Product Support Analyst (L2) – Client Support | UAT | Jira

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve.   We are EVERSANA. 

The purpose of the role “Product Support Analyst” is to provide functional support to global customers for the application through different channels.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• This role is focused on managing the level 2 support of the Product.
• He/ She would be required to do first level of analysis after the issue/change is reported by client and after that need to take this ahead with internal cross-functional team.
• He/ She would perform testing after bug fixes/changes on UAT/Pre-Prod environment before the Production deployment or before getting sign-off confirmation with the client.
• Continuous follow ups with cross functional team to get the tasks/bug fixes done prior to predefined SLAs.
• The role requires the Analyst to be a good communicator and coordinator and should be able to liaise between teams to get the work completed.
• The role would require direct interaction with the client over calls, emails and chats.
• Should be SLA driven and ensure the expected levels are always met.
• Handle ad hoc requests logged from clients and get it completed before the predefined SLA timelines.
• He/ She will be responsible to perform the data load via ETL procedures.
• He/ She should do sanity checks to be done on production.
• He/ She will be responsible to develop or improve business process.
• Responsible to maintain the quality of deliverables. 

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

• 5+ years of experience
• Have been in Client facing roles US/EU clients, handled chat support (optional)
• Strong analytical skills, Conceptual thinking, Quick Learner & Effective time management
• Should have worked on UAT/Pre-Prod/Prod environment/smoke testing experience.
• Excellent verbal & written communication skills.
• Should have basic knowledge about Software Development Lifecycle Process.
• Must have directly faced international clients from different geographies.
• Technical Skills: Proficient Knowledge of MS Excel (VlookUp preferred) & Data Analysis (Data Interpretation and Validation),
• Experience with using any ticketing tool such as JIRA / ServiceNow, etc.
• Flexible in working in European/US working hours.
• Should be a fast learner and detail oriented.
• Result oriented and should drive closures and resolutions through follow-ups.
• Candidate must be Proactive.
• Candidates should strive to generate Customer Satisfaction scores via surveys

PREFERRED QUALIFICATIONS:

• (BE / BTech/ ME/ MTech/ BCA/ MCA/ BCS/ MCS) with relevant experience.

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient’s best interest in mind.  
Client Delight I own every client experience and its impact on results.  
Take Action I am empowered and empower others to act now.  
Grow Talent I own my development and invest in the development of others.   
Win Together I passionately connect with anyone, anywhere, anytime to achieve results.  
Communication Matters I speak up to create transparent, thoughtful and timely dialogue.  
Embrace Diversity I create an environment of awareness and respect.  
Always Innovate I am bold and creative in everything I do.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

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