Application Support Analyst (R1097641)

Job Description

IQVIATM is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.

Polaris, an IQVIA company is seeking a highly motivated and resourceful individual to join our Amsterdam team. The ideal candidate will be excited about learning new technologies, has a can-do attitude, is result driven, and brings the ability to rapidly learn. The Application Support Analyst provides our customers with proactive and efficient support service in the resolution of technical support tickets for our software systems.

Responsibilities

• Demonstrate the highest standards of customer care by effective communication, reporting, and handling of all customer technical and functional issues, or dealings with the Support Team
• Support customers by answering queries regarding our suite of software products verbally and in writing
• Own customer issues from beginning-to-end resolution
• Follow and ensure that the support processes and procedures are followed
• Manage customer expectations
• Internal escalation management
• Determine the nature and the severity of the problem reported as per our predefined definitions.
• Identify the scope and boundaries of the problem
• Lead regular status report calls with client
• Interact with development, product and IT infrastructure teams while managing different request types.
• Identify areas for improvement in the software and processes
• Keep accurate records of discussion or correspondence with customers

Specific Tasks Include:

• Develop and maintain trust with clients
• Lead regular conference calls with clients
• Provide after-hours emergency support as part of an after-hours schedule
• Build out and maintain knowledge-base of application-specific processes, known errors and other relevant documentation
• Maintain and update customer contact information for off-hours support team, in event of a production down situation
• Ticket resolution, to meet SLA commitments
• Ticket management as per ITIL principals

Our ideal candidate will have;

Qualifications

• University degree – preferably in Information Technology
• 3-5 years of experience – preferably in IT application support
• Knowledge of ITIL v3 Fundamentals, certification is not required but is a plus
• Experience with ticket management systems such as Zendesk
• Experience with Confluence is a plus
• Creative problem-solving abilities and a passion for innovation
• Experience supporting customer operations, particularly in a fast-paced startup or tech software environment
• Ability to effectively influence and communicate cross-functionally
• Strong experience with troubleshooting
• Experience in a senior/leadership role
• Excellent written and verbal communication skills
• Fluent in English required
• Fluency or proficiency in Dutch, German, French, or Japanese are an advantage
• Basic SQL querying knowledge
• HTML/CSS knowledge a plus
• New Relic experience is a plus
• Intermediate knowledge in Windows Server 2008r2, MSSQL 2008r2, IIS, Windows OS, IE.
• Basic understanding of cloud infrastructure is a plus
• Windows workstation and AD knowledge is a plus
• Basic understanding of networking is a plus
• Programming language knowledge a plus

Join Us

Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare. Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.

Forge a career with greater purpose, make an impact, and never stop learning.