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IQVIA Product Support Tech Advisory 2 in Alexandria, Virginia

JOB DESCRIPTION:

  • Good knowledge in Salesforce.com application support

  • Ability to troubleshoot issues on Salesforce hosted application.

  • Knowledgeable in MuleSoft and Data repository.

  • Experienced in supporting Clinical research applications.

  • Excellent Analytical and Troubleshooting skills

  • Work with external, Internal customers to resolve issues

  • Work with stakeholders on system or technical support in line with project plans

  • Provide internal/external customer facing support.

  • Participate on teams (internal or external to IT Operational System Support Specialists) as assigned.

  • Willing to work in 24/7 support environment including on call support.

  • Identify quality issues and support corrective action plans and preventive measures.

  • Escalate risks / issues as appropriate.

  • May participate in product UAT validation.

  • Create, maintain and review system or process documentation and guidelines with guidance.

  • Maintain quality standards, assist with trend analysis and track user requests for enhancements. Track and provide data for project updates. Escalates as appropriate.

  • Maintain compliance with SOPs, training and keep current on knowledge and relevant initiatives.

  • Assist with system interface or process map specification requirements. May help with process documentation or communication activities.

  • Participate in change initiatives; active change advocate.

  • Communicate issues to business units at various levels of seniority.

  • Coordinate and assist in validation activities related to the deployment of business applications.

  • Assist in training and communication programs.

  • Familiarity with Master Data Management concepts

  • Experience with Contract Research Organizations (CRO), Healthcare, or similar highly regulated environment.

  • ITIL certified, Experience writing knowledge articles and conducting knowledge transfers

  • Experience working in a large Matrix Environment

  • Able to clearly communicate and work in tandem with multinational teams

  • Maintain knowledge of the IT industry, analyze the abilities of tools and technologies and compare with the needs of the business, recommend potential solutions to managers within the business.

  • Work closely with customers to identify business requirements and opportunities in relation to IT systems and services.

  • Communicate IT issues to business units at various levels of seniority.

  • Manage and coordinate the implementation of internal, external and off-the-shelf business applications with all IT and business groups.

  • Coordinate validation activities related to the deployment of business applications

  • Experience with enterprise level visualization products

  • Experience consuming data from data warehouses

Skillsets

  • Able to clearly communicate in English with users from a variety of cultural backgrounds.

  • Ability to assume ownership of an issue and act as an advocate for affected users

  • Solid technical background and experience

  • Possesses fine-tuned analytical skills

  • Relational database experience

  • Knowledge on Production Support Process

  • Possesses exemplary written and verbal skills

  • Basic knowledge of SOPs, GCPs, related regulatory process requirements.

  • Good computer literacy, organizational, communication and problem-solving skills

  • Ability to handle multiple priorities, tasks and meet deadlines.

  • Self-motivated and able to work with limited supervision.

  • Good customer service skills.

  • Strong PC-based troubleshooting skills

MINIMUM REQUIRED EDUCATION AND EXPERIENCE

  • Bachelor's degree or any equivalent degree. Bachelor’s degree, or educational equivalence,

  • 5-7 years of experience in Production application Support on Salesforce platform.

PHYSICAL REQUIREMENTS

  • Extensive use of telephone and face-to-face communication

  • Extensive use of keyboard and mouse requiring repetitive motion of fingers and wrists

  • Regular sitting for extended periods of time

ADDITIONAL REQUIREMENTS

  • Flexibility to work in Shifts

  • Please note this position is open to remote/home-based option

At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com .

IQVIA is an EEO Employer - Minorities/Females/Protected Veterans/Disabled

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities. Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.

At IQVIA, we have a vision. Where every healthcare decision is based on evidence. Where data science and human science come together to improve global health. Where new and creative solutions aren’t just possible – they are expected.

Thank you for your interest in growing your career with us. It takes insight, curiosity, and intellectual courage to transform healthcare. The 56,000+ employees of the IQVIA family of companies, including Q2 Solutions, are reimagining a world without the consequences of disease. We are brave minds bringing powerful ideas to reality. At IQVIA, you can truly make an impact in an environment where you’re supported to succeed.

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