Analyst (Support & Operations)

Job Summary Job Summary : Worldwide Clinical Trials Job Description Clinical Service Desk Analyst – Access Management Location India (Offshore Hub) – Indian-based positions supporting a global help desk Openings 5 positions (backfill) Reports To Service Desk Manager (Offshore, India) and Service Desk Manager (Onsite, US); functional oversight also from a UK-based supervisor Engagement Type Contract / staff augmentation, initial term of approx. 6–12 months with likely extension Working Hours Shift-based coverage, 9 hours/day inclusive of a 30-minute break (see Shift & Working Hours below) Language Fluent spoken and written English required (no other languages required) About the Role Worldwide Clinical Trials is expanding its global Clinical Service Desk to support a growing portfolio of clinical systems. We are hiring Clinical Service Desk Analysts based in India to join our existing UK, US, and Serbia-based team and help extend help desk coverage toward a 24 hours/day, 5 days/week (24x5) support model. This is not an IT help desk role. The primary focus is managing user access to clinical systems (granting, modifying, and reviewing access) and providing first-line, ticket-based support to end users across multiple clinical platforms. Candidates with a pure IT technical-support background are not a fit unless they also have hands-on access management experience.

Key Responsibilities

• Process and manage user access requests (provisioning, de-provisioning, and modifications) across approximately 10 clinical business systems.
• Perform periodic access reviews to ensure compliance with company and regulatory requirements.
• Provide first-line support to end users exclusively through the ticketing system (JIRA and, increasingly, Freshworks) — the desk does not take phone calls and does not action requests received by email or Teams chat.
• Redirect any request received via email or Teams to the ticketing system, or capture the existing ticket number if one has already been raised.
• Work independently and use sound judgment during periods when supervisors are not directly online, escalating appropriately when needed.
• Collaborate with team members across time zones (UK, US, Serbia, India) via a shared Teams chat — including a daily check-in message at shift start/end as part of the team\'s duty-of-care practice.
• Complete required reading (QMD / quality management documentation) as part of onboarding, prior to being granted system access.
• Support a smooth transition to 24x5 coverage as the team scales, including flexing between shift patterns during the initial training period.

Required Experience & Skills

• Prior experience on a help desk / service desk, ideally with an access management or user administration component (any ticketing platform — training will be provided on our specific tools).
• Strong customer service orientation and clear, professional written and verbal English communication.
• Ability to work independently and reliably during unsupervised shift hours, with strong self-initiative.
• Comfortable working in a fully remote, ticket-based support environment with no telephone queue.
• If coming from an IT background, must have specific experience in access management (not general technical/IT support), as the role does not involve technical troubleshooting.

Preferred / Nice to Have

• Previous experience within pharmaceutical, biotech, or a Contract Research Organization (CRO).
• Familiarity with clinical trial regulatory concepts and terminology.
• Exposure to clinical systems such as Veeva Vault, Zelta, Salesforce/Savvi, or a Trial Master File (TMF) system (helpful but not required — full training is provided).
• Experience with JIRA and/or Freshworks/Freshdesk ticketing tools.

Shift & Working Hours Working day: approximately 9 hours, including a flexible 30-minute break (net ~8.5 hours worked). Breaks are self-scheduled but must be staggered so the desk is never left unstaffed when only two agents are online. Key Responsibilities Job Summary : Worldwide Clinical Trials Job Description Clinical Service Desk Analyst – Access Management Location India (Offshore Hub) – Indian-based positions supporting a global help desk Openings 5 positions (backfill) Reports To Service Desk Manager (Offshore, India) and Service Desk Manager (Onsite, US); functional oversight also from a UK-based supervisor Engagement Type Contract / staff augmentation, initial term of approx. 6–12 months with likely extension Working Hours Shift-based coverage, 9 hours/day inclusive of a 30-minute break (see Shift & Working Hours below) Language Fluent spoken and written English required (no other languages required) About the Role Worldwide Clinical Trials is expanding its global Clinical Service Desk to support a growing portfolio of clinical systems. We are hiring Clinical Service Desk Analysts based in India to join our existing UK, US, and Serbia-based team and help extend help desk coverage toward a 24 hours/day, 5 days/week (24x5) support model. This is not an IT help desk role. The primary focus is managing user access to clinical systems (granting, modifying, and reviewing access) and providing first-line, ticket-based support to end users across multiple clinical platforms. Candidates with a pure IT technical-support background are not a fit unless they also have hands-on access management experience.

Key Responsibilities

• Process and manage user access requests (provisioning, de-provisioning, and modifications) across approximately 10 clinical business systems.
• Perform periodic access reviews to ensure compliance with company and regulatory requirements.
• Provide first-line support to end users exclusively through the ticketing system (JIRA and, increasingly, Freshworks) — the desk does not take phone calls and does not action requests received by email or Teams chat.
• Redirect any request received via email or Teams to the ticketing system, or capture the existing ticket number if one has already been raised.
• Work independently and use sound judgment during periods when supervisors are not directly online, escalating appropriately when needed.
• Collaborate with team members across time zones (UK, US, Serbia, India) via a shared Teams chat — including a daily check-in message at shift start/end as part of the team\'s duty-of-care practice.
• Complete required reading (QMD / quality management documentation) as part of onboarding, prior to being granted system access.
• Support a smooth transition to 24x5 coverage as the team scales, including flexing between shift patterns during the initial training period.

Required Experience & Skills

• Prior experience on a help desk / service desk, ideally with an access management or user administration component (any ticketing platform — training will be provided on our specific tools).
• Strong customer service orientation and clear, professional written and verbal English communication.
• Ability to work independently and reliably during unsupervised shift hours, with strong self-initiative.
• Comfortable working in a fully remote, ticket-based support environment with no telephone queue.
• If coming from an IT background, must have specific experience in access management (not general technical/IT support), as the role does not involve technical troubleshooting.

Preferred / Nice to Have

• Previous experience within pharmaceutical, biotech, or a Contract Research Organization (CRO).
• Familiarity with clinical trial regulatory concepts and terminology.
• Exposure to clinical systems such as Veeva Vault, Zelta, Salesforce/Savvi, or a Trial Master File (TMF) system (helpful but not required — full training is provided).
• Experience with JIRA and/or Freshworks/Freshdesk ticketing tools.

Shift & Working Hours Working day: approximately 9 hours, including a flexible 30-minute break (net ~8.5 hours worked). Breaks are self-scheduled but must be staggered so the desk is never left unstaffed when only two agents are online. Skill Requirements Job Summary : Worldwide Clinical Trials Job Description Clinical Service Desk Analyst – Access Management Location India (Offshore Hub) – Indian-based positions supporting a global help desk Openings 5 positions (backfill) Reports To Service Desk Manager (Offshore, India) and Service Desk Manager (Onsite, US); functional oversight also from a UK-based supervisor Engagement Type Contract / staff augmentation, initial term of approx. 6–12 months with likely extension Working Hours Shift-based coverage, 9 hours/day inclusive of a 30-minute break (see Shift & Working Hours below) Language Fluent spoken and written English required (no other languages required) About the Role Worldwide Clinical Trials is expanding its global Clinical Service Desk to support a growing portfolio of clinical systems. We are hiring Clinical Service Desk Analysts based in India to join our existing UK, US, and Serbia-based team and help extend help desk coverage toward a 24 hours/day, 5 days/week (24x5) support model. This is not an IT help desk role. The primary focus is managing user access to clinical systems (granting, modifying, and reviewing access) and providing first-line, ticket-based support to end users across multiple clinical platforms. Candidates with a pure IT technical-support background are not a fit unless they also have hands-on access management experience.

Key Responsibilities

• Process and manage user access requests (provisioning, de-provisioning, and modifications) across approximately 10 clinical business systems.
• Perform periodic access reviews to ensure compliance with company and regulatory requirements.
• Provide first-line support to end users exclusively through the ticketing system (JIRA and, increasingly, Freshworks) — the desk does not take phone calls and does not action requests received by email or Teams chat.
• Redirect any request received via email or Teams to the ticketing system, or capture the existing ticket number if one has already been raised.
• Work independently and use sound judgment during periods when supervisors are not directly online, escalating appropriately when needed.
• Collaborate with team members across time zones (UK, US, Serbia, India) via a shared Teams chat — including a daily check-in message at shift start/end as part of the team\'s duty-of-care practice.
• Complete required reading (QMD / quality management documentation) as part of onboarding, prior to being granted system access.
• Support a smooth transition to 24x5 coverage as the team scales, including flexing between shift patterns during the initial training period.

Required Experience & Skills

• Prior experience on a help desk / service desk, ideally with an access management or user administration component (any ticketing platform — training will be provided on our specific tools).
• Strong customer service orientation and clear, professional written and verbal English communication.
• Ability to work independently and reliably during unsupervised shift hours, with strong self-initiative.
• Comfortable working in a fully remote, ticket-based support environment with no telephone queue.
• If coming from an IT background, must have specific experience in access management (not general technical/IT support), as the role does not involve technical troubleshooting.

Preferred / Nice to Have

• Previous experience within pharmaceutical, biotech, or a Contract Research Organization (CRO).
• Familiarity with clinical trial regulatory concepts and terminology.
• Exposure to clinical systems such as Veeva Vault, Zelta, Salesforce/Savvi, or a Trial Master File (TMF) system (helpful but not required — full training is provided).
• Experience with JIRA and/or Freshworks/Freshdesk ticketing tools.

Shift & Working Hours Working day: approximately 9 hours, including a flexible 30-minute break (net ~8.5 hours worked). Breaks are self-scheduled but must be staggered so the desk is never left unstaffed when only two agents are online. Other Requirements NA