Job Description

Join us on our exciting journey! IQVIA\xe2\x84\xa2 is The Human Data Science Company\xe2\x84\xa2, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward. The Analytics Center of Excellence: Our new Analytics Center of Excellence (ACOE) harnesses our global healthcare insights, working closely with our clinical and therapeutic experts to power evidence-driven design, speed site activation and recruit the right patients, faster. This is a new unit within our business, integrated within Clinical Operations. We\xe2\x80\x99re using big data and advanced analytics to derive insights that transform clinical development and bring new medicines to patients faster through successful trial delivery. This multi-functional team is an innovation for our business, requiring entrepreneurial and independent thinking to build our capability. Unique and with a global view, this Center of Excellence is a chance to revolutionize the clinical research industry. Purpose of the Job: We are hiring the ACOE-TSE team. This team is responsible for effective and timely resolution of business and technical queries for product users. These queries are related to multiple ACOE products and offerings which involve advanced analytics on the big data assets and AIML. The overall role of the incumbent is to understand and satisfactorily resolve the queries; to provide an informative and supportive first point of contact, and to assist all our stakeholders in making the best use of products from the ACOE team. Principal Accountabilities: 1. Technical System Engineering (TSE) plays crucial role in ensuring that users of Analytics Centre of Excellence (ACOE) products and services receive timely resolution for the issues 2. Single point of contact (provides L1 and L2 technical support) for the product user community of several Analytics Centre of Excellence (ACOE) products. 3. Team is involved in assessing & resolving issues/query raised (on Service-Now VIA platform) by product users and proactively work with product team (includes Product manager and development team) for timely resolution. 4. Analyzing and identifying technical issues (both frontend & backend) reported by users and providing solution to the same, either through direct assistance or by guiding users through troubleshooting steps Copyright \xc2\xa9 2024 IQVIA. All Rights Reserved. Confidential and Proprietary. Page 1 5. Team is also responsible for developing and maintaining a comprehensive knowledge base of FAQs and troubleshooting guides. 6. Keeping documentation up to date based on new product releases, features etc. 7. Keeping users informed about knows issues, product updates and resolutions. 8. Tracking Key performance indicators (KPIs) by publishing various product dashboards 9. Collaborating with Product users, dev teams, and other up/down stream applications for a unified customer experience 10. Regular connects with product managers/teamsfor effective resolution of users\xe2\x80\x99 issues/queries 11. Drive continuous improvement & provide key health indicatorsfor the products. 12. Ensuring smooth product operations Qualifications: \xe2\x80\xa2 Bachelor\xe2\x80\x99s or master\xe2\x80\x99s degree in engineering, Computer Science or related field. \xe2\x80\xa2 Strong analytical and problem-solving skills. \xe2\x80\xa2 Excellent communications and interpersonal abilities \xe2\x80\xa2 Ability to work effectively in a team environment. \xe2\x80\xa2 Eagerness to learn and adapt to new technologies and tools. Preferred skills: \xe2\x80\xa2 Familiarity with software development methodologies. \xe2\x80\xa2 Basic understanding of engineering principles and processes. \xe2\x80\xa2 Prior internship or project experience in a technical role is a plus. Benefits: \xe2\x80\xa2 Opportunity for professional growth and development. \xe2\x80\xa2 Mentorship from experienced engineers and technical experts. \xe2\x80\xa2 Exposure to cutting-edge technologies and projects. \xe2\x80\xa2 Competitive salary and benefits package. If you are a recent college graduate with a passion for technology and a desire to launch your career in a dynamic environment, we encourage you to apply for this role.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 \xe2\x80\x93 to help our customers create a healthier world. Learn more at

IQVIA