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Application Support Lead (R1010371) in New York, NY at IQVIA™

Date Posted: 2/11/2018

Job Snapshot

Job Description



Application Support Lead

New York, New York

Overview:

Looking for a skilled Application Support Lead with a passion for customer satisfaction, developed analytical skills, attention to detail and developing talent.


The application support team is responsible for providing exemplary service to clients in handling technical enquiries and maintaining the stability of all Polaris’ Software Products.

The key to success in this role is providing an excellent customer experience by proactively managing all application support issues.


Responsibilities

  • Lead in the development and maintain in-depth knowledge of Polaris software products
  • Resolve technical queries and communicating solutions directly to customers
  • Monitor and respond to open tickets submitted through an incident management system
  • Monitor systems alerts – troubleshoot and escalation if alerts cannot be resolved.
  • Prioritization and handling of service requests and incidents within predetermined SLAs
  • Chair weekly status calls with client stakeholders
  • Engage with third-party software vendors to ensure issues are progressed and relevant information is provided for troubleshooting or clarifying issues.
  • Contribute to departmental initiatives and identification of opportunities for process improvement
  • Improve and document the technical processes around application support (using Confluence)
  • Collaborate with Account Managers on change requests, managing issues and establishing priorities.
  • Handle emergency support calls on a rotational basis

Qualifications

  • Ability to work in the New York City office
  • Bachelor’s Degree
  • 5+ years of external customer facing experience in a software support environment
  • 3+ years management/lead experience
  • Excellent written and verbal communication skills
  • Demonstrated ability dealing with escalated customer issues
  • Creative problem-solving abilities and a passion for innovation
  • Ability to effectively influence and communicate cross-functionally; comfortable communicating complex concepts to others having diverse levels of seniority and technical competence
  • Ability to multi task, prioritize work and adapt during pressured situations
  • Experience of ITIL compliant incident, problem and change service management—a plus
  • Basic SQL, HTML/CSS knowledge a plus

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Job ID: R1010371