IT Product Support Engineer

IQVIA RDS Slovakia, s. r. o.

Place of work
Vajnorská, Bratislava
Contract type
Start date
Wage (gross)
1 400 EUR/month

Information about the position

Job description, responsibilities and duties


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.


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

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
University education (Master's degree)

Language skills

English - Upper intermediate (B2)

Personality requirements and skills

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.


Brief description of the company

At IQVIA, we have a vision. Where every healthcare decision is based on evidence. Where data science and human science come together to improve global health. Where new and creative solutions aren’t just possible – they are expected

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

Company address

IQVIA RDS Slovakia, s. r. o.
Vajnorská 100/B
831 04 Bratislava - mestská časť Nové Mesto


Kontaktná osoba: Erika Kostkova
E-mail: poslať životopis
ID: 4014765  Dátum zverejnenia: 28.12.2020  Základná zložka mzdy (brutto): 1 400 EUR/month