Senior Support/Service Desk Analyst

This position is with IQVIA’s Privacy Analytics team in Ottawa, Canada. Located downtown in the heart of the National Capital Region, Privacy Analytics is on the cutting edge of data de-identification and re-identification research and we have translated this patented research into an amazing offering of software products and services that are enabling researchers to access healthcare data for analysis while ensuring individuals’ identities are protected.

Our Java- and Scala-based flagship product sits on the cutting edge of technology and is a scalable, distributed enterprise engine built on Apache Spark that processes terabytes of data to conduct both mathematical calculations and data transformations. The work we do spans the entire spectrum of enterprise feature development, data analytics at scale, UI design and development, statistical modelling, and algorithm design all the way down to low-level algorithmic optimizations. We tackle technical problems that will engage and challenge the brightest minds, and we have very big ambitions ahead of us for which we’re expanding our team.

In this role you will:

• Solving complex customer problems
• Asking insightful questions that get to the root cause of the customer’s problem
• Generating solutions using your product knowledge and our knowledge bases 
• Take ownership of support incidents and use all available resources & knowledge to solve them
• Consistently improve the quality of your work by working with the feedback and coaching you receive
• Collaborate with all teams (sales, implementation & development) to improve quality across products
• Stay up to date with emerging technologies and best practices 

To do this you will have:

• Analytical skills (problem analysis & trouble shooting)
• Ability to communicate confidently and effectively with our customers
• Experience troubleshooting and solving technical problems
• Customer advocacy, empathy, and keen attention to detail
• Knowledge of Operating Systems (Linux and Microsoft)
• Experience with Cloud Technologies (AWS & Azure)
• Degree or diploma in Engineering, IT related or relevant field
• Experience in a technical support role covering enterprise software products

Office Address: Laurier Ave W #200, Ottawa, ON K1P 5J6, Canada.

#CareersWithPA

At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 70,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.