eTMF Subject Matter Expert

Location: US/Canada (remote, east-coast based)

Team Overview:

The Customer Success team is primarily a client-facing group which supports eTMF clients in solution implementation, training delivery, query resolution and bug/defect escalation and overall general day-to-day support inclusive of technical expertise of the eTMF alongside advice of best practices based on industry guidance, consensus and expectations. In addition, we also work in conjunction with other teams to perform and execute cross-functional projects including eTMF migration and validation activities.

Job Functions:

• Quickly learn complex systems
• Develop and deliver client-facing product demonstrations
• Work with clients to develop and/or redefine business processes to align with the use of applications at the client site
• Assist in delivery of small to mid-sized client implementations using documented processes and procedures
• Develop training materials and lead training sessions to assist clients in the use of applications
• Learn the processes and approaches for effective troubleshooting of client business process and software usage issues
• Ability to work within a structured project framework
• Contribute to team effort through communication, cooperation and coordination with other teams within the department
• Consistently deliver high-quality service to our clients
• Additional responsibilities as assigned
• Present/speak at customer and industry conferences (some travel may be required)

Skills & Requirements:

• Bachelor’s degree from an accredited college or university required; graduate degree preferred
• 3-5 years of experience with Trial Master Files (TMF) required - either IT or business-level
• Excellent verbal and written communication skills including telephone interactions as well as preparing and delivering presentations
• Ability to interact professionally with a diverse group, including Executives, Product Managers, Supervisors, contract resources, application users/clients, and software developers
• Willingness to perform other duties, as required, and maintain a ‘team player’ attitude
• Proven analytic and problem-solving skills including a thorough understanding of how to interpret customer business needs and translate
• Comfort working on team that has remote members thus requiring use of conference calls and web conferencing for some meetings
• Experience with the software development life cycle
• Experience working on software that supports the healthcare/pharmaceutical industry
• Working knowledge of business processes, system development, and process improvement
• Experience in small to mid-sized software implementation projects
• Ability to learn quickly and ask probing questions
• Ability to explain detailed processes clearly and accurately
• Ability to work to deadlines

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

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe

As the COVID-19 virus continues to evolve, IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status