Role Summary
We are seeking a strong Planisware Support and Operations Specialist to provide operational support for Planisware across Pharmaceutical Research & Development. The role is responsible for ensuring reliable system operations, high-quality data management, user support, reporting, and training while driving adoption through change management and release enablement. Working closely with business and technical teams, the specialist will support governance, planning processes, and cross-functional portfolio execution across Global Program Management, Clinical Operations, Regulatory, Real-World Evidence, and Pharmaceutical Development & Manufacturing.
Primary Skills (Must Have)
Planisware Administration & Operational Support
- Day-to-day Planisware support, user administration, issue resolution, and ticket management
- User access management, troubleshooting, and escalation coordination
- Data maintenance, reporting support, and system monitoring
Stakeholder & User Support
- End-user support across Global Program Management, Clinical Operations, Regulatory, RWE, and Pharmaceutical Development & Manufacturing
- Strong communication and stakeholder management
- Office hours facilitation and user query resolution
Training & Change Management
- Development and delivery of user training materials
- User onboarding and adoption programs
- Change management and communication planning
- Documentation of best practices and SOPs
Release & UAT Support
- User Acceptance Testing (UAT)
- Release coordination and deployment readiness
- Change control and release communication
- Validation of new functionality and business readiness
Reporting & Governance
- Report generation and dashboard support
- Portfolio and planning data management
- Governance meeting support and documentation
- Data quality monitoring and compliance
Process Improvement
- Continuous process optimization
- Operational excellence
- Cross-functional collaboration
Why This Role Matters
This position is critical for customer who can able to independently handled all Planisware Operational Support PM at Onshore.
What You''ll Do / Job Description of Role (RNR)
- Provide day-to-day operational support for the Planisware platform.
- Manage user access, incident resolution, and support requests within agreed SLAs.
- Maintain portfolio data integrity and support business reporting requirements.
- Conduct user training, onboarding sessions, and office hours.
- Develop and maintain training documentation, user guides, and knowledge articles.
- Support system releases, User Acceptance Testing (UAT), and change management activities.
- Coordinate with business and IT teams to ensure successful implementation of enhancements.
- Support governance meetings, planning cycles, and portfolio review processes.
- Monitor platform usage and promote best practices for data quality and system adoption.
- Identify opportunities for process improvements and operational efficiencies.
Soft Skills & Other Skills
Communication Skills:
- Communicate effectively with internal and customer stakeholders.
- Communication approach: verbal, emails and instant messages.
Interpersonal Skills:
- Strong interpersonal skills to build and maintain productive relationships with team members.
- Provide constructive feedback during code reviews and be open to receiving feedback on your own code.
Problem-Solving and Analytical Thinking:
- Capability to troubleshoot and resolve issues efficiently.
- Analytical mindset.
Task / Work Updates:
- Prior experience in working on Agile/Scrum projects with exposure to tools like Jira/Azure DevOps.
- Provides regular updates, proactive and due diligent to carry out responsibilities.
What Success Looks Like (6–12 Months) - Expected Outcome
- Deliver reliable and timely operational support for Planisware with high user satisfaction.
- Ensure accurate, complete, and high-quality portfolio and reporting data.
- Improve user adoption through effective training, documentation, and ongoing support.
- Successfully support system releases with minimal business disruption.
- Standardize governance processes and enable consistent portfolio planning across functions.
- Reduce issue resolution time through proactive support and efficient escalation management.
- Drive continuous improvements in operational processes and platform usability.
- Foster strong collaboration between business stakeholders and technical teams.
- Ensure scalable, standardized support processes across Global Program Management and R&D organizations.
- Contribute to improved portfolio visibility, planning accuracy, and execution efficiency across the enterprise.
Secondary Skills (Good to Have)
- Microsoft Excel, Power BI, and reporting skills.
- Project coordination and organizational skills.
- Documentation and SOP creation.
- ServiceNow, Jira, or similar ticketing tools.
- Training and knowledge sharing.
- Analytical problem-solving and continuous improvement.
- Understanding of Pharmaceutical R&D processes (preferred).
Why Join Us
- Be part of a global Pharmaceutical R&D organization supporting strategic portfolio execution.
- Work with cross-functional teams across Global Program Management, Clinical Operations, Regulatory, and Manufacturing.
- Play a key role in driving operational excellence and adoption of the Planisware enterprise platform.
- Gain exposure to global governance, portfolio planning, and digital transformation initiatives.
- Contribute to continuous process improvements while developing expertise in enterprise project and portfolio management.
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