Customer Support Analyst

Defining Requirements for End User Support provided by the SmartSolve Superuser Team. This role provides cross-functional solutions integrating people, processes, and technologies in order to make effective business decisions. May interact with both internal and external stakeholders. Will ensure their work is conducted in accordance with SOPs, policies and practices and meets quality and timeline metrics.

• Fulfill end-user requests for routine system administration tasks.
• Provide guidance to end-users on application functionality and procedural topics that are within assigned remit.
• Escalate end user requests and incidents to higher level support staff or management in accordance with the escalation path for the assigned system or process.
• Contribute and implement ideas to improve overall quality and efficiency of systems and processes.  Act as a change advocate.
• Maintain compliance with SOP, training, time reporting requirements, other procedures, and applicable regulatory requirements
• Perform technical and complex system support tasks that require a higher level of experience and skills.  Track and manage defects per established procedures.
• Participate in or lead cross-functional projects involving other support teams, or function as a consultant to such teams.
• Function as a backup for other team members, including more senior staff as appropriate.
• Assist with the timely coordination and tracking of all information, actions, communications, documents and materials for assigned projects. May assist and schedule meetings and produce and distribute assigned minutes and actions.
• Take and record minutes, notes and actions at assigned meetings, distribute and follow up accordingly.
• Assist in the preparation of presentations. Review and assist in the preparation of project communications.
• Support the updating and maintenance of internal systems, databases, tracking tools, timelines and project plans with project specific information.
• Participate in change initiatives, act as change advocate and supporter.

All responsibilities are essential job functions unless noted as nonessential (N).

• Critical thinking skills with ability to solve problems and troubleshoot technical issues.
• Effective organizational skills and attention to detail
• Self-motivated, proactive, and able to work with little guidance/supervision.
• Proficiency in the English language in a business setting. Verbal and written communication skills
• Good computer literacy (Microsoft Office suite), organizational and problem-solving skills
• Ability to handle multiple priorities, tasks and meet deadlines.
• Good customer service skills

• High school plus 4 years or educational equivalence, in clinical, biological or mathematical sciences, business or related field
• 1 to 2 years of IT enabled End User/Customer Support

• Extensive use of telephone and face-to-face communication requiring accurate perception of speech
• Extensive use of keyboard requiring repetitive motion of fingers
• Regular sitting for extended periods of time

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com