Subject Matter Expert

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.

The Subject Matter Expert (SME) handles all technical and procedural issues pertaining to his or her assigned Client account(s). The SME serves as the communication hub between the level 1 Service Desk team and management, as a coach and mentor to support staff, and the point of escalation to clients and other vendors. The SME recommends actions, and develops and maintains client-specific documentation, procedures, and training materials.
Ticket and Call handling, monitoring, and reporting:
• Serve as first level of escalation for level 1 Service Desk technicians.
• Monitor status of ticket escalations to Level 2 support, clients, and other vendors.
• Drive escalated issues to timely resolution.Documentation and Training:
• Create and maintain client-specific documentation including supported hardware and application documentation, troubleshooting   guides, processes and p rocedures, training materials, and administrative documentation.
• Train Service Desk technicians on client-specific knowledge and processes.
• Create assessments to measure Service Desk knowledge.
• Attend client knowledge transfer sessions and other training sessions to capture new and updated information.
• Create and maintain client-specific knowledgebase content.Reporting, Analysis, and Open Issue Review:
• Conduct daily open issue review and coordinate weekly open issue review conference call with client.
• Prepare recurring and ad hoc reports. Analyze call and ticket data to identify trends.
• Provide root cause analysis and remediation recommendations
• Make recommendations where possible to resolve technical issues.
• Maintain awareness of upcoming or potential client technical support issues, changes to business processes, and scheduled events that may impact call volume and service levels.

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.