Senior Solution Specialist, Service Design

2 tygodni temu

Warszawa, Mazovia, Polska IQVIA Pełny etat

Job Overview

As the Senior Solution Specialist in Service Management, you are the subject matter expert in the domain of service management. You will support the design, implementation, and maintenance of customer support models for IQVIA's clinical eSource platform and digital health/connected device service lines. You are a change manager and will drive continuous improvement in our ways of working, service desk tooling, and customer support processes. You will be responsible for developing, tracking, and reporting on metrics which are meaningful to internal teams and to our customers. In this role, you will lead and collaborate with cross-functional groups to achieve two aims: to improve the customer experience of our support systems and to reduce the internal burden of providing support to customers.

Essential Functions

Provide expertise in the domain of service design and service desk management. Analyze qualitative and quantitative data sources (including ticket data, customer feedback, etc.) to identify trends and opportunities for improvement in operational teams' support models. Continuously improve the processes and ways of working across our multiple support organizations to enable more efficient customer support and provide excellent customer experiences. Investigate opportunities for tooling enhancements and configure support tools & dashboards (Jira Service Management, Confluence, Jira, Service Now, Spotfire, etc.) to improve the efficiency and efficacy of customer support. Develop, track, and continuously improve service desk metrics. Maintain an overview of active and urgent support requests, making sure support staff from different teams work together effectively and deliver timely support. Assist with the development of clear, user-friendly documentation of process and tools. Attend customer meetings and lead discussions of support team performance, metrics, and continuous improvement. Keep the pulse of the customer experience and advocate for their needs. Incorporate feedback into operational teams' support models.

Qualifications

Solid working experience in a customer service management position, preferably including process improvement or transformation initiatives. Experience working with clinical trial management software (eSource, eCRF, EDC) or digital health technologies will be a major advantage. Creative problem solving and data analysis skills enable you to use data analyses (quantitative and qualitative) to make service design decisions and recommendations to your stakeholders. Demonstrated ability to lead cross-functional project teams. Experience working with service management or product development tool suites, such as Jira Service Management, Service Now, or Salesforce. Working knowledge of the Atlassian product development tool suite is a plus. Experience creating documentation, training materials, operating procedures, and work instructions for support teams and end users. Excellent customer management skills and a demonstrated ability to understand customer needs, negotiate solutions, and understand impacts of proposed solutions on the overall project. Excellent communication and presentation skills in the English language. You have at least 5 years of prior relevant experience.

#LI-remote

#LI-MARIAGALLUZZO

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

  • Senior IT Service Desk specialist

    2 tygodni temu

    Warszawa, Mazovia, Polska HTH Recruitment Pełny etat

    Senior IT Service Desk Specialist We are seeking a dedicated and experienced Senior IT Service Desk Specialist to the team to provide exceptional hardware and software support to employees. As a Senior IT Service Desk Specialist, you will play a crucial role in managing escalated user queries, offering guidance and solutions for hardware and software issues,...

  • Solution Architect

    2 tygodni temu

    Warszawa, Mazovia, Polska British American Tobacco Pełny etat

    BAT is evolving at pace - truly like no other organisation. To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey BAT POLAND IS LOOKING FOR A SOLUTION/ SYSTEM ARCHITECT SENIORITY LEVEL: Senior Level FUNCTION: DBS / IDT SALARY RANGE: ...

  • Senior Analog IP Design Engineer

    2 tygodni temu

    Warszawa, Mazovia, Polska Cadence Design Systems, Inc. Pełny etat

    Description Principal Analog IP Design Engineer WARSAW / POLAND At Cadence, we hire and develop leaders and innovators who want to make an impact on the world of technology The successful candidate will take the responsibility for the development and customization of analog IP blocks and subsystems as well as architectural design of larger...

  • Customer Service Specialist

    2 tygodni temu

    Warszawa, Mazovia, Polska GROHE Polska Sp.o. Pełny etat

    Customer Service Specialist at GROHE Polska | softgardenView job here GROHE is the world's leading provider of sanitary fittings and a global brand, dedicated to providing innovative water products.For many decades, GROHE has been committed to the brand values of technology, quality, design and sustainability that all illustrate GROHE's commitment to...

  • IT&D Senior Solution Architect, Presence

    2 tygodni temu

    Warszawa, Mazovia, Polska Reckitt Pełny etat

    IT&D Senior Solution Architect, Presence & Engagement City: Warszawa We are ReckittHome to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make...

  • IT&D Senior Solution Architect, Presence

    2 tygodni temu

    Warszawa, Mazovia, Polska Reckitt Benckiser LLC Pełny etat

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: IT&D Senior Solution Architect, Presence & Engagement We are Reckitt Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier...

  • Senior Technical Account Specialist

    2 tygodni temu

    Warszawa, Mazovia, Polska Motorola - LENOVO Pełny etat

    Senior Technical Account Specialist Warsaw, Masovian Voivodeship Senior Technical Account Specialist Warszawa Warsaw, Masovian Voivodeship, Polska Senior Technical Account SpecialistWork with Poland and EU Account Sales teams to support Enterprise customers as part of the Sales processAct as focal point to the customer for technical escalations on Android...

  • Senior Sales and Business Operations Specialist with German

    2 tygodni temu

    Warszawa, Mazovia, Polska Diebold Nixdorf Pełny etat

    Senior Sales and Business Operations Specialist with German (O2C) Warszawa, mazowieckie Senior Sales and Business Operations Specialist with German (O2C) Warszawa Warszawa, mazowieckie, Polska Senior Sales and Business Operations Specialist with German (O2C) Your responsibilities Provides end-to-end customer support in the following areas: (1) contract and...

  • Senior M365 Specialist @

    2 tygodni temu

    Warszawa, Mazovia, Polska Simon - Kucher Core Business Services Pełny etat

    Senior M365 Specialist @ Simon - Kucher Core Business Services Warsaw, Masovian Voivodeship Senior M365 Specialist @ Simon - Kucher Core Business Services Warszawa Warsaw, Masovian Voivodeship, Polska Long-term employment based on an employment contractPrivate medical insurance in the highest package fully paid by the employerMultisport card fully financed...

  • Customer Service Specialist

    2 tygodni temu

    Warszawa, Mazovia, Polska Next Kraftwerke GmbH Pełny etat

    Join Our Team as a Customer Service SpecialistAre you interested in being part of the energy system transformation? If so, look no further! We are the proud operators of one of Europe's largest Virtual Power Plants, connecting thousands of power generators, consumers, and storage facilities. At Next Kraftwerke GmbH, our team is dedicated to creating a...

  • SENIOR SEM Specialist

    2 tygodni temu

    Warszawa, Mazovia, Polska MediaHub Pełny etat

    SENIOR SEM Specialist / SEM Specialist Warszawa, Województwo mazowieckie SENIOR SEM Specialist / SEM Specialist Warszawa Warszawa, Województwo mazowieckie, Polska #Marketing, #SEM, #DomMediowy #MediaGdzie: Warszawa (praca hybrydowa)Wynagrodzenie: 8500 zł – zł bruttoZgłoś się do nas Przeczytaj, czego oczekujemy od Ciebie i co oferujemy w...

  • Customer Service Specialist

    2 tygodni temu

    Warszawa, Mazovia, Polska Next Kraftwerke GmbH Pełny etat

    Customer Service Specialist (f/m/d) at Next Kraftwerke GmbH | softgardenView job here Would you like to join us in shaping the transformation of our energy system? Then you've come to the right place We operate one of the largest Virtual Power Plants in Europe with thousands of networked power generators, consumers and storage facilities. With our team,...

  • Blue Yonder Solution Architect

    2 tygodni temu

    Warszawa, Mazovia, Polska HAYS POLAND Sp. z o.o. Pełny etat

    Blue Yonder Solution Architectlokalizacja: Warszawa (mazowieckie)numer referencyjny:forma zatrudnienia: Pełny etatFor one of our client, for international team, we are looking for a Blue Yonder Solution Architect. Responsibilities: Gather business requirements and create a solution design Ensure solutions can be delivered within the configuration...

  • Senior Payroll Specialist

    2 tygodni temu

    Warszawa, Mazovia, Polska MMC Corporate Pełny etat

    MMC is looking for a new team member at the Warsaw office:Senior Payroll SpecialistWhat to expect:The Senior Payroll Specialist role involves providing excellent service to internal clients in the Payroll Team, collaborating with stakeholders and third-party vendors to build strong relationships.Benefits:This role offers the opportunity to deliver top-notch...

  • Senior Payroll Specialist

    4 tygodni temu

    Warszawa, Mazovia, Polska MMC Corporate Pełny etat

    MMC is looking for a new team member at the Warsaw office:Senior Payroll SpecialistWhat to expect:The Senior Payroll Specialist role involves providing excellent service to internal clients in the Payroll Team, collaborating with stakeholders and third-party vendors to build strong relationships.Benefits:This role offers the opportunity to deliver top-notch...

  • Senior Payroll Specialist

    1 miesiąc temu

    Warszawa, Mazovia, Polska MMC Corporate Pełny etat

    MMC is looking for a new team member at the Warsaw office:Senior Payroll SpecialistWhat to expect:The Senior Payroll Specialist role involves providing excellent service to internal clients in the Payroll Team, collaborating with stakeholders and third-party vendors to build strong relationships.Benefits:This role offers the opportunity to deliver top-notch...

  • Senior Tax Specialist

    2 tygodni temu

    Warszawa, Mazovia, Polska Danone Pełny etat

    Short Intro and About the Job As a Senior Tax Specialist you will be working closely with the Senior Tax Manager and other DBS teams. You will be responsible mainly for the calculation of taxes including CIT, WHT, RET etc. Your role would be to ensure compliance of local tax reporting with group policies, applicable regulations, and laws, as well as...

  • Solution Specialist

    2 tygodni temu

    Warszawa, Mazovia, Polska Eplass Pełny etat

    Want to work in a culture built on mutual trust and respect? How about having the freedom to make work fit into your life (and not the other way round)? A career with Thinkproject could be just the opportunity you're looking for.What do we do?Thinkproject is a European market-leader in digitalisation tools for construction companies. It sounds complex, but...

  • Senior Payroll Specialist

    2 tygodni temu

    Warszawa, Mazovia, Polska Marsh McLennan Companies Pełny etat

    Description:MMC is looking for candidates for the following role at the Warsaw office:Senior Payroll SpecialistWhat to Expect?As a Senior Payroll Specialist, your main focus will be providing excellent service to our internal clients within the Payroll Team. You'll collaborate with internal stakeholders and third-party payroll vendors, fostering long-term...

  • IT Service Specialist

    2 tygodni temu

    Warszawa, Mazovia, Polska SimCorp Pełny etat

    IT Service Specialist (1 year contract) page is loaded IT Service Specialist (1 year contract) Apply locations Warsaw time type Full time posted on Posted 11 Days Ago job requisition id R Are you looking for an opportunity to grow your skillset dealing with incident management, request fulfilment and facility management? If so, we have a great opportunity...