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Product Support Tech Advisor 1 (R1065950) in Marietta, GA at IQVIA™

Date Posted: 3/15/2019

Job Snapshot

Job Description

Q2 Solutions is a leading clinical trial laboratory services organization with end-to-end laboratory services and secure, enterprise-wide biospecimen and consent management solutions. With a relentless focus on quality and innovation, Q2 Solutions uses its global experience and scientific expertise to transform science and data into actionable medical insights that help customers improve human health.  A joint venture of IQVIA (formerly QuintilesIMS) and Quest Diagnostics, Q2 Solutions combines the best of each parent organization’s clinical trials laboratory services capabilities to fulfill its mission of treating each sample as if a life depends on it.

Works at the highest level of technical competency and serves in a lead capacity for other Product Support Specialists and technical advisors. Manages and coordinates the qualification and deployment of systems. Collaborates with business leaders, end users, other IT departments, and software vendors to develop and provide appropriate support strategies for regional and global business applications. Provides technical support, consulting, and system related cost/benefit analysis to project teams, customers, business leaders, and bid defense teams. Collaborates with various groups to assist in the production of the system architecture and data model. Assists in the vendor and product selection process and identifies new technologies and assists in the determination of support requirements. Assists in the development and direction of Product Support through process development and improvement for technical and business processes. Also provides level 3 support services for regional and global business applications.

RESPONSIBILITIES

  • Defines deliverables, costs, benefits, and ROI information.
  • Provide support for bid defenses and proposals.
  • Interact with software vendors, Infrastructure services, and/or Applications Development to restore service and/or correct core problems.
  • Communicate IT issues to business units at various levels of seniority.
  • Manage and coordinate the implementation of internal, external and off-the-shelf business applications with all IT and business groups.
  • Coordinate validation activities related to the deployment of business applications.
  • Produce and assist training and communication programs.
  • Coordinate with internal and external service providers in the area of incident, problem, and change management, capacity planning and troubleshooting, representing the interests of supported business groups.
  • Manage and support vendor contracts to established service level agreements.
  • Work closely with customers to identify business requirements and opportunities in relation to IT systems and services.
  • Identify and assess technologies, skills, and resources required.
  • Support evaluations and procurement of new hardware.
  • May also provide level 3 support for internal and external end users for PC, server, and mainframe application problems.
  • Maintain knowledge of the IT industry, analyze the abilities of tools and technologies and compare with the needs of the business, recommend potential solutions to managers within the business.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

  • Solid technical background and experience
  • Possesses fine-tuned analytical skills and/or programming experience
  • Relational database experience
  • System deployment/implementation expertise
  • Possesses exemplary written and verbal skills
  • Possesses leadership and mentoring skill

PREFERRED KNOWLEDGE

  • Experience with SAS scripting, macros, reporting and interfacing with Oracle and MS SQL databases
  • Experience with ELN (Electronic Lab Notebook)
  • Experience with VBA, SQL, MS Access and SQL Server,
  • Crystal Reports
  • Configuration/Release Management
  • Experience with web services and integration development
  • Some experience with data-centric cloud services (Azure or AWS)
  • Experience with single-sign-on (SSO) connections
  • Knowledge of ITSM, ITIL, SDLC and Agile processes
  • Knowledge of application servers and web server technologies like Oracle WebLogic, Apache Tomcat, Apache HTTP Server, and Nginx.

MINIMUM REQUIRED EDUCATION AND EXPERIENCE

  • Bachelor's degree in Information Management or business-related fields preferred
  • 7-10 years business experience; or equivalent combination of education, training and experience
  • Experience in Lab environment
  • Experience in a regulated environment IQ/OQ/PQ documentation
  • Experience supporting lab software
  • Experience with Watson LIMS or other LIMS
  • Experience with Oracle and MS SQL, including TSIS, SSIS, SSRS
  • Advanced knowledge of SQL,  PL/SQL, DML and DDL

EEO Minorities/Females/Protected Veterans/Disabled



Job ID: R1065950