Job Details

Company Information

At Advarra, we are passionate about making a difference in the world of clinical
research and advancing human health. With a rich history rooted in ethical
review services combined with cutting-edge technology solutions and deep industry
expertise, we are at the forefront of industry change. A market leader and
pioneer, Advarra breaks the silos that impede clinical research, aligning
patients, sites, sponsors, and CROs in a connected ecosystem to accelerate
trials.

Job Duties & Responsibilities

Zendesk Management- Tickets, Reports and Dashboards:
Maintain expert level understanding of Zendesk products including Support,
Explore, Guide and other marketplace apps to support business needs.
Document the processes, create data flow diagrams, and process flow diagrams
to facilitate better system understanding.
Implement and support current system roll outs, as well as all required
maintenance and upgrades in addition to recommendations for process
improvements.
Responsible for the overall data quality in Zendesk.




Assist in training current and current users on both Zendesk usage, reports, and
workflows.
Take ownership of issues and requests received through the BOS (Business
Operations Support) team.
Triage, prioritize, and assign tasks to ensure timely resolution.
Regularly review and refine reporting structures in the BOS team to support
team members’ movement within the teams for optimal efficiency.

Customer Requests Management:
Timely generation of tickets received from customer emails. Ensure tickets
are created and prioritized on the same day as the request.
Redact customer-specific documents shared via Zendesk.
Proactively collaborate with managers to ensure compliance with secure file
sharing protocols.
Onboarding new services customers and creating requisite triggers, workflows
as per the customer requirement and team’s direction.

Reports and Dashboards:
Proficiently crafts and manages Zendesk re

📌 Bos Analyst Bengaluru
🏢 Advarra
📍 Bengaluru