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IT Product Support Specialist - ECM Systems Support
IQVIA RDS Slovakia, s. r. o.
Place of work
Vajnorská 100/B, Bratislava
Vajnorská 100/B, Bratislava
Contract type
full-time
full-time
Information about the position
Job description, responsibilities and duties
ABOUT US
IQVIA 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 IQVIA 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.
RESPONSIBILITIES
- 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
IQVIA 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 IQVIA 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.
RESPONSIBILITIES
- 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)
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)
Language skills
English - Advanced (C1)
Personality requirements and skills
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
- 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
MINIMUM REQUIRED EDUCATION AND EXPERIENCE
Bachelor’s degree in Information Systems or a related field with three years business experience supporting IT systems; or equivalent combination education, training and experience.
- 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
MINIMUM REQUIRED EDUCATION AND EXPERIENCE
Bachelor’s degree in Information Systems or a related field with three years business experience supporting IT systems; 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: 3154739
Dátum zverejnenia: 27.2.2018
2018-02-27
lokalita: Bratislava Pozícia: IT/Technical Support Specialist Spoločnosť: IQVIA RDS Slovakia, s. r. o.