System Analyst & Support Specialist - Atom5

Posted 5 days 5 hours ago by Aligned Automation Services

Permanent
Full Time
Other
Cork, Cork, Ireland
Job Description

Aligned Automation Services Pvt Ltd Contract

Cork city, Ireland Posted on 04/06/2026

Atom5 is a next-generation electronic ClinicalOutcome Assessment (eCOA) platform designed to support hybrid anddecentralised clinical trials at scale.

The platform enableshigh-frequency, real-world data capture through a single mobile application,integrating:

  • Electronic Patient-Reported Outcomes(ePROs)
  • Video-based assessments

Leveraging machinelearning , Atom5 delivers continuous data insights through real-time,study-specific dashboards, enabling more informed and responsive clinicaldecision-making.

About the Role

This role sits withinthe Clinical Trial Foundations (CTF) team, which supports the systemsand processes underpinning modern clinical trial execution.

The Atom5 SystemAnalyst & Support Specialist will act as a key operational resource,delivering Tier 1 and Tier 2 system support to both internalstakeholders and external clinical trial site users. In parallel, the role willdrive process optimisation and automation initiatives to improvescalability, efficiency, and user experience.

Position Summary

The successfulcandidate will develop deep expertise in the Atom5 ecosystem , includingsystem configuration, data flows, user management, chatbot workflows, andJIRA-based processes.

In addition today-to-day support, the role will own and deliver two strategic initiatives focused on:

  • Support process optimisation
Strategic Initiatives
  • Analyse and streamline existing supportworkflows in preparation for Salesforce integration .
  • Standardise triage processes, escalationpaths, and documentation.
  • Define and track key support metrics(e.g., SLA adherence, resolution times).
  • Deliver a scalable support frameworkaligned with future-state support tooling.
2. Account Management Automation
  • Assess the current user account lifecycleand identify manual inefficiencies.
  • Design and implement automation orsemi-automation solutions.
  • Ensure compliance, auditability, and dataintegrity in all improvements.
  • Deliver updated documentation andsustainable, low-touch operational processes.
Key Responsibilities
  • Provide first- and second-line support forAtom5 platform issues and user queries.
  • Troubleshoot incidents, perform root causeanalysis, and implement preventive measures.
  • Manage and resolve support tickets in linewith SLAs.
  • Escalate complex issues appropriately andensure timely resolution.
  • Analyse user feedback and identifyrecurring issues or systemic trends.
  • Develop and maintain in-depth knowledge ofAtom5 system architecture, configurations, and integrations.
  • Manage chatbot post-production testing fornew trial deployments.
  • Monitor data flows across systems (e.g.,EDB, CDB dashboards) to ensure data integrity and successful downstreamprocessing.
  • Identify and resolve data discrepancies,failures, or integration issues proactively.
  • Support onboarding of new studies,geographies, and languages.
3. User Account & Access Management
  • Process and manage user account requests,including specialised workflows.
  • Ensure compliance with access controlpolicies and audit requirements.
  • Maintain accurate and up-to-date userrecords.
  • Support and monitor automated data flowsrelated to user management (e.g., API-driven integrations).
4. JIRA & Workflow Management
  • Configure and maintain JIRA boards forstudy-specific workflows, including:
    • Study configuration
    • Data flow tracking
    • Change requests
  • Ensure data integrity and workflow hygieneacross boards.
  • Track progress, manage ticket lifecycles,and follow up on pending actions.
  • Act in a light Scrum Master capacity to facilitate coordination and delivery.
5. Change Request & Release Support
  • Support and progressively lead ChangeRequest (CR) processes and stand-ups.
  • Track and communicate CR progress andcompletion status to stakeholders.
  • Ensure alignment between technicaldelivery and business expectations.
6. Knowledge Management & Training
  • Develop and maintain:
  • Work instructions and SOPs
  • Job aids and FAQs
  • Ensure documentation is complete andupdated ahead of system releases.
  • Support user onboarding and trainingactivities.
7. Quality, Compliance & Continuous Improvement
  • Support validation and testing activities.
  • Assist with audits and regulatoryinspections.
  • Ensure adherence to applicable regulatorystandards (e.g., GCP, 21 CFR Part 11).
  • Identify risks and drive continuousimprovement in system performance and support processes.
Minimum Qualifications
  • Bachelor's degree in Computer Science,Information Technology, or related field (or equivalent experience).
  • Experience in:
  • System support / application support
  • Business systems or technical operations
  • Strong troubleshooting and analyticalskills with experience in root cause analysis.
  • Excellent written and verbal communicationskills.
  • Strong organisational and time managementcapabilities.
  • Ability to work cross-functionally in aglobal environment.
Preferred Qualifications
  • Experience in clinical development,eCOA, or regulated systems .
  • Familiarity with JIRA or similarticketing/project management tools .
  • Experience with process improvement,workflow optimisation, or automation tools .
  • Exposure to Salesforce or similarsupport/CRM platforms .
  • Understanding of clinical regulatoryframeworks (e.g., GCP, 21 CFR Part 11).
  • Experience working with:
  • Data integrations and APIs
  • Clinical data pipelines
  • Strong critical thinking andproblem-solving mindset.
  • Ability to influence stakeholders anddrive consensus.
  • High adaptability and comfort infast-paced, evolving environments.
  • Strong collaboration skills across globalteams.
  • Application & Production Support
  • Clinical Systems & Data FlowUnderstanding