Job Description

JOB DESCRIPTION Job Overview Manages the operational aspects of projects and programs. Will ensure that all project work is completed in accordance with SOPs, policies and practices. Essential Functions . Create, track and report on incident timelines . Extensive experience of using Service Now as the ticketing tool for at least 2+ years . Help resolve software and technical questions for the customer efficiently and effectively . Gather the required information necessary to best handle customer software and technical inquiries . Manage customer expectations regarding estimated response times for issue resolution. . Resolving the issues through Phone, chat, and email communication channels. . Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations. . Extensively research and document customer technical issues. . Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate. . Partner with Technical Support team members on various strategic projects when needed . Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status. . Run monitoring reports for usage, performance, and/or availability. . Document solutions for knowledgebase and bring new ideas for innovation and automation excellence into the Support team. . Raise problem ticket when issue repeated and take necessary technical support to closure. . Good debugging skills . Passion to be a part of a hardworking and winning team. . Ability to multitask in a fast-paced environment . Excellent ability to learn and articulate software-related and technical concepts . Strong active listening skills and excellent written . Excellent oral communications skills and customer Service Orientation . Strong attention to detail when communicating with customers (verbal & written) . Ability to empathize with customers and convey confidence 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

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