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Job Overview

As the Senior Solution Specialist in Service Management, you are the subject matter expert in the domain of service management. You will support the design, implementation, and maintenance of customer support models for IQVIA’s clinical eSource platform and digital health/connected device service lines. You are a change manager and will drive continuous improvement in our ways of working, service desk tooling, and customer support processes. You will be responsible for developing, tracking, and reporting on metrics which are meaningful to internal teams and to our customers. In this role, you will lead and collaborate with cross-functional groups to achieve two aims: to improve the customer experience of our support systems and to reduce the internal burden of providing support to customers.

Essential Functions

• Provide expertise in the domain of service design and service desk management.

• Analyze qualitative and quantitative data sources (including ticket data, customer feedback, etc.) to identify trends and opportunities for improvement in operational teams’ support models.

• Continuously improve the processes and ways of working across our multiple support organizations to enable more efficient customer support and provide excellent customer experiences.

• Investigate opportunities for tooling enhancements and configure support tools & dashboards (Jira Service Management, Confluence, Jira, Service Now, Spotfire, etc.) to improve the efficiency and efficacy of customer support.

• Develop, track, and continuously improve service desk metrics.

• Maintain an overview of active and urgent support requests, making sure support staff from different teams work together effectively and deliver timely support.

• Assist with the development of clear, user-friendly documentation of process and tools.

• Attend customer meetings and lead discussions of support team performance, metrics, and continuous improvement.

• Keep the pulse of the customer experience and advocate for their needs. Incorporate feedback into operational teams’ support models.

Qualifications

• Solid working experience in a customer service management position, preferably including process improvement or transformation initiatives.

• Experience working with clinical trial management software (eSource, eCRF, EDC) or digital health technologies will be a major advantage.

• Creative problem solving and data analysis skills enable you to use data analyses (quantitative and qualitative) to make service design decisions and recommendations to your stakeholders.

• Demonstrated ability to lead cross-functional project teams.

• Experience working with service management or product development tool suites, such as Jira Service Management, Service Now, or Salesforce. Working knowledge of the Atlassian product development tool suite is a plus.

• Experience creating documentation, training materials, operating procedures, and work instructions for support teams and end users.

• Excellent customer management skills and a demonstrated ability to understand customer needs, negotiate solutions, and understand impacts of proposed solutions on the overall project.

• Excellent communication and presentation skills in the English language.

• You have at least 5 years of prior relevant experience.

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IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. 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. Learn more at https://jobs.iqvia.com

IQVIA is a world leader in using data, technology, advanced analytics, and expertise to help customers drive healthcare – and human health – forward. Together with the companies we serve, we are enabling a more modern, more effective and more efficient healthcare system, and creating breakthrough solutions that transform business and patient outcomes.

To get there, it takes diverse skills and a curiosity to explore new possibilities. No matter your role, everyone at IQVIA, including our colleagues at Q² Solutions, contributes to our shared goal of improving human health. Thank you for your interest in growing your career with us.

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