Release Coordinator (R1043410) in Amsterdam, NL at IQVIA™

Date Posted: 9/11/2018

Job Snapshot

Job Description

Join us on our exciting journey!

Polaris (an IQVIA company) specializes in consulting and technology solutions for pharmaceutical companies. We are at the forefront of the industry in terms of delivering technology through innovation fuelled by our entrepreneurial culture.

Polaris employs over 200 people worldwide, and has been in business for more than 15 years. We are a truly global firm, speaking more than 37 languages. We are headquartered in New York City, with additional offices in Amsterdam, Boston, and San Francisco.

The position: Application Support Analyst

Polaris is seeking a highly motivated and resourceful individual to join our Amsterdam Support team. The ideal candidate will be excited about learning new technologies, has a can-do attitude, is result driven, and brings the ability to rapidly learn. The Application Support Analyst provides our customers with proactive and efficient support service in the resolution of technical support tickets for our software systems.

The role:

  • Demonstrate the highest standards of customer care by effective communication, reporting, and handling of all customer technical and functional issues, or dealings with the Support Team
  • Support customers by answering queries regarding our suite of software products verbally and in writing
  • Own customer issues from beginning-to-end resolution
  • Follow and ensure that the support processes and procedures are followed
  • Manage customer expectations
  • Internal escalation management
  • Determine the nature and the severity of the problem reported as per our predefined definitions.
  • Identify the scope and boundaries of the problem
  • Lead regular status report calls with client
  • Interact with development, product and IT infrastructure teams while managing different request types.
  • Identify areas for improvement in the software and processes
  • Keep accurate records of discussion or correspondence with customers

Specific Tasks Include:

  • Develop and maintain trust with clients
  • Lead regular conference calls with clients
  • Provide after-hours emergency support as part of an after-hours schedule
  • Build out and maintain knowledgebase of application-specific processes, known errors and other relevant documentation
  • Maintain and update customer contact information for off-hours support team, in event of a production down situation
  • Ticket resolution, to meet SLA commitments
  • Ticket management as per ITIL principals

Our ideal candidate will have:

  • Ability to work regularly out of our Amsterdam office
  • University degree – preferably in Information Technology
  • 3-5 years of experience – preferably in IT application support
  • Knowledge of ITIL v3 Fundamentals, certification is not required but is a plus
  • Experience with ticket management systems such as Zendesk
  • Experience with Confluence is a plus
  • Creative problem-solving abilities and a passion for innovation
  • Experience supporting customer operations, particularly in a fast-paced startup or tech software environment
  • Ability to effectively influence and communicate cross-functionally
  • Strong experience with troubleshooting
  • Experience in a senior/leadership role
  • Basic SQL querying knowledge
  • HTML/CSS knowledge a plus
  • New Relic experience is a plus
  • Intermediate knowledge in Windows Server 2008r2, MSSQL 2008r2, IIS, Windows OS, IE.
  • Basic understanding of cloud infrastructure is a plus
  • Windows workstation and AD knowledge is a plus
  • Basic understanding of networking is a plus
  • Programming language knowledge a plus
  • Excellent English communication skills (written and oral) including technical aspects of a project, ability to develop usable documentation, results interpretation and business recommendations

We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and

Whatever your career goals, we are here to ensure you get there!

We invite you to join IQVIA™.

Job ID: R1043410