Service Operations Lead

Full Job DescriptionSFDC Technical Support Lead for the IQVIA CRM OCE Personal and other products Key Responsibilities: A role responsible to lead/guide a team of Salesforce Administrators, providing close oversight on projects assigned to team/self As senior administrator for the IQVIA OCE CRM Technical Offerings team to support their Salesforce systems and managed packages. Technical incidents management and technical application support. Responsible for quality service to client, ensuring client obtains maximum value from products and services Participate in complex technical discussions with clients, clearly articulate options, benefits and recommendations To be able to discuss with the business analyst on the requirement, perform impact analysis and provide solution to a problem To be Hands-on to do the technical trouble-shooting of the application issues as SME and to be able to contribute to the complex incidents, working independently when required To participate in project handover activities, understand the BRD documents, to be able to perform UAT activities prior to production deployment. To create high achievers in the team by suggesting area of improvements and providing trainings to scale up the team To support the team managers running technical interviews for candidates applying for a position. To build and maintain technical documentation per product. To train the newcomers and the existing team as well. To understand the way our several products are orchestrated and teach the other team members. And to ensure that Monitoring activities are covering the ecosystems specificities. Required amp; preferred skills: 6+ years of IT experience in CRM solution delivery with strong exposure to Life Sciences and healthcare domain would be desired. Should have minimum 2 years of being in a senior role handling complex processes and technical support/development. Should be proficient in data integration, data analysis, quality check and data validation/ investigation Should be Salesforce Admin Certified Functional knowledge of Salesforce.com data structure and understanding of how to leverage the tool to meet complex process and reporting requirements Knowledge on automation skills would be an added advantage A sound understanding of Incident and Problem management processes. Should have good verbal and written communication Flexible with timings and willing to work in shifts IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. 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. Learn more at https://jobs.iqvia.com