Operations Technical Specialist

Job Location US-East Coast | UK-Peterborough
Regular Full-Time


ERT is a global data and technology company that minimizes uncertainty and risk in clinical trials so that customers can move ahead with confidence. With nearly 50 years of clinical and therapeutic experience, ERT balances knowledge of what works with a vision for what’s next, so we can adapt without compromising standards.


ERT is a growing and rewarding place to advance your career, especially for those who are passionate about finding solutions that improve lives – or save lives – for millions of people around the world. Our success starts with caring and collaborative people, from the recent college grad who’s just getting started to the seasoned professional with a wealth of knowledge, skills and experience. Together, we’re making a difference.


ERT seeks an Operations Technical Specialist to perform key operational tasks to support our critical ERT web portals.  The individual selected will be the the point person for the setup, configuration, quality control, high level support and contact management. 


In this fast-paced and challenging role, you will - 

  • Review and approve contact data submitted through portals
  • Receive and apply contact management changes in source systems
  • Troubleshoot user access issues and provide resolution
  • Create user records in third party applications and send login credentials directly to users
  • Copy site and sponsor contact data between study databases
  • Create database records to support clients and sites with retrospective analysis and shipping needs
  • Prepare and upload bulk contacts into source system databases
  • Perform quality checks on work completed
  • Update database for protocol and site specific device needs and contact shipping address details to support logistics delivery requirements
  • Inactivate or delete user permissions on site or individual contact level
  • Provide users with device login details
  • Proactively identify potential data discrepancies and suggest resolution
  • Generate and review audit trail reports to support troubleshooting and resolution
  • Understand data privacy and issues related to contact roles and permissions
  • Support and guide internal teams with best sponsor and site contact management processes
  • Address bounce emails as needed to ensure site users receive the login credentials needed
  • Complete and review required training courses and Standard Operating Procedures and SWI documentation
  • Assist in tracking error trends across applications to improve the internal and external user experience
  • Maintain departmental metrics
  • Flag potential issues to management or project management teams
  • Provide suggestions for change and improvements to internal processes
  • Perform ad-hoc testing as needed

The duties and responsibilities listed in this job description represent the major responsibilities of the position. Other duties and responsibilities may be assigned, as required. ERT reserves the right to amend or change this job description to meet the needs of ERT. This job description and any attachments do not constitute or represent a contract.


What we seek - 

  • Effective written and verbal communication skills
  • Computer skills with knowledge of MS Office
  • Ability to extract pertinent information from email communications, spreadsheets, databases, portals and study documentation
  • Effectively communicate via email messages with internal and external clients
  • Strong attention to detail
  • Complete work accurately and within deadlines
  • Ability to perform in depth investigation and analysis to problem solve
  • Good organizational and time management skills
  • Actively participate in group & team meetings
  • Ability to work on a team or independently

What we offer - 

  • Competitive Salary plus Annual bonus target
  • Excellent On-Boarding plan
  • Global Exchange Program
  • Exceptional Tuition Reimbursement program
  • Comprehensive Benefits Package, including a generous paid time off program

ERT is an equal opportunity employer and all qualified applicants receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.




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