Technical Product Support at IQVIA

London, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

NoVisa

Healthcare, PharmaceuticalsIndustries

Requirements

Right to work in the UK (no visa sponsorship available)
Relevant qualification in Computer Science, Information Technology, or related field (degree is a plus)
ITIL3 (or 4) certification desirable but not essential
CISCO and cloud computing knowledge and qualifications desirable
Proven experience in a technical product lead or similar role, preferably in healthcare or network services industry
Experience working in a service desk environment or other customer support role
Strong background in product development, project management, and team leadership
Network Troubleshooting & Diagnostics skills, including understanding of IP addressing, DNS, and connectivity protocols
Ability to diagnose and resolve HSCN-related network issues
Hardware & Software Support experience, including configuring routers, firewalls, and endpoint devices
Familiarity with pharmacy systems and NHS digital infrastructure
HSCN-Specific Knowledge, including awareness of HSCN policies, readiness testing, migration procedures, and NHS Digital standards for secure and compliant connectivity
Documentation & Compliance skills, including ability to interpret and apply technical documentation, NHS guidance, data protection, and cybersecurity best practices
Excellent technical skills in network solutions, security measures, and service management
Strong leadership and mentoring abilities
Exceptional communication and collaboration skills
Ability to manage multiple projects and priorities in a fast-paced environment
Customer-oriented and cool-tempered
Ability to work flexibly to cover core hours 8am to 6pm and 1 in 3 Saturday mornings on rota

Responsibilities

Alongside the Service Desk Manager, help drive the product enhancement of the IQVIA HCSN service
Collaborate with cross-functional teams to define product requirements and roadmaps
Ensure alignment of product development with company goals and customer needs
Mentor and guide team members, fostering a collaborative and innovative work environment
Facilitate knowledge transfer and training sessions to ensure team proficiency and continuity
Work closely with third-party providers to ensure seamless integration and service delivery
Maintain strong relationships with key stakeholders, including pharmacies and internal departments
Be an active member of the service desk team, responding to incoming queries and acting as an escalation point, ensuring efficient incident management and product order processing
Manage and coordinate urgent and complicated support issues
Implement and maintain best practices for service desk support and customer satisfaction
Identify opportunities for product improvement and innovation
Establish feedback loops to continuously enhance product features and service quality

Skills

Key technologies and capabilities for this role

HSCNSecurnetService DeskIncident ManagementProduct EnhancementStakeholder CollaborationTeam MentoringNetwork SecurityCustomer SupportIT Support

Questions & Answers

Common questions about this position

Is visa sponsorship available for this position?

No, the company is unable to offer visa sponsorship, and applicants must have the right to work in the UK.

What qualifications and experience are required for this role?

A relevant qualification in Computer Science, IT, or related field is needed, with a degree as a plus. Proven experience in a technical product lead role, preferably in healthcare or network services, plus service desk or customer support experience is required. ITIL3/4 certification, CISCO, and cloud computing knowledge are desirable.

What key skills are needed for the Technical Product Support role?

Key skills include network troubleshooting and diagnostics, understanding of IP addressing, DNS, and connectivity protocols, hardware and software support for routers, firewalls, and endpoint devices, plus familiarity with pharmacy systems, NHS digital infrastructure, and HSCN-specific knowledge.

What is the salary or compensation for this position?

This information is not specified in the job description.

What does the company culture or team environment look like?

The role involves working closely with the Service Desk Manager and being an active member of the service desk team, mentoring team members, fostering a collaborative and innovative work environment, and facilitating knowledge transfer.

IQVIA

Advanced analytics and clinical research services

About IQVIA

IQVIA provides advanced analytics, technology solutions, and clinical research services specifically for the life sciences industry. Their services utilize extensive data resources and technology to create connections within healthcare, allowing clients to gain insights that help speed up the development and marketing of new medical treatments. This process is facilitated by their IQVIA Connected Intelligence™ system, which offers quick and flexible insights. IQVIA stands out from competitors by focusing on patient privacy, employing various technologies to protect individual data. The company's goal is to enhance healthcare outcomes by supporting biotech, pharmaceutical, and medical device companies, as well as researchers and government agencies, in understanding diseases and advancing medical science.

Durham, North CarolinaHeadquarters

1998Year Founded

$3,526MTotal Funding

POST_IPO_EQUITYCompany Stage

Cybersecurity, Biotechnology, HealthcareIndustries

10,001+Employees

Risks

Rapid advancement of cancer vaccines may disrupt traditional clinical research models.

Proliferation of disparate technological solutions causes technology overload in clinical trials.

Generative AI technologies face challenges in adoption due to data privacy concerns.

Differentiation

IQVIA leverages advanced analytics and big data for life sciences solutions.

The company offers privacy-enhancing technologies to protect individual patient data.

IQVIA's AI Assistant provides rapid, actionable insights for healthcare and life sciences.

Upsides

Increased adoption of decentralized clinical trials enhances patient-centric study designs.

AI-driven drug discovery accelerates identification of potential drug candidates.

Expansion of telemedicine facilitates remote patient monitoring and data collection.

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