Product Support Tech Advisor
- IQVIA
- 4 - 8 years
- Bengaluru
- 3 months ago
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Job Description
Project Role: Product Support Tech Advisor
Experience: 4-8 Years
Job Location: Bangalore (Hybrid)
Skills: Python, SQL, NumPy, Panda, Django
Roles and Responsibilities
- 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.
- Analyzing and identifying technical issues (both frontend & backend) reported by users and providing solution to the same, either through direct assistance or by guiding users through troubleshooting steps
- Team is also responsible for developing and maintaining a comprehensive knowledge base of FAQs and troubleshooting guides.
- Keeping documentation up-to-date based on new product releases, features etc
- Providing training sessions to help users understand and use the product effectively.
- Keeping users informed about knows issues, product updates and resolutions.
- Tracking Key performance indicators (KPIs) by publishing various product dashboards.
- Collaborating with Product users, dev teams, and other up/down stream applications for a unified customer experience.
- Regular connects with product managers/teams for effective resolution of users issues/queries.
- Empowering development team to focus & build new features.
- Drive continuous improvement & provide key health indicators for the products.
- Ensuring smooth product operations.
Technical Experience:
- 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 to learn 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[1]ups with various stake holders.
- Openness to share knowledge & learn together.
- Interested to learn new technology.
- Good understanding of production support process.
- Ability to listen to team members and communicate instructions effectively.
- Quick learner, self-motivated, should have ability to lead and direct team members.
- Should have ability to take proactive steps in managing problems.
- Added advantage of having some fundamental knowledge in Machine Learning.
Qualifications:
Bachelor's Degree Computer Science, a related field or equivalent experience Req
Job Classification
Industry: Medical Services / HospitalFunctional Area / Department: IT & Information Security, Role Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: IQVIALocation(s): Bengaluru+ View Contact
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IQVIA
IQVIA Healthcare is an industry designed to help humans. As a global community, we continuously invest and commit to advancing human health. To deliver value and real outcomes. To rise to the challenge to find the next breakthrough by making the most of increasingly limited resources.
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