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CRM Support Analyst

Job description


  • Collects and register information about issues
  • Communicates with Field Users and provides the status of issue resolution
  • Consults the users of correct and better application usage
  • Performs troubleshooting of client solution issue and provide resolution
  • Performs Business Administration and Data Maintenance activities following established processes
  • Provides support on Champion incidents, or escalated incidents from Field Users and on Service Requests using the ticketing tool and Request Fulfilment processes
  • Coordinates the routing and handling of Requests for Change to the next level of support with the help of the Client Service Partner
  • Escalate issues relating to product support or product operations to the next defined level
  • Additional activities include performing backups, console operations, i.e. monitoring the status of specific systems, job queues and running scheduled housekeeping jobs, such as database maintenance, file clean-up
  • Finds and delivers the most effective solution
  • Provides workarounds till issue not resolved

Qualifications, Skills & Experience required:

  • Higher degree in IT or related discipline
  • 1+ years' service analyst experience (commercial applications / CRM)
  • SFDC certification
  • ITIL certification
  • Salesforce Marketing Cloud certification as a plus
  • Experience investigating incidents and identifying and implementing solutions
  • Fluency in English, written and verbal (ability to work with European clients)
  • Clear client-friendly communication skills

At IQVIA, 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. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at

CRM Support Analyst

Full Time

Published on 01/21/2021