Systems Support Analyst

Care Access

3h•Remote

About The Position

This role is dedicated to supporting the frontline teams who power Care Access’s mission to accelerate access to clinical research and expand participation in care. As a Systems Support Analyst, you will serve as the first point of contact for our internal end users, providing timely, thoughtful technical and product support to staff operating in fast-moving, decentralized environments. You will play a critical role in ensuring our frontline teams can do their work effectively by building trust, demonstrating empathy, and resolving issues efficiently. This includes troubleshooting user-reported challenges, distinguishing between workflow, training, and technical issues, and escalating more complex problems to developers, Technical Project Managers (TPMs), and cross-departmental partners when deeper investigation is required. As a key member of the Support function, you will help translate complex systems and processes into clear, actionable guidance, contributing to operational stability and continuous improvement. If you thrive in a mission-driven organization, enjoy collaborating across teams, and are motivated by enabling others to succeed in advancing clinical research, this role offers a meaningful opportunity to make an impact.

Requirements

Ability to work independently with minimal supervision and collaboratively, high level of self-motivation and energy with the ability to problem-solve in chaotic environments.
Verbal and written communication skills as evidenced by positive interactions with coworkers and management.
Work cross-functionally and collaboratively with other team members to accomplish mutual goals. Bring a positive and supportive attitude to achieving these goals.
Ability to balance tasks with competing priorities and bring critical thinking into discussions, curiosity, and passion to learn, innovate, able to take thoughtful risks, and get things done.
Work with many different departments and identify problems that staff and others face in the operations/industry.
Maintain a positive attitude under pressure.
Relevant professional experience supporting healthcare, clinical research, or operational technology environments may be considered in lieu of a formal degree.

Responsibilities

Serve as the initial point of contact for end user inquiries, delivering timely, high-quality support via phone, email, and chat to Care Access frontline staff.
Build and maintain strong, trust-based relationships with end users by demonstrating empathy, active listening, and a deep understanding of their day-to-day workflows and challenges.
Translate technical concepts into clear, practical guidance that enables frontline teams to operate efficiently and confidently.
Troubleshoot and resolve application and system issues, accurately distinguishing between user error, workflow gaps, configuration issues, and system-level defects.
Document issues thoroughly and escalate complex technical challenges to developers, Technical Project Managers (TPMs), and cross-functional partners as needed, providing clear context, reproduction steps, and impact assessment.
Track issues through resolution, ensuring appropriate follow-up and communication with end users.
Serve as an owner or administrator for assigned systems or tools, ensuring appropriate configuration, access, documentation, and ongoing usability.
Stay current on product updates, enhancements, and feature releases to provide accurate, up-to-date support.
Proactively surface patterns, recurring issues, and system gaps, contributing insights that improve scalability, efficiency, and user experience.
Partner cross-departmentally to align technical solutions with operational needs and frontline realities.