IQVIA

Job Overview

The Senior Solution Specialist, Service Management will be Subject Matter Expert in the domain of Service Management. The focus will be on the continuous improvement of Service Desk management System (JIRA) to improve the ways of working in the service desk tool which will in turn benefit our customers. You will be responsible to track metrics, SLA/KPIs internal and external and reporting them. You will collaborate with project managers, engineers, product managers, business analysts, documentation specialists, scientists, medical experts, technologists, IT professionals and computer systems validation specialists using Jira Service Desk and other project tooling, in order to advise and support new and existing customers. The role requires strong service management experience, analytical skills, attention to detail, combined with clinical operations awareness, in order to train, coach and assist stakeholders as required on the Service Desk Management tool. The Senior Solution Specialist will be required to work within global multi-functional internal and external project teams.

Essential Functions

• Subject Matter Expert in the domain of service desk management
• Review and respond to customer support requests from Jira Service Desk and other project/support tooling
• Analyze customer operational needs and requirements to improve support on the eSource platform
• Assist with documentation of process and tools
• Set meeting agendas and record meeting minutes
• Attend customer meetings and lead discussions of product use, solutions, and workarounds
• Provide usability advice and solutions for internal teams and external customers to solve problems and improve efficiency
• Develop and maintain good communications and working relationships with internal teams and external clients

Qualifications

• Solid working experience in service management position
• Experience working with clinical trial management software (eSource, eCRF, EDC) in a clinical trial setting will be an advantage
• Knowledge of applicable clinical research, regulatory and other requirements; i.e., Good Clinical Practice, HIPAA, GDPR will be an advantage
• Excellent communication and presentation skills, including good command of English language
• Excellent customer management skills and demonstrated ability to understand customer needs, have difficult conversations with internal/external stakeholders and customers, negotiate solutions, and understand impacts of proposed solutions on the overall project
• Strong software and computer skills
• Experience creating documentation for ongoing support of clinical trial operations
• Experience creating documentation for software usability in a clinical trial setting
• Knowledge of operating procedures and work instructions and the ability to apply them in practice
• Previous experience and proven competence with time management and problem resolution skills
• Demonstrated experience with creative problem solving
• Demonstrated organizational, communication, and collaboration skills
• Ability to establish and maintain effective working relationships with coworkers, managers and clients
• Ability to exercise excellent attention to detail
• Ability to manage customer relationships related to support
• Good team player
• Demonstrated ability to manage clinical trial support
• Ability to effectively manage multiple tasks simultaneously

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IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. 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. Learn more at https://jobs.iqvia.com