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About the Role

Serve as a SaaS implementation and support expert for IQVIA’s Clinical eSource Platform, partnering with early-phase CROs and Sponsors to drive successful platform adoption through high-quality support, training, and implementation expertise. This client-facing position is ideal for individuals with strong clinical trial experience, technical aptitude, and a passion for problem-solving in a fast-paced environment.

Responsibilities

Support the implementation and ongoing use of IQVIA’s Clinical eSource Platform across early-phase studies.
Develop deep subject matter expertise across platform capabilities (recruitment, study design, data collection, reporting).
Own and manage customer service desk tickets, ensuring timely resolution within SLAs.
Partner with cross-functional teams (Engineering, Product, Sales, and Project Management) to deliver effective solutions.
Lead client onboarding activities, including delivering product training and instructional workshops, running status meetings and tracking implementation progress, gathering requirements for configuration or enhancements, and troubleshooting issues and proposing practical solutions/workarounds.
Provide ongoing technical support and best practice guidance to clients.
Participate in audits, demos, and commercial activities (e.g., RFIs) as an eSource SME.
Contribute to documentation, testing, and validation of new product features.
Manage multiple priorities in a dynamic, customer-facing environment.
Travel to client sites as needed for key milestones (e.g., go-live, training).

Requirements

Bachelor's degree in relevant field.
5+ years’ experience in an early-phase clinical research environment.
Hands-on experience with eSource, EDC, or eCRF systems.
Experience using ClinSpark ideal.
Strong technical aptitude with ability to quickly learn new platforms.
Proven experience troubleshooting complex technical issues.
Excellent communication skills, with the ability to explain technical concepts to non-technical users.
Strong time management and prioritisation skills.
Ability to work independently and take ownership of deliverables.
Experience in a client-facing or customer support role.
Strong collaboration skills across cross-functional teams.
Experience configuring or designing eSource data collection systems.
Hands-on study floor experience, including electronic data capture.
Experience working with clinical stakeholders (physicians, nurses, coordinators, data managers).
Training or instructional delivery experience.

Skills

eSource
EDC
eCRF
ClinSpark
Troubleshooting
Communication
Time Management
Prioritization
Collaboration
Electronic Data Capture
Training Delivery

Location

Sydney
Melbourne

Work Type

Client-facing
Full-time

Experience Level

5+ years

Education Level

Bachelor's degree

About the Company

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries.
We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide.
Learn more at https://jobs.iqvia.com

Equal Opportunity

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.