Product Support Technical Advisor II

About the role

IQVIA Laboratories in Marietta, GA (hybrid) is seeking a Product Support Technical Advisor II to provide senior Tier-3 product support for enterprise laboratory applications and integrated systems supporting U.S.-based lab operations. The 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.

Key responsibilities

• Provide advanced Tier 2 and Tier 3 support for LTMS and associated laboratory systems.
• Investigate and resolve complex application, workflow, data and integration issues.
• Serve as escalation point for teams handling critical production incidents and collaborate with Product, Development, Infrastructure, Cloud, Quality and Operations teams.
• Create and maintain support documentation, runbooks, knowledge articles and troubleshooting guides, and contribute to onboarding and training materials.
• Manage incident queues in ServiceNow, triage tickets, prioritize and escalate issues, and ensure adherence to SLAs and support metrics.
• Perform root cause analysis using application logs, SQL data, integrations and workflows, and drive corrective and preventive actions.
• Participate in Problem Management, post-incident reviews and automation, monitoring and operational improvement initiatives.

Required profile

• Bachelor's degree in Computer Science, Information Systems, Healthcare Technology, Life Sciences or a related discipline, or equivalent education and experience.
• 5+ years of experience supporting enterprise business applications in a production environment.
• Experience with SQL, ServiceNow or comparable IT service management platforms, and with ITIL processes and operational service management.
• Experience supporting clinical trial, healthcare, pharmaceutical, laboratory or life sciences applications, and LIMS or LTMS platforms.

Required skills

• Familiarity with cloud-based architectures and Azure-hosted environments.
• Experience with data integrations, APIs and enterprise workflow platforms.
• Understanding of clinical trial operations and laboratory business processes.

What we offer

• Base pay range of $57,000 to $142,700 per year, depending on qualifications, location and schedule.
• Incentive plans, bonuses and other benefits.