Company Information

At Advarra, we are passionate about making a difference in the world of clinical research and advancing human health. With a rich history rooted in ethical review services combined with innovative technology solutions and deep industry expertise, we are at the forefront of industry change. A market leader and pioneer, Advarra breaks the silos that impede clinical research, aligning patients, sites, sponsors, and CROs in a connected ecosystem to accelerate trials.

Company Culture

Our employees are the heart of Advarra. They are the key to our success and the driving force behind our mission and vision. Our values (Patient-Centric, Ethical, Quality Focused, Collaborative) guide our actions and decisions. Knowing the impact of our work on trial participants and patients, we act with urgency and purpose to advance clinical research so that people can live happier, healthier lives.

At Advarra, we seek to foster an inclusive and collaborative environment where everyone is treated with respect and diverse perspectives are embraced. Treating one another, our clients, and clinical trial participants with empathy and care are key tenets of our culture at Advarra; we are committed to creating a workplace where each employee is not only valued but empowered to thrive and make a meaningful impact.

Job Duties & Responsibilities

Zendesk Management- Tickets, Reports and Dashboards:

• Maintain expert level understanding of Zendesk products including Support, Explore, Guide and other marketplace apps to support business needs.
• Document the processes, create data flow diagrams, and process flow diagrams to facilitate better system understanding.
• Implement and support new system roll outs, as well as all required maintenance and upgrades in addition to recommendations for process improvements.
• Responsible for the overall data quality in Zendesk.
• Assist in training new and current users on both Zendesk usage, reports, and workflows.
• Take ownership of issues and requests received through the BOS (Business Operations Support) team.
• Triage, prioritize, and assign tasks to ensure timely resolution.
• Regularly review and refine reporting structures in the BOS team to support team members’ movement within the teams for optimal efficiency.
  
  
  

Customer Requests Management:

• Timely generation of tickets received from customer emails. Ensure tickets are created and prioritized on the same day as the request.
• Redact customer-specific documents shared via Zendesk.
• Proactively collaborate with managers to ensure compliance with secure file sharing protocols.
• Onboarding new services customers and creating requisite triggers, workflows as per the customer requirement and team’s direction.
  
  
  

Reports and Dashboards:

• Proficiently crafts and manages Zendesk reports and dashboards tailored to meet specific business requirements.
• Cultivates a deep understanding of Zendesk Explore, demonstrating the ability to independently navigate and optimize reports and dashboards to ensure effective data management.
• Project Analysts: Liaison Responsibilities with Functional Teams:
  
  
  

Customer Service Requirements:

• Gather requirements from clusters, customers, and team members.
• Systematically track and manage the identified requirements.
• Create project-specific reports and dashboards to track key performance indicators (KPIs) and key risk indicators (KRIs). Ensure that reports are accurate, timely, and align with project goals.
• Measure and monitor success metrics for clusters based on established KPI’s and KRI’s. Identify any deviations from the plan and communicate them to the project manager.
• Provide additional support and assistance as needed by project managers to ensure successful project execution.
• Coordinate meetings with multiple levels of leadership and/or stakeholders to initiate working sessions, and resolve project issues, as needed.
  
  
  

Communication and Stakeholder Management:

• Works closely with the key stakeholders to ensure alignment with business objectives and technology solutions.
• Facilitate comprehensive requirements gathering sessions with BOS Managers and team leads to discern crucial business requirements pertinent to teams and processes, and subsequently, devise strategies to address these requirements.
• Conduct a comprehensive analysis of each requirement, including GAP analysis.
• Present stakeholders with well-defined mockups, concepts, and solutions.
• Obtain stakeholder sign-off for finalized solutions.
• Facilitate knowledge transfer within the BOS Analyst group.
• Address and troubleshoot any issues raised by stakeholders.
• Perform functional testing and verification of solutions developed by Zendesk Analysts.
  
  
  

Location

This role is open to candidates working hybrid in Bengaluru, India.

Basic Qualifications

• Qualification: Graduates-Life Sciences, BCA, MCA, BE- Biotech or equivalent experience
• Showcase adept analytical and problem-solving skills.
• Exhibit exceptional communication skills with a commitment to thorough follow-ups.
• Possess proficiency in utilizing tools such as Excel, SQL, MS Power Query, and Power BI.
• Proactive and takes ownership in all tasks from start-to-finish.
  
  
  

Preferred Qualifications

• Highly personable nature that fosters teamwork
• High energy and positive attitude towards working in a culturally diverse environment.
• A passion for ensuring outstanding customer support with a solutions-oriented attitude.
  
  
  

Physical And Mental Requirements

• Sit or stand for extended periods of time at stationary workstation
• Regularly carry, raise, and lower objects of up to 10 Lbs.
• Learn and comprehend basic instructions
• ocus and attention to tasks and responsibilities
• Verbal communication; listening and understanding, responding, and speaking
  
  
  

Advarra is an equal opportunity employer that is committed to diversity, equity and inclusion and providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identity), national origin, age, disability or genetic information or any other status or characteristic protected by central, state, or local law. Advarra provides equal employment opportunity to all individuals regardless of these protected characteristics. Further, Advarra takes affirmative action to ensure that applicants and employees are treated without regard to any of these protected characteristics in all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and separation from employment.