We know why you are reading about this opportunity. You are driven to achieve goals. You are looking to make a direct impact. You want to work in a culture where your co-workers work as part of a diverse team, communicate across departments, and have a positive attitude. If we had to guess, you are innovative with great ideas, want to bring efficiencies to processes, and are looking to grow your career. Are we right? If so, let’s talk about who we are.

Who We Are
Greenphire is a leading provider of clinical payment and communication solutions. We provide software as a service (SaaS) to reduce costs, increase participant retention, and produce quantifiable results for our clients in the clinical trial industry. Our vibrant culture focuses on four key values: All In, As a Team, For a Purpose, Solving Problems.

We are a multi-year recipient of the Philadelphia Business Journal’s Best Places to Work award, and love to give shout-outs and awards to our employees. Our For A Purpose committee champions philanthropic activities throughout the year so employees can give back to our community. We have a diversity committee that focuses on breaking down barriers, recognizing that our uniqueness is what makes us so successful!

How You Will Contribute
  • Managing the day to day priorities of the eClinicalGPS TA and EIS Analyst Teams
  • Working with internal stakeholders to prioritize incoming tickets and identify items that require escalation
  • Identifying ticket categories that require additional support to remove roadblocks from the TA and EIS teams
  • Creating and refining the processes within the Engineering teams and their interactions with internal stakeholders
  • Continually evaluating technical capabilities of the TA and EIS teams to identify ticket categories that require additional training or development
  • Prioritizing development recommendations to remove manual processes and regularly communicating them to the Product team
  • Minimizing blockers for the TA and EIS teams by escalating problematic ticket types
  • Evaluating, tracking, and reporting on ticket source trends and root cause
  • Developing and reporting ticket and team capability metrics
  • Creating application training plan for the TA and EIS teams
  • Working closely with TA and EIS Managers to create recommended training areas for the teams

For Consideration You Will Have
  • BS/BA in technical field or equivalent work experience and/or training
  • Experience creating and refining SOPs and Work Instructions
  • Experience working in an application production support capacity
  • Experience leading or coordinating small teams preferred
  • Experience executing metrics
  • Experience creating metrics preferred
  • Expert critical thinking and problem solving skills
  • Strong communication skills
  • Experience working with service desk/ticket management software (JIRA, Zendesk, etc.)
  • Experience with MSOffice suite
  • Technical experience with SQL (MSSQL, PostgreSQL) preferred

Visit Careers at Greenphire

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