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IQVIA Technical Support Manager, Omnichannel Marketing in Cambridge, Massachusetts

IQVIA is looking for an Omnichannel Technical Support Manager. You will be working in a critical position under the departmental manager to use your critical thinking skills and strong communications skills to best determine how to traffic support issues that might exist across multiple technology platforms and/or client instances. You will be required to use your best judgement to determine if you should take on a specific task or delegate to another person on your team, dependent on skillsets and urgency. You will also collaborate with other teams, such as Data Management, Development, and Operations to solve more complex problems and implement new technologies. Additionally, you will be consulted during new implementations as a Support Subject Matter Expert to provides insights that can reduce Support requests. Our focus is on data quality first, while reducing complexity and increasing efficiency and providing a superb user experience for internal customers and colleagues, as well as clients and their vendors.

Personal Qualities

The ideal candidate will possess the following personal qualities:

  • Has a passion for computer technology, data, metadata, and data quality

  • Strong problem-solving and debugging skills

  • Unafraid to question but knows when to follow

  • Has a passion to learn as well as a passion to teach

  • Can work alone while being part of a close-knit team

  • Ability to establish and maintain effective working relationships with coworkers, managers, and stakeholders

  • Willing to share knowledge with team members and other teams to empower them to solve their own problems

  • Understands their actions reflect on the team's success within the organization as well as each team member's success

  • Adapts to new tools and processes as the technology landscape evolves

  • Can make progress even in ambiguous situations

Responsibilities include

  • Meet team metrics and individual performance goals, including weekly and/or annual efficiency goals

  • Responsible for Tier 2 service tickets, manage ticket priority, delivery SLA and issue escalation and follow up

  • Support internal and/or external requests, collaborate and communicate effectively across all levels of management for the status and risks, with associated recommendations or solutions

  • Works towards highest standards of data quality following best practices

  • Establish strong communications with team, functional leads, project managers and all other stakeholders

  • Proactively continue to strengthen subject matter expertise through on the job experience

  • Collaborate closely with offshore team as needed to manage client work

  • Partner with Product Development to explore/evaluate the approaching process and resolve the reported problems

  • Lead or participate in meetings across multiple stakeholders when issue is critical or urgent

  • Partner with internal stakeholders with defining clear timeline, targets, and set expectations about how to support strategic business objectives

  • Lead virtual teams within a matrixed organization to ensure successful execution of solutions

  • Provide inputs to product or delivery team to help establish processes and approaches to optimize the way we work together

  • Reviews processes and procedures followed by the end-user to determine steps taken prior to malfunction and clarify correct procedures

  • Manage support documents within the team, e.g. SOPs, Work Instructions, FAQs, training documents, etc.

  • Reviews processes and procedures followed by the end-user to determine steps taken prior to malfunction and clarify correct procedures

Experience

  • Bachelor’s Degree in Computer Science, Engineering, Statistics, or related field

  • 5+ years of experience in computer technology and data

  • Has demonstrated a strong combination of the following skills: business and data analysts, solution architecture, program management, and relationship management

  • Working with data flows through complex systems

  • Database skill/experience with SQL, Oracle/MySQL/RedShift/AWS

  • ETL knowledge/experience (Informatic, SSIS, Shell script)

  • Microsoft Office, including Excel required

  • Salesforce a plus

  • Tableau a plus

Skill Requirements

  • Skilled data history including hands-on experience with various data technologies (particularly SQL and Tableau), as well as logical and physical data modeling

  • Ability to conceive and portray the big data picture

  • Works well under pressure and within tight deadlines

  • Communicates effectively, drive consensus, and influence relationships at all levels

  • Strong analytical and problem-solving skills; sound judgment and demonstrated leadership skills

  • Database architecture, and data integration processes and methodologies

  • Well versed in the ingestion, transformation, movement, sharing, stewardship, and quality of data file layouts/mappings

  • Exceptional oral and written communication skills

  • Excellent document management and organizational 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 70,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com .

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities. Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.

IQVIA is a world leader in using data, technology, advanced analytics, and expertise to help customers drive healthcare – and human health – forward. Together with the companies we serve, we are enabling a more modern, more effective and more efficient healthcare system, and creating breakthrough solutions that transform business and patient outcomes.

To get there, it takes diverse skills and a curiosity to explore new possibilities. No matter your role, everyone at IQVIA, including our colleagues at Q² Solutions, contributes to our shared goal of improving human health. Thank you for your interest in growing your career with us.

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