Job Description

Why Patients Need You

Everything we do, every day, is in line with an unwavering commitment to the quality and the delivery of safe and effective products to patients. Our science and risk-based compliant quality culture is flexible, innovative, and customer oriented. Whether you are involved in development, maintenance, compliance or analysis through research programs, your contribution will directly impact patients.

What You Will Achieve

The IRT Global Oversight Team (IGOT) is a well-established high performing team within Pfizer's Global Clinical Supply unit striving to deliver best in class Interactive Response Technology (IRT) systems providing randomization and drug management capabilities in support of Pfizer's dynamic investigational product portfolio. The patients we serve are our number one priority and IGOT aims to employ the highest quality standards across our internal and vendor IRT solutions. As part of an innovative clinical supply chain, we routinely challenge the status quo in efforts to optimize our systems and processes.

How You Will Achieve It

The IRT Support Specialist role sits within the IGOT Support function and will be responsible for the support of clinical trials configured within the Pfizer Internal IRT Systems. This role is intended to ensure the patient focused delivery of customer support services in support of Pfizer’s evolving portfolio.

For this position candidates will need to have excellent customer service skills, be a creative problem solver, and have a strong commitment to quality to successfully deliver optimal IRT systems across a diverse and dynamic portfolio.

Provides first line application support with guidance to customers using the Pfizer Internal IRT Systems. Customers include study team personnel, supply chain personnel, study team members.

Understands the unique study requirements and how those requirements are configured and supported via the Pfizer Internal IRT Systems post the study go live.

Resolves issues with guidance reported by customers following the established processes.

Collaborates with study team and supply chain personnel with guidance to resolve issues reported by customers.

Ensures that when communicating with blinded customers, that the blind is maintained.

Provides break blind support with guidance to blinded site and study team members.

Documents all support related interactions via the IGOT Support ticketing systems.

Qualifications

Must-Have

High School Diploma or equivalent education and 2+ years of technical helpdesk experience OR Associates degree or BA degree

Strong English language, written and verbal communication

Comfortable working with a global team, partners and customers in a change agile environment

Nice-To-have

knowledge of IRT

PHYSICAL/MENTAL REQUIREMENTS

Database query, business analysis and technical writing skills

Skilled in working across multiple systems and processes for issue resolution

Experience participating in root cause analysis and quality investigations.

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

Responsible for participating in weekend and holiday coverage to ensure 24/7/365 support coverage of the Pfizer Internal IRT Systems.

Other Job details:

Work Location Assignment: colleagues are assigned a Pfizer site within a commutable distance where they work about 2-3 days weekly to connect and innovate with their team face-to-face. However, they also benefit from being able to work offsite regularly when it makes business sense to do so.