Job description

Responsibilities:

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 jobs.iqvia.com.

CRM Support Analyst

CRM Support Analyst