includes requirements gathering and liaising with (Business Technology) BT or other partners to identify and plan for longer-term needs. Leads and/or supports the testing and validation efforts of associated systems under the CAPSS remit.
  • Provides a quality check to identify issues or inconsistencies within reporting and analytics. Works to investigate issues and implement timely actions plans to address these. Reviews and relays feedback from the Business Units on suggested tool enhancements or process revisions.
  • Works to assist all team members by running and disseminating routine reports such as Resourcing related, CRA Metrics, and/or Sponsor Specific reports. Provides a review of changes and updates data where required.
  • Develops customized queries in support of specific reporting requests, partnering with Senior / Lead CAPSS Operations Analyst or applicable CAPSS leadership.
  • Oversees the maintenance of the CV / Experience database, reviews and responds to Business inquiries, analyzes reporting data for internal and external customers and supports quality control efforts to ensure the database is in line with corporate experience.
  • Assists with the data collection and administration of the Clinical Monitoring rewards programs.
  • Manages oversight of ServiceDesk tickets routed to the RMMA system queue and requests entered into CMQOS. Supports customer service efforts in terms of response times and follow up. Works
  • directly with the RMMA Management team, CAPSS Leadership, BT, HR, Business Units etc. to escalate or research any issue.
  • Collects, reviews and presents quarterly metrics such as ServiceDesk ticket volume / resolution and system usage data, CV Compliance, resourcing tools enhancements & issues and monitoring and/or quality metrics. Presents information to the RMMA and COSQ management team and during team meetings, as requested.
  • Maintains edit responsibilities for associated CAPSS intranet and TeamShare sites, ensuring that updates are made in a timely manner. Ensure quality control of data present on a routine basis.
  • Attends meetings and required, preparing necessary updates and completing all assigned action items. Following up with appropriate Management and / or stakeholders as appropriate.
  • Uses effective customer-oriented communication skills to respond to end-users, team members and
  • Management promptly and within agreed upon timeframes, utilizing most appropriate method of communication based on urgency and type of information needed.
  • Identifies issues for escalation and routes appropriately, exhibiting careful judgement in communicating issues.
  • Exercises appropriate critical thinking / problem solving skills to identify and understand a problem, analyst and communicate impact, and bring to a timely resolution.
  • Bachelor's degree in Business, Information Technology, Computer Science, or equivalent education and/or extensive development experience preferred.
  • Proficiency in Oracle E-Business suite.
  • Proficiency in Microsoft Suite with strong Excel skills.
  • High utilization of PC-based software packages for word processing, presentations, spreadsheets and graphics.
  • Experience working with applications with database interoperability (SQL Server and/or Oracle) preferred.
  • CRO or Pharmaceutical experience preferred.
  • Moderate business analysis experience.
  • Demonstrated ability to assist in gathering business requirements for projects, problems, and issues.
  • Ability to be attentive to detail, flexible, open to suggestions, and possess good communication skills.
  • Minimal travel may be required (up to 25%).

Additional Information:
Tasks, duties, and responsibilities as listed in this job description are not exhaustive. The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above. Further, nothing contained herein should be construed to create an employment contract. Occasionally, required skills/experiences for jobs are expressed in brief terms. Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees. The Company is committed to compliance with the Americans with Disabilities Act, including the provision of reasonable accommodations, when appropriate, to assist employees or applicants to perform the essential functions of the job.

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