Job Description

Job Title: MDM IT Production Support Analyst
Job Overview: The Production Support Analyst is responsible for providing technical support for production systems and ensuring the quality of software applications. This role involves troubleshooting and resolving production issues, implementing configuration changes, and conducting quality assurance testing to ensure proper operation and freedom from defects.
Essential Functions:

• Serve as the primary point-of-contact and first line of technical support for customers and internal business partners; answer questions, troubleshoot and resolve production issues, and help implement configuration changes
• Create relevant work instructions and SOPs in line with IQVIA standards
• Write test plans and detailed test scripts supporting test cases derived from an analysis of functional requirements and programming specifications
• Thoroughly test software to ensure proper operation and freedom from defects prior to implementation
• Document and work to resolve all problems; devise improvements to current procedures and develop models of possible future configurations
• Perform workflow analysis and recommend quality improvements
• Follow software quality standards for life cycle, documentation, development methods, testing, and maintenance
• Collaborate with the Product Development team, clients, and Release Management team to plan, implement, and test new releases into production systems environments
• Train end users to enhance their understanding of production applications including support during User Acceptance test phases
• Implement scalable, repeatable processes to deliver support services in areas such as software configuration, data feed management, quality assurance, automation, serviceability, and performance

Qualifications:

• Bachelor's Degree in Computer Science, a related field, or equivalent experience
• Two or more years of related experience in quality assurance and testing
• Excellent verbal and written communication skills, with proven technical writing abilities
• Strong analytical skills, problem-solving ability, and logical thinking capabilities
• Excellent interpersonal skills, working in collaboration with onshore and offshore teams
• Proven ability to work independently and productively
• Adaptive for change and implementing new technologies and processes
• Proactive with a zeal to learn and have an inquisitive attitude

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at

Skills Required