Product Sppt Tech Advisor 2

5 days ago

Bengaluru, Karnataka, India IQVIA Full time US$ 80,000 - US$ 1,20,000 per year

Principal Accountabilities    
1. 1. Technical System Engineering (TSE) plays crucial role in ensuring that users of Analytics Centre of Excellence (ACOE) products and services receive timely resolution for the issues
2. Single point of contact (provides L1 and L2 technical support) for the product user community of several Analytics Centre of Excellence (ACOE) products (i.e. Patient Density Insights, Strategy Workbench – Investigator Site and List application, Strategy Workbench – Protocol Similarity, Strategy Workbench – Enrollment Planning, Strategy Workbench - Protocol Analyzer and Financial manager). Team also is the Point of contact for all the upstream applications/teams like Big Data Factory Automation team (BDFA), BDF Production Support, OneKey to ensure collaboration and smooth transition of data flow.
3. Team is involved in assessing & resolving issues/query raised (on Service-Now VIA platform) by product users and proactively work with product team (includes Product manager and development team) for timely resolution. 
4. Analyzing and identifying technical issues reported by users and providing solution to the same, either through direct assistance or by guiding users through troubleshooting steps
5. Team is also responsible for developing and maintaining a comprehensive knowledge base of FAQs and troubleshooting guides
6. Keeping documentation up-to-date based on new product releases, features etc
7. Providing training sessions to help users understand and use the product effectively
8. Keeping users informed about knows issues, product updates and resolutions
9. Tracking Key performance indicators (KPIs) by publishing various product dashboards
10. Collaborating with Product users, dev teams, and other up/down stream applications for a unified customer experience
11. Regular connects with product managers/teams for effective resolution of users issues/queries
12. Empowering development team to focus & build new features 
13. Drive continuous improvement & provide key health indicators for the products
14. Ensuring smooth product operations

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more

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