đ Be the Voice of Trial Integrity: Ops Support Analyst I, IRT (Voice Process)
Join ICON plc, a world-leading healthcare intelligence and clinical research organization, as an Ops Support Analyst I for Interactive Response Technology (IRT). Based in our Chennai or Trivandrum offices, this is a frontline, voice-based role where your communication skills and technical support will directly ensure the seamless operation of critical systems that manage patient randomization, drug supply, and data in global clinical trials.
We are seeking a customer-service-oriented professional with a technical aptitude to provide first-line support for our IRT systems. If you excel at problem-solving over the phone, thrive in a structured process environment, and want to build a career at the intersection of healthcare and technology, this is your opportunity to become an essential part of clinical trial execution.
đŻ Your IRT Support Mission: Key Responsibilities
First-Line Voice Support & Issue Resolution
- Provide first-line, voice-based technical support for Interactive Response Technology (IRT) systems used in global clinical trials, troubleshooting user issues and resolving queries promptly and professionally.
- Serve as the primary point of contact for site staff and internal users, offering clear guidance and solutions to ensure uninterrupted trial operations.
Cross-Functional Collaboration & System Monitoring
- Collaborate with internal Clinical Operations teams and external IRT vendors to investigate, escalate, and ensure the timely resolution of complex system issues.
- Proactively monitor IRT system performance and data accuracy to identify and address potential issues before they impact clinical trial timelines or patient safety.
Documentation, Testing & Compliance Support
- Maintain accurate system documentation, user guides, and training materials to support IRT processes and user competency.
- Support system validation, user acceptance testing (UAT), and upgrade activities to ensure IRT solutions comply with regulatory standards (GCP, 21 CFR Part 11) and function optimally.
Task Management & Process Adherence
- Manage multiple support tasks and inquiries efficiently in a fast-paced environment, prioritizing based on urgency and impact on clinical studies.
- Adhere to standardized operating procedures (SOPs) and quality management systems to ensure consistent and compliant support delivery.
â Your Profile: IRT Support Analyst Qualifications
Essential Requirements
- Bachelorâs degree in Information Technology, Life Sciences, Computer Science, or a related field.
- 1-5 years of experience in a voice-based customer/technical support role, preferably within a healthcare, IT, or process-driven industry.
- Excellent verbal communication skills in English, with a clear, professional, and empathetic phone manner.
Core Competencies
- Strong Problem-Solving Skills:Â Ability to listen actively, diagnose technical issues, and guide users to effective solutions.
- Meticulous Attention to Detail:Â Keen focus on accuracy when logging issues, documenting resolutions, and monitoring system data.
- Collaborative Team Player:Â Good interpersonal skills with the ability to work effectively within a team and across global functions.
- Adaptable & Organized:Â Capacity to manage multiple tasks, prioritize effectively, and maintain efficiency in a dynamic environment.
Valued Knowledge & Mindset
- A basic understanding or strong interest in IRT/RTSM systems, clinical trials, and the life sciences sector.
- A proactive learner eager to develop technical expertise in specialized clinical trial systems.
- A customer-first attitude, understanding that your support directly enables critical clinical research.
đŤ Why Build Your Career in IRT Support at ICON?
Play a Critical Role in Global Clinical Trials
- Your voice and problem-solving skills are the first line of defense, ensuring the technology that manages patient treatment and drug supply runs smoothly.
- Gain unique, specialized experience in Interactive Response Technology (IRT), a high-demand niche within clinical research.
Grow in a Structured, Supportive Environment
- Receive comprehensive training on proprietary IRT systems and clinical trial processes.
- Clear career pathways into Senior Support Analyst, IRT Project Specialist, or Systems Analyst roles within our growing technology and innovation teams.
- Work in a vibrant office environment in Chennai or Trivandrum as part of a collaborative, diverse team.
Enjoy Competitive ICON Benefits in India
- Attractive salary and performance incentives.
- Comprehensive health insurance offerings for you and your family.
- Generous annual leave entitlements.
- Competitive retirement planning offerings (PF, Gratuity).
- Global Employee Assistance Programme (EAP) providing 24/7 support.
- Flexible benefits and a strong commitment to your professional development and training.
â¨Â Ready to Support the Technology That Powers Clinical Trials?
If you are a communicative problem-solver with a customer-service heart and a technical mindset, we encourage you to apply. This IRT Support Analyst role is your gateway to a meaningful career where your daily work supports the advancement of new medical treatments.
Apply Now and become the trusted voice that keeps our clinical trial technologyâand the studies it supportsârunning flawlessly.
