Description
We are seeking a Product Support Technical Advisor II to join IQVIA Laboratories at Marietta, GA (hybrid).
Provide senior Tier-3 product support for enterprise laboratory applications and integrated systems supporting U.S.-based lab operations. This role drives rapid resolution of high-impact production incidents, delivers onsite technical troubleshooting, and helps maintain continuity across critical workflows such as kit production, sample processing, and study execution.
Responsibilities
- Provide advanced Tier 2 and Tier 3 support for LTMS and associated integrated laboratory systems.
- Investigate and resolve complex application, workflow, data, and integration-related issues.
- Serve as the escalation point for support teams handling critical production incidents.
- Support business-critical laboratory operations while minimizing disruption to study execution and client deliverables.
- Collaborate closely with Product, Development, Infrastructure, Cloud, Quality, and Operations teams to drive issue resolution.
Requirements
- Bachelor's Degree in Computer Science, Information Systems, Healthcare Technology, Life Sciences, or related discipline, or equivalent combination of education and experience.
- 5+ years of experience supporting enterprise business applications in a production environment.
- Experience investigating and resolving complex application issues.
- Experience working with SQL for data analysis and troubleshooting.
- Experience supporting integrated enterprise applications and business workflows.
- Experience with ServiceNow or comparable IT Service Management platforms.
- Experience supporting production environments with defined SLAs and support processes.
- Create and maintain support documentation, runbooks, knowledge articles, and troubleshooting guides.
- Contribute to onboarding and training materials for support personnel.
- Participate in automation, monitoring, AI-assisted support, and operational improvement initiatives.
- Manage incident queues utilizing ServiceNow and supporting tools.
- Ensure adherence to service level agreements (SLAs) and support metrics.
- Participate in ticket triage, prioritization, escalation management, and queue governance activities.
- Perform detailed troubleshooting and root cause analysis of production issues.
- Analyze application logs, SQL data, integrations, workflows, and business transactions to determine root cause.
- Drive corrective and preventive actions for recurring issues.
- Participate in Problem Management and post-incident reviews.
- Identify opportunities to improve system stability, monitoring, and support processes.
Preferred Qualifications
- Experience supporting clinical trial, healthcare, pharmaceutical, laboratory, or life sciences applications.
- Experience supporting Laboratory Information Management Systems (LIMS), Laboratory Trial Management Systems (LTMS), or other regulated operational platforms.
- Familiarity with cloud-based application architectures and Azure-hosted environments.
- Experience supporting data integrations, APIs, and enterprise workflow platforms.
- Understanding of clinical trial operations and laboratory business processes.
- Experience with ITIL processes and operational service management.
What We Offer
We put our employees at the center of everything we do and are committed to providing them, and their families, with benefits that meet their diverse and changing needs. We invest in integrated benefits programs and resources to take care of our employees' physical, mental and emotional, financial and social well-being so they can thrive at home and at work, at any stage of their well-being journey.
The potential base pay range for this role, when annualized, is $57,000.00 - $142,700.00.