Analyst (Support & Operations)
Technology, Data & Digital · IT Infrastructure & Security · IT Support
In short
Responsibilities
- Process and manage user access requests (provisioning, de-provisioning, and modifications) for approximately 10 clinical business systems.
- Perform periodic access reviews to ensure compliance with company and regulatory requirements.
- Provide first-line, ticket-based support to end users across multiple clinical platforms.
- Redirect requests received via email or Teams to the ticketing system or capture existing ticket numbers.
- Work independently and use sound judgment during unsupervised periods, escalating appropriately.
- Collaborate with team members across different time zones via shared Teams chat.
- Complete required quality management documentation as part of onboarding.
- Support the transition to 24x5 coverage by flexing between shift patterns during training.
Requirements
- Prior experience on a help desk / service desk, ideally with an access management or user administration component.
- Strong customer service orientation.
- Clear, professional written and verbal English communication.
- Ability to work independently and reliably during unsupervised shift hours with strong self-initiative.
- Comfortable working in a fully remote, ticket-based support environment with no telephone queue.
- If coming from an IT background, must have specific experience in access management, not general technical/IT support.
- Fluent spoken and written English required.
Desired Qualifications
- Previous experience within pharmaceutical, biotech, or a Contract Research Organization (CRO).
- Familiarity with clinical trial regulatory concepts and terminology.
- Exposure to clinical systems such as Veeva Vault, Zelta, Salesforce/Savvi, or a Trial Master File (TMF) system.
- Experience with JIRA and/or Freshworks/Freshdesk ticketing tools.
Benefits
- Contract / staff augmentation, initial term of approx. 6–12 months with likely extension.
- Shift-based coverage, 9 hours/day inclusive of a 30-minute break.
- Opportunity to extend help desk coverage toward a 24 hours/day, 5 days/week (24x5) support model.
- Full training provided on specific tools and clinical systems.
- Global team collaboration.
Skills
About HCLTech
Supercharging progress through technology and innovation
HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…
Company
HCLTechJob Posted
2 days ago
Employment Type
Contract
Work mode
Remote
Hours per week
45
Experience Level
Associate
Locations
Hyderabad, India
Applicants
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