Essential Functions
• Provide Level2 support for internal and external end users for application issues through tickets.
• Account Provisioning for multiple applications and monitoring alerts proactively to take timely action.
• Work with customers, L3 Support and project management teams to identify key project milestones and implementation timelines.
• When required escalate tickets/issues to T3 support team for the same, and connect with the relevant stakeholders to get them to closure.
• Perform troubleshooting and incident management for issues and ensure that they are resolved within the timeframes set by SLA.
• Ready to work in rotational shifts including night shifts and weekends.
• Working knowledge of support processes and working in production environment.
• Communicate IT issues to business units at various levels of seniority.
Qualifications
• Bachelor's degree in Computer Science or equivalent, a minimum of 3-5 years of relevant experience.
• Work is primarily achieved by an individual or through project teams, with emphasis on technical/discipline knowledge rather than managing people.
• Requires the application of expertise in professional area(s) to achieve results.
Required Knowledge, Skills and Abilities
• Solid technical background and experience
• Possesses fine-tuned analytical skills and support experience
• Relational database experience
• Strong PC-based troubleshooting skills
• Possesses solid written and verbal skills
• IIS, Oracle, SQL, Windows Server
• Good verse with scripting and basic automation.
• Understanding of ITIL framework
Pref
• Working knowledge of software development processes and methodologies Req
• Knowledge of the clinical trial / pharmaceutical domain Pref
• Powerful work ethic with a focus on customer satisfaction Intermediate
• Strong customer facing and presentation skills Intermediate
• Process documentation skills Intermediate
• Validation documentation and execution skills
Intermediate
• Technical troubleshooting and documentation skills Intermediate
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com
Top Skills
What We Do
IQVIA (NYSE:IQV) is a leading global provider of advanced analytics, technology solutions, and clinical research services to the life sciences industry. IQVIA creates intelligent connections across all aspects of healthcare through its analytics, transformative technology, big data resources and extensive domain expertise. IQVIA Connected Intelligence™ delivers powerful insights with speed and agility — enabling customers to accelerate the clinical development and commercialization of innovative medical treatments that improve healthcare outcomes for patients. With approximately 70,000 employees, IQVIA conducts operations in more than 100 countries. To learn more, visit www.iqvia.com.
