RTSM Support Specialist (Remote)

GlaxoSmithKline is a world leading research-based pharmaceutical company that combines both individual talent and technical resources to support our mission to improve the quality of human life by enabling people to do more, feel better and live longer.

As an RTSM Support Specialist, you will be responsible for providing Tier 2 Help Desk user support and customer service on the GSK in-house RTSM system used for GSK Investigational Clinical Trials. You will also troubleshoot requests and incidents and provide guidance for RTSM investigational trials on the appropriate action. On top of this you will analyse Help Desk data incident management reporting and provide RTSM Project Managers with recurring root causes for RTSM study support improvements.

In this role you will

• Respond to queries initiated via chat, chatbot, email, or phone calls as Tier 2 Help Desk support level and process the end-to-end resolution via the incident management system.
• Train other help desk support staff members (Tier 1 and/ Tier 2) on troubleshooting and diagnosing problems using RTSM system
• Write, edit, and revise RTSM help desk Knowledge Bases, Training eModules, Hands on exercise Maintenance and Help Desk training documents for all Tier Level Support (CSHD, RTSM Help Desk Support and IT Support).
• Identify and escalate situations requiring Critical, Urgent, High, Medium or low attention following the Help Desk Support Escalation process.
• Run incident management system reports to analyse common complaints and/or Root causes and inform RTSM management of recurring problems.
• Configure, manage, and maintain non-complicated study designs in the RTSM system.
• Proactively advise on the study resupply strategy configuration to ensure IRT and shipping systems are used to optimum efficiency.
• Perform study/site/subject data changes via the RTSM in accordance to the Help Desk Standard Operating Procedures.
• Perform manual drug dispensation and verification activities on behalf of the Site staff user, when required, using the RTSM system.
• Participate in the Study Configuration end to end process, as reviewer of the Pre-Live and Post -Live Study setup Verification checklist activity.
• Participate in a 24/7/365 RTSM Help Desk Support on-call rotation schedule.

Why you?

Qualifications & Skills:

We are looking for professionals with these required skills to achieve our goals:

• Degree or equivalent experience

• Minimum of 2-3 years related experience in incident management, RTSM system, and/or clinical supplies
• Understanding the study development process and clinical supplies

• Demonstrate fundamental knowledge of computer systems and RTSM
• Ability to maintain accurate records and files in accordance with GSK policy, cGMPs, and SOPs
• Proven computing skills & experience with various software: Excel, Word, PowerPoint, Visio, MS Project, Incident Management systems, etc.

Preferred Qualifications & Skills:

If you have the following characteristics, it would be a plus:

• Proven ability to work in a matrix team

Closing Date for Applications: Wednesday 31st May 2023 (COB)

Please take a copy of the Job Description, as this will not be available post closure of the advert.
When applying for this role, please use the ‘cover letter’ of the online application or your CV to describe how you meet the competencies for this role, as outlined in the job requirements above. The information that you have provided in your cover letter and CV will be used to assess your application.

During the course of your application, you will be requested to complete voluntary information which will be used in monitoring the effectiveness of our equality and diversity policies. Your information will be treated as confidential and will not be used in any part of the selection process. If you require a reasonable adjustment to the application / selection process to enable you to demonstrate your ability to perform the job requirements, please contact 0808 234 4391. This will help us to understand any modifications we may need to make to support you throughout our selection process.

#LI-GSK

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to positively impact the health of 2.5 billion people by the end of 2030.

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a workplace where everyone can feel a sense of belonging and thrive as set out in our Equal and Inclusive Treatment of Employees policy. We’re committed to being more proactive at all levels so that our workforce reflects the communities we work and hire in, and our GSK leadership reflects our GSK workforce.

As an Equal Opportunity Employer, we are open to all talent. In the US, we also adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).

We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.

Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on [email protected] or 0808 234 4391. Please note should your enquiry not relate to adjustments, we will not be able to support you through these channels

As you apply, we will ask you to share some personal information which is entirely voluntary. We want to have an opportunity to consider a diverse pool of qualified candidates and this information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. We would really appreciate it if you could take a few moments to complete it. Rest assured, Hiring Managers do not have access to this information and we will treat your information confidentially.

Important notice to Employment businesses/ Agencies

GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.

Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, GSK may be required to capture and report expenses GSK incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure GSK’s compliance to all federal and state US Transparency requirements. For more information, please visit GSK’s Transparency Reporting For the Record site.