Technical Services Analyst, fixed-term

Within IQVIA’s UK & Ireland Healthcare and Government division, the Insight & Feedback team are experts at developing and implementing tools and strategies to gain insights from staff, patients and service users; and we are the UK’s leading player in delivering health and social care survey programmes. At a local level, we work with hundreds of individual NHS organisations, collecting real-time data on patient, service user and staff experience, engagement and outcomes. Nationally, we run patient and staff survey programmes for the Care Quality Commission, NHS England and the devolved administrations in Scotland, Wales and Northern Ireland. And across Europe and internationally, we work with the life sciences industry; with all types of healthcare payers and providers; and with charities and Patient Advisory Groups.

The Technical Services Team deliver market leading platforms to collect feedback and deliver insights for the health and care sector, working with leading clients to drive patient, service user and staff experience and outcomes.

As Technical Services Analyst reporting directly to the Head of Technical Services, you will supervise a team responsible for a wide-ranging portfolio of projects and systems. You will be overseeing the day-to-day tasks and technical work required to ensure accurate and timely delivery of data and process requirements. You and the team will need to deliver world class support to internal and external stakeholders against key metrics. You will act as a mentor/coach to the team to help them develop the required skills and knowledge to support clients and the wider team. You will also lead on continuous development of processes and working practices to consistently deliver high standards of stakeholder satisfaction.

You will collaborate with internal teams including client engagement, operations, project management, consultancy and reporting, as well as a list of approved vendors to ensure consistent delivery against contractually agreed SLA’s and related KPIs. Whether you are building long-term relationships or resolving issues, you will be acting as a brand champion and supporting clients and colleagues by going the extra mile to ensure problems and queries are dealt with swiftly and efficiently.

Responsibilities:

• Overseeing the timely and accurate set up and delivery of technical operational systems for all work programmes including QMP, OCR scanning, data capture and data deliverables.
• Day to day supervision of Technical Service staff, supporting career aspirations through mentoring and development activities.
• Monitoring progression of data through survey lifecycle workflow, managing data integrity and quality assurance and preparing data for onward submission to reporting team / clients.
• Monitoring issue handling and resolution in accordance with SLAs.
• Providing support to the wider business with queries and investigations.
• Supporting Information Governance and Data Security activities, including auditing and management of any actions to maintain ongoing compliance.
• Supporting innovation and improvement activities through process development, design and automation.
• Supporting Head of Technical Services with business continuity and disaster recovery management.

Skills, Education and Experience:

• Excellent communication skills.
• A positive and friendly attitude.
• Good listener.
• Pro-active thinking and supportive to change management.
• Confidence in using technology – an extremely varied, wide-range of applications are in use.
• Experience in SQL querying and data handling.
• Skills in Web design including HTML and CSS.
• The ability to build up relationships and build rapport both internally and externally.
• Time management skills / ability to handle competing priorities.
• Attention to detail / problem solving skills.
• Good knowledge of MS Office.
• Recognizes the value of LEAN.

This role is not eligible for UK visa sponsorship.