Job Description

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

Q\xc2\xb2 Solutions, IQVIA\xe2\x80\x99s laboratory business, creates connected intelligence by combining our expertise, technology and analytics - this fuels unparalleled research & development solutions. We uphold a deep commitment to patients, sites, customers, and each other.

IQVIA