Product Support Technical Advisor II

About the role

We are seeking Product Support Technical Advisor II to join IQVIA Laboratories at Marietta, GA (hybrid).

We hire passionate innovators who drive healthcare forward through thoughtful and inclusive collaboration. If you want to discover a career with greater purpose, join us as we transform and accelerate research and development.

Job Summary

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.

What You'll Be Doing

• 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.

What We Are Looking For

• 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.

The Knowledge, Skills and Abilities Needed for This Role

• 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 You

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.

• To learn more about our benefits, visit IQVIA Benefits.
• If you're looking to unleash your potential, join IQVIA Laboratories to help make the extraordinary possible!

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.

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

The potential base pay range for this role, when annualized, is $57,000.00 - $142,700.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.