Job Description
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.
Key Responsibilities
• 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
• Support ongoing system operations across active clinical trials
This individual must reside in EST.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• 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
Nice to Have Skills & Experience
• Experience with:
○ RTSM / IRT systems
○ Clinical trial operations or eClinical platforms
○ Clinical supply chain or drug development environments
• Experience supporting pharmaceutical or CRO environments
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.