Application Support Lead (R1092690) in Murray Hill, NJ at IQVIA™

Date Posted: 10/6/2019

Job Snapshot

Job Description

IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.

Summary

Provides pre and post application support for IQVIAs global product delivery solution. The Application Support Lead must have the ability to triage and drive complex issues to resolution while working closely with the client teams to assess impact. This position will also act as a liaison between the business, technology, and the tier 1 and 2 support teams to ensure that issues are resolved in accordance with IQVIA processes and client SLA’s. The Application Support Leads  will also be required to act as a team lead to provide guidance and assistance to the tier 1 and 2 support teams.
 

Responsibilities

  • Provides pre and post application support for IQVIA’s global product solution
  • Monitors and prioritizes incidents according to SLA guidelines
  • Provides incident and problem management for production issues
  • Serves as an escalation point for the tier 1 and 2 production support teams
  • Collaborates cross-functionally with various technical and non-technical resources to drive timely resolutions to production support issues
  • Tracks and monitors support queues and response times against client SLA’s
  • Responds to day-to-day business requests for research, troubleshooting, and support
  • Creates and provides support process and workflow documentation / training to IQVIA employees 
  • Follows and utilizes standardized IQVIA requirements, tools, templates and SOPs
  • Applies in-depth knowledge of system capabilities and user requirements to identify opportunities for process improvement, monitoring, and automation

Experience Desired

  • Associate Degree required, Bachelor's degree in Computer Science, Business, or Communications preferred
  • 3-5 years of experience in a multi-tiered global application support environment
  • 1-2 years in a supervisory or team lead role is preferred
  • Salesforce Certification preferred
  • Experience with ITSM ticketing systems such as Service Now, Remedy, and JIRA
  • Experience supporting SaaS solutions

Competency Requirements

  • Strong leadership skills and the ability to lead by example
  • Exemplary written and verbal communication skills
  • Ability to work in fast paced environment
  • Works collaboratively with both technical and non-technical resources
  • Ability to manage short and long term projects requiring multiple resources
  • Ability to triage and  prioritize multiple issues based on business impact
  • SDLC background and experience with multiple methodologies

#LI-AC1

    Join Us

    Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare. Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.

    Forge a career with greater purpose, make an impact, and never stop learning.

    IQVIA is an EEO Employer - Minorities/Females/Protected Veterans/Disabled

    IQVIA, Inc. provides reasonable accommodations for applicants with disabilities.  Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.



    Job ID: R1092690