Platform Development Associate

Based in Waterloo, Ontario, Canada Probity Medical Research (PMR) is an administrative support company that partners with clinical research sites and pharmaceutical companies to provide essential administrative services for clinical research trials.

As a rapidly growing company, we are committed to advancing clinical research through exceptional service. PMR is an equal-opportunity employer, offering competitive wages, healthcare benefits, and an inclusive work environment

PMR is looking for Platform Development Associate to join our team. This role is key in maintaining, enhancing, and supporting PMR's internal platform to ensure efficient system functionality, data integrity, and user experience. This position manages technical support requests, assists with troubleshooting, and collaborates closely with IT and Development teams to implement solutions and optimize platform performance. 

We thank all applicants for their interest; however, only those selected for further consideration will be contacted .

Job Responsibilities

Support Management 

• Respond to and address all assigned support requests within 48 business hours and provide updates bi-annually for all escalated support requests.
• Record newly assigned support requests daily and update their status weekly in the ticketing system.
• Log all escalated issues within 24 business hours in vendor's ticketing system.

Collaboration & Troubleshooting 

• Collaborate with all levels of the IT/Development team to provide support, determine solutions, and respond appropriately.
• Conduct screenshare sessions to review user requests and provide real-time troubleshooting and resolutions.
• Lead virtual training sessions about Portico if Platform Development Associates are unavailable.
• Offer tips, guidance, and directions on where to find training materials to enhance users productivity.

Platform Administration 

• Review and complete the approval process for 0-30 deletion requests daily and review new or modified items on at least 10 lists daily.
• Review all PMR and Global announcements to create, modify, or disable user accounts as needed. Initiate onboarding process for new site staff within 24 business days of a PMR announcement.
• Review and test all solutions to bugs and feature changes in the staging environment monthly, logging completion and comments within 3-4 business days of assignment.
• Assist Probity teams by developing code to extract data from Portico, transforming it into the required spreadsheet format, and automate the process using Azure.

Documentation & Communication 

• Review Portico manuals quarterly to add new features or revise existing ones.
• Review draft training materials as needed to ensure they are clear, concise, and accurate. Complete the review within the provided timeline or communicate if an alternate timeline is needed.
• Participate in a yearly review of current work instructions and team processes to make revisions or create new work instructions.

Operational Efficiency & Reporting 

• Prioritize tasks, monitor progress, evaluate proposed solutions, review invoices, and provide feed back for developers based on platform security, performance, strategic company goals, and number of impacted users.
• Include weekly priorities and discussion points to the team meeting agenda by the end of the previous business day.
• Join in-person or virtual meetings on time and prepared to contribute to agenda items.

Ad Hoc Duties as Assigned 

• Oversee and address data management Portico related tasks, ensuring accuracy, system integrity, and compliance with organizational and regulatory requirements.
• Correct unforeseen platform development updates that negatively impact system and data integrity to mitigate accuracy, security and productivity issues for all PMR staff in a timely, diligent matter.
• Review other applications that may be useful for various Probity teams or sites, providing critical appraisal of their function, security, usability to Probity management.

Skills 

• Technical support & SLA-driven ticket management
• Advanced troubleshooting & real-time issue resolution
• Platform administration (user management, approvals, staging/testing)
• Data extraction, transformation & spreadsheet automation (Azure experience preferred)
• C# programming proficiency
• Strong knowledge of web applications and enterprise systems
• Cross-functional collaboration with many stakeholders
• Excellent organizational, prioritization & project coordination skills
• Analytical thinking with strong critical reasoning ability
• Effective meeting facilitation, presentations & user training

Qualifications and Requirements 

• Bachelor's degree or college diploma in Computer Science, Software/Platform Development, or a related technology field
• 2–3 years of experience in a similar technical support, platform administration, or systems role with emphasis on IT project management
• Experience using Jira, Confluence, or comparable ticketing/documentation systems
• Advanced proficiency in Microsoft Office Suite (Word, Excel, Outlook, SharePoint)
• Experience with Adobe Acrobat and Foxit PDF software
• Demonstrated ability to manage multiple overlapping projects and meet deadlines