Clin Tech Sup Svcs Mgr

As Clinical Technology Support Services Manager, you will be responsible for the management of the IT support vendor. You will ensure an effective support service is provided to all Wyeth Global Clinical Team (GCT) personnel and clinical investigator sites utilizing Wyeth eClinical applications - focusing primarily on Remote Data Capture (RDC). You will oversee the authoring, review, revision, approval, and implementation of the vendor contract, scope of work, and all concomitant vendor processes. You will review and approve all processes governing how support is delivered to RDC users, and will monitor and maintain Wyeth resource allocation to vendor management. You will review weekly, monthly, and quarterly metrics provided by the vendor against scope of work and service level agreements to ensure that both the vendor and Wyeth are meeting all agreed to responsibilities. You will enforce accountability measures where responsibilities are not being upheld. You will provide the vendor with all information necessary to support studies rolling out to production, and will oversee the creation, population, and maintenance of the vendor knowledgebase. You will act as a senior liaison between the vendor and Wyeth internal support groups (i.e. GMA) to ensure that processes are being followed, and that communication issues are addressed and followed to resolution. You will respond to and deliver upon requires by the vendor for additional training related to all areas of eClinical applications within their support responsibilities. You will address any support issues escalated beyond RDC support liaison, and will ensure that all processes and scripts utilized by the vendor for issue resolution are compliant with Wyeth SOPs and guideline. You will address trends identified across support issues. You will advise and support Technology Implementation team as required on IT support and technology issues.This position requires a BS in IT Technology, or equivalent relevant subject with a minimum of 8 years relevant experience in an IT research environment. Profound knowledge of Wyeth IT clinical systems and IT infrastructure processes, procedures, and organizations is essential to this role. Must have the ability to communicate and trouble shoot to reach resolutions in a real time environment. Thorough, in depth, and current knowledge in IT support processes and procedures is required. Must have an understanding and knowledge of relational databases and other computer systems. Good interpersonal, communication, and organizational skills are required.Wyeth offers competitive compensation and benefits programs including stock
options, child-care subsidies, flex-time, business casual attire,
educational assistance and professional development programs. Please
forward your resume with salary requirements and job reference code to the
address below.For more information, visit our website at