RWE Platform Support Analyst

Description

Core Responsibilities

• Support global and country teams in navigating the RWE platform and its key modules.
• Provide onboarding support for new users, including walkthroughs and guided platform setup.
• Deliver training sessions to new and existing users (1:1 or group) to ensure confident platform use.
• Offer first line troubleshooting for platform issues, usability questions, and access challenges.
• Act as the main point of contact for user queries, ensuring same day turnaround for global teams and 2-3 days for country teams.
• Gather user feedback and work closely with IT to support continuous platform improvement.
• Maintain and update training materials, SOPs, FAQs, and quick reference guides as the platform evolves.
• Track common issues and contribute to an internal knowledge base for recurring queries.
• Support smooth handoffs/escalations to technical teams when issues go beyond functional troubleshooting.

Required Experience

• Prior experience supporting digital platforms, RWE systems, data platforms, or similar technology environments.
• Experience in user helpdesk support, technical coordination, or application support roles.
• Exposure to Veeva, analytics tools, or enterprise platforms (beneficial).
• Experience onboarding and training end users across global or multi country teams.
• Ability to create or refine training materials, FAQs, and user documentation.

Skills & Competencies

• Strong communication and user facing support skills-comfortable guiding non technical users.
• Problem solving mindset with ability to quickly diagnose user challenges.
• Organized, reliable, and able to manage multiple user requests with different priorities.
• Comfortable operating in EU time zones, with English as the primary working language.
• Ability to coordinate with IT teams and communicate user needs clearly.
  

Must Have

• Understanding of RWE workflows, evidence platforms, or data driven systems.
• Background in Medical Affairs, clinical operations, regulated activities, or documentation workflows.
• Experience working in a helpdesk environment supporting cross functional stakeholders.
• Should be a good listener.
• Good command over English language.
• Excellency in written and verbal communication skills.
• Experience of working within a pharmaceutical

Why Syneos Health Here, you're a part of the big picture. You will collaborate with colleagues across clinical and commercial disciplines to guide premarket development through post-market commercial strategy. Every project is a chance to solve a new challenge, learn from your colleagues, and advance your career. The diversification and breadth of our new and existing partnerships create a multitude of career paths and employment opportunities. Join our game-changing, global company dedicated to creating better, smarter, faster ways to get biopharmaceutical therapies to patients. Experience the thrill of knowing that your everyday efforts are contributing to improving patients lives around the world.

WorkHereMattersEverywhere| How are you inspired to change lives

Disclaimer: Tasks, duties, and responsibilities as listed in this job description are not exhaustive. The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above. Further, nothing contained herein should be construed to create an employment contract. Occasionally, required skills/experiences for jobs are expressed in brief terms. Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees. The Company is committed to compliance with the Americans with Disabilities Act, including the provision of reasonable accommodations, when appropriate, to assist employees or applicants to perform the essential functions of the job.