Job Description We are seeking a dedicated and collaborative Level 2 Support Specialist to join our close-knit team. This role involves providing exceptional support and customer service for inquiries related to clinical trials. The ideal candidate will have excellent communication skills, a team-oriented mindset, and a willingness to help others. Key Responsibilities: - Ticket Management: Handle 80-100 tickets per month, including inquiries via chat, chatbot, email, phone calls, and ServiceNow - Troubleshoot and resolve issues related to medication shipments, system queries, and clinical trial inquiries. Escalate incidents as necessary. - Data Analysis: Analyze data to identify trends and recommend system updates, training improvements, and other measures to reduce incoming cases. - Knowledge Base Management: Utilize over 100 knowledge bases with troubleshooting guides. Review and create training materials and end-user guides. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .     To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements 1-2 years of IT support experience Experience writing and editing knowledge documents and end user guides Excellent communication and writing skills Experience with ServiceNow or similar incident Some experience with some incident management system Any kind of clinical trial/drug related/pharma related Bachelors Degree null We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.