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IT Product Support Specialist
IQVIA RDS Slovakia, s. r. o.
Place of work
Bratislava
Bratislava
Contract type
full-time
full-time
Start date
11.05.2015
11.05.2015
Information about the position
Job description, responsibilities and duties
Quintiles (NYSE: Q) is the world’s largest provider of biopharmaceutical development and commercial outsourcing services with a network of more than 29,000 employees conducting business in approximately 100 countries. We helped develop or commercialize all of 2013’s top-100 best-selling drugs on the market.
Quintiles applies the breadth and depth of our service offerings along with extensive therapeutic, scientific and analytics expertise to help our customers navigate an increasingly complex healthcare environment as they seek to improve efficiency and effectiveness in the delivery of better healthcare outcomes. To learn more about Quintiles, please visit www.quintiles.com
PURPOSE
The primary purpose of his position is to provide tier 2 support of Quintiles global OpenText Livelink/Content Server ECM (electronic content management) environments and related applications. This involves working on the team’s most complex tickets while interacting with colleagues and customers across the world. Team members in this role will periodically participate in projects required for ongoing implementation, adoption and maintenance of systems.
RESPONSIBILITIES
· Provide assistance to internal and external system users through a variety of communications tools including telephone, e-mail and instant messenger
· Using a customer oriented approach, manage user support tickets through their life-cycle while working collaboratively with other support functions
· Perform root cause analysis of problems, execute functions necessary to resolve them and escalate as necessary
· Set up complex projects in ECM systems and troubleshoot issues arising from data feeds or other causes
· Perform exports and data transfers as required for completed projects
· Collaborate with business and IT stakeholders as necessary to implement and maintain ECM systems
· Participate in activities required for systems lifecycle management—such as tracking defects and user acceptance testing
· Advise users and other support personnel on using ECM systems in compliance with SOPs and usage guidelines
· Create, review and maintain documentation and training materials for end users
· Collaborate within the team and with other support functions to create, review and maintain support documentation
· Support the collection, management and reporting of metrics
· Participate in special projects as directed by team leadership
· Adhere to prescribed training, policies and support procedures
· Actively participate in and facilitate team meetings
· Contribute ideas for improved operational quality and efficiency
Quintiles applies the breadth and depth of our service offerings along with extensive therapeutic, scientific and analytics expertise to help our customers navigate an increasingly complex healthcare environment as they seek to improve efficiency and effectiveness in the delivery of better healthcare outcomes. To learn more about Quintiles, please visit www.quintiles.com
PURPOSE
The primary purpose of his position is to provide tier 2 support of Quintiles global OpenText Livelink/Content Server ECM (electronic content management) environments and related applications. This involves working on the team’s most complex tickets while interacting with colleagues and customers across the world. Team members in this role will periodically participate in projects required for ongoing implementation, adoption and maintenance of systems.
RESPONSIBILITIES
· Provide assistance to internal and external system users through a variety of communications tools including telephone, e-mail and instant messenger
· Using a customer oriented approach, manage user support tickets through their life-cycle while working collaboratively with other support functions
· Perform root cause analysis of problems, execute functions necessary to resolve them and escalate as necessary
· Set up complex projects in ECM systems and troubleshoot issues arising from data feeds or other causes
· Perform exports and data transfers as required for completed projects
· Collaborate with business and IT stakeholders as necessary to implement and maintain ECM systems
· Participate in activities required for systems lifecycle management—such as tracking defects and user acceptance testing
· Advise users and other support personnel on using ECM systems in compliance with SOPs and usage guidelines
· Create, review and maintain documentation and training materials for end users
· Collaborate within the team and with other support functions to create, review and maintain support documentation
· Support the collection, management and reporting of metrics
· Participate in special projects as directed by team leadership
· Adhere to prescribed training, policies and support procedures
· Actively participate in and facilitate team meetings
· Contribute ideas for improved operational quality and efficiency
Requirements for the employee
Candidates with education suit the position
Secondary with school-leaving examination
Follow-up/Higher Professional Education
University student
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)
Follow-up/Higher Professional Education
University student
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)
Language skills
English - Upper intermediate (B2)
Other knowledge
Business correspondence - Advanced
Personality requirements and skills
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
· Strong knowledge of OpenText Livelink/Content Server functionality, or similar ECM systems
· Strong problem solving skills for efficiently solving computer application issues. For example: software configuration, data feeds, and nested security group configuration.
· Ability to quickly learn new systems and processes while applying prior experience and critical thinking skills to new situations
· Working knowledge of Microsoft Office applications
· Ability to interact effectively by telephone and in writing
· Ability to perform basic business analysis activities, such as gathering and documenting business requirements
· 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 effectively 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
MINIMUM REQUIRED EDUCATION AND EXPERIENCE
Bachelors degree in Information Systems or a related field with three years experience supporting electronic content management systems in the biopharmaceutical industry; or equivalent combination education, training and experience.
· Strong knowledge of OpenText Livelink/Content Server functionality, or similar ECM systems
· Strong problem solving skills for efficiently solving computer application issues. For example: software configuration, data feeds, and nested security group configuration.
· Ability to quickly learn new systems and processes while applying prior experience and critical thinking skills to new situations
· Working knowledge of Microsoft Office applications
· Ability to interact effectively by telephone and in writing
· Ability to perform basic business analysis activities, such as gathering and documenting business requirements
· 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 effectively 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
MINIMUM REQUIRED EDUCATION AND EXPERIENCE
Bachelors degree in Information Systems or a related field with three years experience supporting electronic content management systems in the biopharmaceutical industry; or equivalent combination education, training and experience.
Advertiser
Brief description of the company
IQVIA™ is The Human Data Science Company™, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offices a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward.
We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve human health outcomes.
Whatever your career goals, we are here to ensure you get there!
We invite you to join IQVIA™
We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve human health outcomes.
Whatever your career goals, we are here to ensure you get there!
We invite you to join IQVIA™
Number of employees
1000 and more employees
ID: 1938746
Dátum zverejnenia: 28.4.2015
2015-04-28
lokalita: Bratislava Pozícia: ICT Specialist, IT Network Administrator, IT System Administrator, IT Tester, IT/Technical Support Specialist Spoločnosť: IQVIA RDS Slovakia, s. r. o.