Customer Support Analyst, Custom Delivery Operations

1 week ago


Kirkland, Canada IQVIA Full time

Job Overview:
Provides expertise and systems support in producing custom client deliverables within the Operations team. Ensures timeliness of deliveries, as well as a high level of quality through quality assurance checks on a range of custom client deliveries.

Essential Functions:
Under general direction, performs maintenance, production, and quality assurance tasks on an assigned workload of custom client deliveries. Highlights data and/or functionality issues within deliveries and performs preliminary root cause analysis. Solves complex problems using analysis and troubleshooting skills to determine root causes where appropriate. Initiates issue investigation processes when required.

Works with multiple supporting teams within the company to ensure data availability, quality of data, and on time delivery of consumables to clients. Consumables include flat files, Excel reports, Access DBs, web dashboards, and cubes.

Qualifications:
Bachelor’s degree or equivalent in Commerce, Business Technology, Management Information Systems or equivalent experience of 2-3 years in production and data analysis.

Additional Requirements/Assets:

- Ability to communicate effectively with various levels in the organization (written and verbal).
- Demonstrated problem solving, analytical and strong customer service skills (internal customer).
- Proven troubleshooting skills and data mining skills.
- Demonstrated ability in Access, Excel, VBA, basic SQL.
- Flexible
- Detail oriented
- Independent workers
- Able to work under pressure in a multitasking environment
- A team player
- Deadline-driven
- Committed to client quality
- Proficient at working cross-functionally to develop solutions, processes, and resolve issues.
- Experience working with Oracle, SQL Server, UNIX and Windows is an asset.
- Experience in the pharma industry and/or knowledge of IQVIA datasets (TSA, CS, CDH, GPM, and Xponent), as well as BI tools (i.e. MicroStrategy, Qlik Sense, and Tableau) is an asset.

Résumé de la description de poste

Aperçu du poste:
Fournit une expertise et un soutien aux systèmes pour produire des livrables personnalisés pour les clients au sein de l'équipe des opérations. Assure la ponctualité des livraisons, ainsi qu'un haut niveau de qualité grâce à des contrôles d'assurance qualité sur une gamme de livraisons client personnalisées.

Fonctions essentielles:
Sous la direction générale, effectuer des tâches de maintenance, de production et d'assurance qualité sur une charge de travail assignée de livraisons personnalisées aux clients. Met en évidence les problèmes de données et/ou de fonctionnalité dans les livraisons et effectue une analyse préliminaire des causes profondes. Résout des problèmes complexes en utilisant des compétences d'analyse et de dépannage pour déterminer les causes profondes, le cas échéant. Lance les processus d'enquête sur les problèmes, au besoin.

Travaille avec plusieurs équipes de soutien au sein de l'entreprise pour assurer la disponibilité des données, la qualité des données et la livraison à temps des consommables aux clients. Les consommables incluent des fichiers plats, des rapports Excel, des bases de données Access, des tableaux de bord Web et des cubes.

Qualifications:
Baccalauréat ou équivalent en commerce, technologie des affaires, systèmes d'information de gestion ou expérience équivalente de 2 à 3 ans en production et analyse de données.

Exigences/Atouts supplémentaires:

- Capacité à communiquer efficacement avec les différents niveaux de l'organisation (écrit et verbal).
- Compétences démontrées en résolution de problèmes, en analyse et en service à la clientèle (client interne).
- Compétences éprouvées en matière de dépannage et d'exploration de données.
- Capacité démontrée dans Access, Excel, VBA, SQL de base.
- Flexibles
- Soucieux du détail
- Indépendants dans leur travail
- Capables de travailler sous pression dans un environnement multitâche
- Dotés d'un esprit d’équipe
- Respectueux des délais
- Engagés pour la qualité client
- Aptes à travailler de manière inter-fonctionnelle pour développer des solutions, des processus et résoudre des problèmes.
- Une expérience de travail avec Oracle, SQL Server, UNIX et Windows est un atout.
- Une expérience dans l'industrie pharmaceutique et/ou une connaissance des ensembles de données IQVIA (TSA, CS, CDH, GPM et Xponent), ainsi que des outils de BI (c.à-d. MicroStrategy, Qlik Sense et Tableau) est un atout.



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