IT Product Support Engineer

Purpose

The primary purpose of this position is to provide end-user support of IQVIA’s global OpenText Content Server ECM (electronic content management) environments, Wingspan eTMF environments and related applications.  Team members in this role may periodically participate in and/or lead projects required for ongoing implementation, adoption and maintenance of systems.

Responsibilities

• Provide assistance to internal and external users through a variety of communications tools including telephone, e-mail and chat
• Using a customer-oriented approach, manage user support tickets through their life-cycle while working collaboratively with other support functions
• Perform system administration tasks
• Perform root cause analysis of problems, execute functions necessary to resolve them and escalate as necessary
• May perform exports and data transfers as required for completed projects
• Answer general customer queries related to usage of the systems
• May participate in and/or lead activities required for systems lifecycle management—such as tracking defects
• Advise users and other support personnel on using systems in compliance with SOPs and usage guidelines
• Collaborate within the team, with other support functions and with business partners
• May participate in and lead special projects as directed by team leadership
• Adhere to prescribed training, policies and support procedures
• Actively participate in and/or facilitate team meetings
• Contribute ideas for improved operational quality and efficiency

Required Knowledge, Skills and Abilities

• Experience supporting OpenText Content Server functionality or similar ECM systems, preferred.
• Strong problem solving and critical thinking skills with experience troubleshooting technical issues. 
• Working knowledge of Microsoft Office applications
• Ability to interact with end-users by telephone and in writing
• Excellent customer service skills
• Proficient in the English language
• Effective written and verbal communication skills
• Effective organizational skills and attention to detail
• Ability to handle multiple priorities and meet deadlines
• Self-motivated, proactive and able to work with little supervision
• Ability to work effectively and collaboratively in a global team environment
• Ability to work a flexible schedule as needed to meet with global colleagues
• IT Service Management tool experience
• ITIL certification or knowledge is a plus
• IT Service management tool experience

Minimum Required Education and Experience

Bachelor’s degree in Information Systems or a related field preferred with three years business experience supporting IT systems; or equivalent combination education, training and experience.

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 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.