Remote Clinical System Support Specialist

Insight Global is seeking an RTSM (Randomization & Trial Supply Management) Support Specialist to provide technical and operational support for RTSM systems used in clinical trials. This role focuses on troubleshooting issues, resolving system tickets, and ensuring seamless support for clinical sites and study teams., * Monitor and manage incoming tickets (ServiceNow or similar systems) related to RTSM platforms

• Troubleshoot and resolve issues such as:

• User access and permissions

• System functionality errors

• Study configuration-related inquiries

• Act as the first line of support for clinical sites and study teams

• Resolve approximately 80% of issues independently; escalate complex issues to PMs or technical teams

• Communicate with stakeholders (e.g., clinical sites, study teams) via email or system updates

• Maintain accurate documentation of issues, resolutions, and escalations

• Experience in technical support, help desk, or application support environments

• Strong troubleshooting and problem-solving skills

• Familiarity with tools such as ServiceNow or similar ticketing systems

• Ability to manage high-volume ticket queues efficiently

• Excellent written communication skills (email-based support)

• High attention to detail and ability to prioritize tasks * Experience with:

• RTSM / IRT systems

• Clinical trial operations or eClinical platforms

• Clinical supply chain or drug development environments

• Experience supporting pharmaceutical or CRO environments