Project Leader 2 (Novartis) (R1113288) in Chesapeake, VA at IQVIA™

Date Posted: 1/22/2020

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.

Client Contact Responsibilities:
The Client Contact is intended to be a subject matter expert in one or more Novartis business applications and/or franchises.  The Client Contact’s main responsibility is to gather information needed for the Service Desk to be successful in supporting the Novartis End Users.
Main Responsibilities:
• Attend Client meetings specific to their assigned areas of expertise; gather relevant information for Service Desk, and then bring       that information back to the Service Desk in order to ensure it is shared with the Agents
• Ensure that Knowledge Articles specific to their assigned area are current, clear and concise.  Work with the Knowledge Engineer to ensure timely updates.
• Work directly with Novartis contacts to proactively gather information that will impact the Service Desk.  Communicate this information internally at IQVIA to ensure the call forecast is up to date and the Agents are prepared.
• Conduct formal or ad hoc training as needed to communicate to the Service Desk.
• Participate in New Agent Training program as presenter for their area of expertise.
• QA closed tickets for accuracy for their area of expertise.
• Analyze L2/L3 escalations for their area of expertise, in order to identify shift-left opportunities, training opportunities for the agents, knowledge article refinement, etc. 
• Run ad hoc reports as requested for their assigned area of expertise.
• Participate in weekly/monthly status meeting with End User Experience team.
• Participate in semi-annual strategic Account Reviews.
• Attend Client off site meetings.
• Be a resource for the L1 agents.
• Anticipated travel, up to 50%.

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 to arrange for such an accommodation.

Job ID: R1113288


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