Join ICON plc as an Ops Support Analyst I, IRT and Make a Difference in Clinical Research!
Summary:
ICON plc, a leading global provider of healthcare intelligence and clinical research services, is seeking a highly motivated and skilled Ops Support Analyst I, IRT to join our dynamic team in Chennai or Trivandrum, India. In this role, you will be at the forefront of providing first-line voice-based support for Interactive Response Technology (IRT) systems, which are vital to the success of clinical trials worldwide. If you have a passion for problem-solving, excellent communication skills, and a background in IT or Life Sciences, we encourage you to apply!
Job Title: Ops Support Analyst I, IRT (Customer Service with Voice Support)
Company: ICON plc
Location: Chennai, India / Trivandrum, India
Job Type: Full-Time (Office with Flex)
Experience Required: 1–5 years (Voice Process)
Application Deadline: November 4, 2025
Posted On: October 31, 2025
Estimated Salary: ₹4,50,000 – ₹7,50,000 per annum
About ICON plc:
ICON plc is a world-leading healthcare intelligence and clinical research organisation. We are driven by our mission to help our clients accelerate the development of new drugs and therapies that improve the lives of patients around the world. We achieve this through our innovative technologies, global network of expertise, and unwavering commitment to quality and integrity.
Key Responsibilities:
As an Ops Support Analyst I, IRT, you will play a critical role in ensuring the smooth operation of our IRT systems, which are essential for managing patient randomization and drug supply in clinical trials. Your responsibilities will include:
- Providing first-line voice-based support to users of our IRT systems, addressing their inquiries and resolving technical issues in a timely and professional manner.
- Troubleshooting technical problems related to IRT systems and escalating complex issues to the appropriate teams for resolution.
- Collaborating with internal teams, such as IT, Clinical Data Management, and Project Management, as well as external vendors, to ensure seamless issue resolution and system performance.
- Monitoring IRT system performance and data accuracy during clinical trials to identify and address potential issues proactively.
- Maintaining comprehensive documentation, training materials, and user guides for IRT operations, ensuring that users have access to the information they need to effectively utilize the systems.
- Assisting in system validation, testing, and upgrades to ensure compliance with global clinical standards and regulations.
- Maintaining a strong understanding of clinical trial processes and the role of IRT systems in supporting these processes.
Qualifications & Skills Required:
To be successful in this role, you should possess the following qualifications and skills:
- Bachelor’s degree in Information Technology, Life Sciences, or a related field.
- 1–5 years of experience in a voice support or technical support role, preferably in the pharmaceutical or clinical research industry.
- Basic understanding of IRT systems and their application in clinical research.
- Excellent communication skills, both verbal and written, with the ability to explain complex technical concepts in a clear and concise manner.
- Strong troubleshooting and problem-solving skills, with the ability to identify and resolve issues effectively.
- Solid analytical and documentation skills, with the ability to accurately record and track support requests and resolutions.
- Strong multitasking abilities, with the ability to manage multiple priorities and meet deadlines.
- Team player with a high degree of attention to detail and a commitment to providing excellent customer service.
What ICON Offers:
At ICON plc, we recognize that our success depends on the talent and dedication of our employees. We are committed to providing a supportive and rewarding work environment where you can grow your skills and make a meaningful contribution to the advancement of healthcare. Our comprehensive benefits package includes:
- Competitive salary and performance-based rewards.
- Generous annual leave and work-life balance support.
- Comprehensive health insurance plans.
- Retirement planning and life assurance benefits.
- Global Employee Assistance Programme (TELUS Health) for well-being support.
- Flexible benefits, such as childcare vouchers, gym memberships, and travel subsidies.
- Opportunities for professional development and career advancement within a global organization.
Ready to Join Our Team?
If you are a motivated and skilled professional seeking a challenging and rewarding opportunity in the clinical research industry, we encourage you to apply for the Ops Support Analyst I, IRT position at ICON plc. We are looking for individuals who are passionate about making a difference in the lives of patients and who are committed to excellence in their work.