bluebird bio's Global Information Technology team is on a mission to deliver efficient, innovative technology solutions and services to the bluebird bio and the patients we hope to serve. We move fast here at bluebird, working together as ONE TEAM in building a legendary gene therapy company, bringing hope to patients and their families. As a member of bluebird's IT team, you'll have the opportunity and privilege to develop technology solutions and services that will support patients, care givers and the healthcare organizations serving them. We are a passionate, hardworking and friendly flock of IT birds who are looking for individuals to step outside their comfort zone, roll up their sleeves and help us scale this organization to influence the industry of gene and cell therapy, while learning and growing along the way. We invite you to recode for life with us!
In this role, you will serve as bluebird bio's Information Technology Relationship Manager for our patient Treatment Centers supporting our commercial programs and clinical trials by fostering and accelerating the support for a new transformational gene therapy model and set of processes that will redefine treatment, patient and family engagement, case management and care as well as the technology infrastructure to support. The role will proactively drive software product strategy, provide application services, support and problem resolution for our treatment centers. The position will be based in Cambridge MA with responsibility for providing the above tasks for all US based Treatment Centers.
About the role:
Work closely with bluebird business teams (Site Engagement, Legal Compliance, Commercial and Patient Operations); Driving technology solutions & services that enable gene and cell therapy innovation and advanced patient care for our birds, our partners and our patients.Collaborate closely with bluebird's Commercial Treatment Centers and Clinical sites, and Contract Manufacturing Organizations effectively translating the needs across clinical care and clinical informatics, with real time feedback to internal product/application delivery team.
Support Treatment Center engagement activities; site administrative, technical and compliance personnel on bluebird's system requirements; support, collaborate with Treatment Centers and CMO's via onsite visits, teleconferences and electronic documentation.
Actively contribute to various application initiatives throughout the product life cycle (assist in system design, planning, testing, execution, and operational support)
Support pre-boarding, on-boarding as well as in-flight activities for Treatment Center's
Install, configure, test, maintain, and troubleshoot applications and related hardware
Drive US implementation of updates and enhancements to the bluebird bio Service Portal
Prepare user access and installation of the application for Treatment Centers
Provide initial support for hardware installed at Treatment Center's provide first level support for incidents reported by Treatment Center to call center or directly from Treatment Center and escalate incidents if required. Develop processes and long-term plan for scaling support operations globally for new products and markets
Document, track, helpdesk calls and/or escalate issues when necessary. escalate issues and requests to the IT-Application Team \when appropriate
Develop FAQs for Call Center resolution processes
Must have experience in either Hospitals, Life Sciences or the Healthcare industry, supporting clinicians and staff
Experience in Gene and Cell Therapy a plus.
Must have a strong IT systems background, well versed in application design functionality from a user experience perspective (clinical portal, patient case management and patient cell traceability)
Demonstrated ability to provide system setup, support and administrative training
Be an active, listening partner to our gene therapy account managers and site personnel on issues management, feature/functionality and process improvement requests for systems enabling patient treatment
3 - 5 years of experience system implementation and support of Salesforce, Veeva CRM platforms, Oracle ERP and front end web applications is required
Bachelor's degree or equivalent experience, and 1-3 years of end user support working within Helpdesk Applications including, ticket escalation and reporting
Excellent communication, customer relation and problem-solving skills a must.
Experience with providing external customer support
Excellent organizational skills, with ability to multi-task in an extremely fast-paced environment with changing priorities.
Ability to work effectively in a collaborative team environment where results are achieved through influence and the incorporation of multiple points of view
Ability to work autonomously on various problems and be willing and able to take on new responsibilities as needed.
Ability to travel approximately 50% of work hours.
Eligible to work in the United States
Be ready to embrace the principles of the bluebird bio culture: b colorful, b cooperative, and b yourself
Bluebird Bio, Inc.