IT Product Support Specialist - ECM Systems Support

Quintiles Slovakia, s. r. o.

Place of work
Vajnorská 100/B, Bratislava
Contract type

Information about the position

Job description, responsibilities and duties

QuintilesIMS is the largest provider of biopharmaceutical development and commercial outsourcing services and a global leader in healthcare intelligence. With a global team of 50,000+ working across 100 countries, we harness insights, commercial and scientific depth, and executional expertise to empower clients to achieve some of their most important goals: Improving clinical, scientific and commercial results. Realizing the full potential of innovations, and, ultimately, building solutions for our clients to drive healthcare forward.

The main purpose of this position is to provide end-user support of Quintiles global OpenText Content Server ECM (electronic content management) environments, Wingspan eTMF environments and related applications. Team members in this role may periodically participate in 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 instant messenger
- Using a customer oriented approach, handle user support tickets through their life-cycle while working harmoniously with support functions
- Perform root cause analysis of problems, execute functions necessary to resolve them and call out as necessary
- Perform system administration tasks
- May perform exports and data transfers as required for completed projects
- Answer general customer queries related to usage of the system.
- Potentially join in activities required for systems lifecycle management—such as tracking defects and user acceptance testing
- Advise users and other support personnel on using systems in compliance with SOPs and usage guidelines
- May collaborate within the team, with other support functions and with business partners to build, review and maintain documentation and training materials
- May deliver training and mentoring to team members
- 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
- Devote 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 education (Bachelor's degree)
University education (Master's degree)

Language skills

English - Advanced (C1)

Personality requirements and skills

- Experience supporting OpenText Content Server functionality or similar ECM systems, preferred.
- Strong analytical skills with experience fixing technical issues. For example: data interface issues or client configuration issues.
- Working knowledge of Microsoft Office applications
- Ability to communicate 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, dedicated and able to work with little supervision
- Working effectively and reciprocally in a global team environment
- Ability to work a flexible schedule as needed to meet with global colleagues

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.

QuintilesIMS is a strong advocate of diversity and inclusion in the workplace. We believe that a work environment that embraces diversity will give us an ambitious advantage in the global marketplace and enhance our success. We believe in versatile and respectful workplace culture cultivates a sense of belonging among our employees, builds a stronger team, and allows individual employees the opportunity to maximize their personal potential.


Brief description of the company

Quintiles is the world’s leading provider of biopharmaceutical services. With a network of more than 28,000 professionals working in more than 80 countries, we have helped develop or commercialize all of the top 50 best selling drugs on the market. With extensive therapeutic, scientific and analytics expertise, we help biopharmaceutical and health sciences customers navigate the increasingly complex landscape with more predictability to enable better outcomes.

Number of employees

1000 an more employees

Company address

Quintiles Slovakia, s. r. o.
Vajnorská 100/B
831 04 Bratislava
ID: 3154739   Dátum zverejnenia: 11.9.2017