Engineer 2 TSE, Applied Data Science Center 

Join us on our exciting journey! IQVIA™ is The Human Data Science Company™, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward.

The Applied Data Science Center
Our new Applied Data Science Center (ADSC) harnesses our global healthcare insights, working closely with our clinical and therapeutic experts to power evidence-driven design, speed site activation and recruit the right patients, faster. This is a new unit within our business, integrated within Clinical Operations. We’re using big data and advanced analytics to derive insights that transform clinical development and bring new medicines to patients faster through successful trial delivery. This multi-functional team is an innovation for our business, requiring entrepreneurial and independent thinking to build our capabilities. Unique and with a global view, this Center of Excellence is a chance to revolutionize the clinical research industry.

Overall, Purpose of the Job
We are hiring the ADSC-TSE team. This team is responsible for effective and timely resolution of business and technical queries for product users. These queries are related to multiple ADSC products and offerings which involve advanced analytics on the big data assets and AIML.
The overall role of the incumbent is to understand and satisfactorily resolve the queries; to provide an informative and supportive first point of contact, and to assist all our stakeholders in making the best use of products from the ADSC team.

Principal Accountabilities    
1. 1. Technical System Engineering (TSE) plays crucial role in ensuring that users of Analytics Centre of Excellence (ADSC) 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 (ADSC) 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 working with product team (including 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

Essential Experience
•    A combination of analytics, technology, and/or consulting experience.
•    Product support experience will be preferred.
•    Experience working with global teams based across multiple geographies and handling client-facing situations.
•    Experience in working in a fast-paced service organization dealing with multiple stakeholders and requests
Requirements: 
•    Bachelor's degree in information science / information technology, Computer Science, Engineering 
•    Minimum of 4 to 7 years of experience working in supporting complex production systems. 
•    Proficient in Python scripting. 
•    Proficient in SQL programming.
•    Basic knowledge/Interested in learning technologies like HTML, CSS, and JavaScript (Frontend related)
•    Added advantage of having some knowledge in big data tech stack viz Hive, Impala, Sqoop, Oozie, HDFS, Hive, Kafka, etc. 
•    Involved in RCA (Root Cause Analysis) using application and system error logs. 
•    Good communication and presentation skills - constant communication, regular update, and follow-ups with various stake holders
•    Openness to share knowledge & learn together
•    Interested to learn new technology. 
•    Good understanding of the production support process. 
•    Ability to listen to team members and communicate instructions effectively. 
•    Quick learner, self-motivated, should have the ability to lead and direct team members. 
•    Should have the ability to take proactive steps in managing problems.
•    Added advantage of having some fundamental knowledge in Machine Learning. 
 

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 at https://jobs.iqvia.com

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.