At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients’ lives.

Our ‘Own It’ culture is driven by four key values that bring us together as individuals and set us apart as an organisation: Accountability & Delivery, Collaboration, Partnership and Integrity. We want to be the Clinical Research Organisation that delivers excellence to our clients and to patients at every touch-point. In short, to be the partner of choice in drug development.

That’s our vision. We’re driven by it. And we need talented people who share it.
If you’re as driven as we are, join us. You’ll be working in a dynamic and supportive environment, with some of the brightest and the friendliest people in the sector, and you’ll be helping shape an industry.

PURPOSE OF THE JOB:
Escalation point for Sponsor related inquiries, projects and initiatives. Lead day-to-day operations of global DSS activities. Assist in RFx responses, bid defence preparation, and sponsor relationship meetings. Provide support to end-users in relation to sponsor related processes/procedures. Communicate with counterpart designated at sponsor to resolve problems, develop technical processes, and create documentation. Document sponsor support processes for IT support staff and end-users. Lead or participate in IT projects relating to sponsor systems on a global bases. Provide senior support to end-users with sponsor system problems.

Position overview:
Escalation point for Sponsor related inquiries, projects and initiatives. Lead day-to-day operations of global DSS activities. Assist in RFx responses, bid defence preparation, and sponsor relationship meetings. Provide support to end-users in relation to sponsor related processes/procedures. Communicate with counterpart designated at sponsor to resolve problems, develop technical processes, and create documentation. Document sponsor support processes for IT support staff and end-users. Lead or participate in IT projects relating to sponsor systems on a global bases. Provide senior support to end-users with sponsor system problems.

JOB Responsibilities:
Global DSS point of Contact for sponsor related technical inquiries, projects and initiatives.
Assist manager in liaising between ICON and any sponsor and working with sponsors to document support processes and Service Level Agreements.
Assist in creating and maintaining documentation required for ICON IT support of sponsor systems. Document (create) and transfer knowledge regarding sponsor IT support processes to ICON IT support staff and end-users.
Ensure global ISS processes and procedures are implemented and followed in all regions.
Lead workflow and activities within the DSS team and oversee the successful resolution and closure of DSS related incidents on a global bases. Provide senior level support to IT staff and end-users for sponsor related problems. Act as escalation point (and go-to person) for IT support staff that have sponsor related issues.
Track and report on sponsor related incidents (tickets). Route issues as required by ICON and sponsor staff. Respond to end-user calls as an advanced tier of technical support, gather information to resolve the issues, and/or assist others.
Responsible for the daily support of sponsor accounts, sponsor connectivity, and end-user sponsor applications. Work with sponsor by following their procedures and processes to perform account administration duties such as requesting new accounts, resetting passwords, and requesting access rights on the sponsor’s system.
Assist DSS Manager in coordinating and leading sponsor releases, upgrades, associated testing, etc. Identify and work with Sponsor & ICON end-users to test sponsor applications as required by sponsor during system maintenance and upgrade activities.
Investigate/adopt new technical solutions/processes/efficiencies. Assist DSS Manager in initiating and leading IT projects related to sponsor support.
Excellent organizational, project management, communication and customer service skills. Including time management, accountability, and administrative follow up.
Liaises with ICON’s technical groups (Network, Telecommunications, Development, etc) to ensure all outages are properly documented and communicated to sponsors and ICON end users.
Regularly communicates with the DSS counterparts to coordinate projects, support and communications to/from sponsors.

QUALIFICATIONS/EXPERIENCE REQUIRED:
Excellent skills in business English, verbal and written
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position requires strong communications skills and customer service experience along with strong problem management skills. The qualified applicant must have the ability to assist end users and sponsors in all types of situations with a positive and helpful attitude.
A Bachelors degree (B.S.) from a four-year college or equivalent knowledge in the IT industry. Some travel as well as ability to work flexible hours, including some weekends, may be required.
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from the staff.
Ability to troubleshoot technical problems related to sponsor support. Working knowledge of Microsoft Windows, Microsoft Office, and MS Outlook. Understanding of networking concepts and virtual desktop solutions. Ability to define problems, collect data, and draw valid conclusions.

Benefits of Working in ICON:
Our success depends on the quality of our people. That’s why we’ve made it a priority to build a culture that rewards high performance and nurtures talent.

We offer very competitive salary packages. And to keep them competitive, we regularly benchmark them against our competitors. Our annual bonuses reflect delivery of performance goals – both ours and yours.
We also provide a range of health-related benefits to employees and their families and offer competitive retirement plans – and related benefits such as life assurance – so you can save and plan with confidence for the years ahead.
But beyond the competitive salaries and comprehensive benefits, you’ll benefit from an environment where you are encouraged to fulfil your sense of purpose and drive lasting change.

ICON is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know

#LI-KT1