IQVIA Solutions/ Pharmacovigilance & Risk Management Technology Solutions/ Service Desk/ Hosting Managed Service Advisor (R10990 in Tokyo, JP at IQVIA™

Date Posted: 4/4/2020

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.

私たちのチームは、IQVIA Real World Technology Solutionsの組織に属し、Pharmacovigilance/Safety関連、さらにはRisk Management関連における、付加価値の高いソリューションやサービスを、製薬メーカーをはじめとした多くのライフサイエンス企業に提供しています。




* 1次受けITサポートのコールセンターなどの経験、あるいは社内向けのサービスデスクの経験3~5年以上
* 日英バイリンガル (ビジネスレベル)
* カスタマー対応スキル

* ワークフローベースになっているアプリケーションソフトのサポート経験
* アクティブディレクトリー、SQLの基本的な知識
* 製薬業界、医療機器業界などでの勤務経験
* フローチャートが読めること、あるいは業務でフローチャートを使用した経験があること(要件定義などの経験は不要)
* Argusのサポート経験
* SDLCモデル、Software Test Life Cycle、Defect Management Life Cycleに関しての知識

Belonging to IQVIA Real World Technology Solutions organization, we provide highly value added solutions and services to Pharmaceutical Manufacturer and other life science companies.
■Role & Responsibility
He/she will mainly be responsible for troubleshooting tasks arising from our clients post go-live. Requests vary from tasks that can be solved quickly such as explaining how to properly use the software itself, to tasks such as modification of bugs. If issues can be resolved at the initial stage, he/she will do so; if not, then escalation of the request to in-house IT specialist team via ticketing system will be required. Monitoring, and ensuring the swift closure of raised tickets will also part of the applicants responsibilities.
Generally, all requests from clients are made either via phone calls, emails, or internal tickets. Internal requests to in-house IT specialist team should be raised in English as they are located in India (or U.S.A).
In addition to the above mentioned daily operations, successful applicants will also responsible for weekly and monthly meetings to track the status of issues that have been raised, as well as the creation of monthly reports. Depending on his/her experience, the job scope can be extended to such tasks as: expansion of the service desk team, organization building, etc.
*Facing and dealing with client requests/inquires (for customers using our hosting services post-implementation of applications)
*Hosting weekly and monthly meetings to track the status of issues raised
*Making monthly reports
*Prioritization of tickets and providing Level 1 support to clients, or escalating issues to IT team located in India or US if necessary
*Interact with clients from clients to collect necessary information
*Ensuring the process of tickets till the closure
*Currently, the number of new tickets per day is not high, but each tickets tend to last for rather a long time. Ideally he/she can not only handle just a daily-customer service and support desk, but can also plays a productive role to solve challenges and contribute to the improvement of our service.



* At least 3-5 years experience in Level 1 IT support at Call Centre or likewise, or in in-house service desk.
* Bilingual in Japanese/English at business level
* High-quality customer facing skill

■Nice to have
* Support experience in workflow-based application software
* Basic knowledge of Active Directory and SQL
* Work experience in pharmaceutical or medical device industry
* Able to read flow chart, or experience in using flowchart (experience in defining requirements is not necessary)
* Argus Support experience
* Well versed with various SDLC models and Software Test life cycle and Defect Management Life Cycle

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.

Job ID: R1099014