.Analyst, Clinical Research Systems & ReportingLocation: ChennaiICON plc is a world-leading healthcare intelligence and clinical research organization. We're proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development.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 fulfill 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 organization: Accountability & Delivery, Collaboration, Partnership and Integrity. We want to be the Clinical Research Organization that delivers excellence to our clients and to patients at every touch-point.Duties:Recognize, exemplify and adhere to Accellacare's values which centers around our commitment to People, Clients and Performance.As a member of staff, the employee is expected to embrace and contribute to our culture of process improvement with a focus on streamlining our processes adding value to our business and meeting client needs.First point of contact for all help desk incidents, configuration setup requests raised by internal and external system users.Interface with system users to identify requests/tickets and provide timely, high-quality support.Lead smaller quick win efforts and participate in projects that improve efficiency within the organization.Interface with IT/Vendor teams to evaluate, resolve and communicate system-related issues impacting users and escalate to management as applicable.Escalate application issues with a perceived high user impact to management.Capture user feedback on system applications and/or associated operational processes and provide input to management.Proactively review system data and identify training needs or system issues.Take part in and, where necessary, coordinate the development and review of application training material.Participate in system testing by execution of mock scenarios, tests, etc.Proactively engage system users in discussion of system issues and provide training, or facilitate the development of training materials, under the direction of management.Demonstrate increased understanding of the business' needs and priorities by working in conjunction with the application owner in troubleshooting issues, scheduling system changes, and coordinating between IT and the business to provide input related to requests for new system features/ functionality.Demonstrate increased proficiency with assigned applications by troubleshooting more complicated issues and providing related application support.Actively participate in meetings, trainings and/or mentoring junior personnel on standard day-to-day activities.Other duties as assigned.Benefits of working in ICON:Our success depends on the quality of our people
