Bilingual Customer Care Agent — 24/7 Remote

Sixt; Madrid; Remote; EUR 38,000 - 55,000; Full time

Job summary

IQVIA Madrid Center of Excellence is seeking a Data Analyst with knowledge of SAS/SQL programming and fluent German. You will work in the Real-World Solutions (RWS) department within an international team, performing analyses, creating reports, and ensuring data quality for pharma client projects.

You will communicate in German and English with clients, contribute to data mining and analytics tasks, and support the project manager to deliver insights.

Qualifications

• Completed degree in life sciences, public health, health economics, or related field.
• Experience in data analysis or biostatistics; proficiency in SAS or similar.
• German and English fluency in client conversations.
• Team player in international, multidisciplinary team.
• Proficient with Office tools, especially Excel and PowerPoint.
• Knowledge of SAS programming is a plus.

Responsibilities

• Perform strategic analyses and derive trends for clients.
• Create reports, presentations and client deliverables.
• Assist with data quality checks and cleaning.
• Collaborate with project team and BI units.

Skills

German language

SAS

SQL

Statistics

Data analysis

Education

Bachelor's degree in life sciences / public health / health economics / bioinformatics / mathematics / statistics / epidemiology

Tools

Excel

PowerPoint

Job description

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.
**Your day at NTT DATA**
The Networking Remote Field Service Engineer (L1) is an entry level engineering role, responsible for operating in region and provides a professional remote technical support service to clients by identifying and resolving technical incidents and problems.
Through pre-emptive service incident and resolution activities, this role will restore service to clients by driving incidents to an effective resolution and ensuring all requests, process events and resolution incidents result in zero missed service level agreement (SLA) conditions.
**Key responsibilities:**
+ Maintains the support process and ensures that requests for support are handled according to the procedures.
+ Uses service assurance software and tools to investigate and diagnose problems, collects performance statistics and creates reports, working with users, other staff and suppliers as appropriate.
+ Identifies and resolves problems following agreed procedures.
+ Carries out agreed maintenance tasks.
+ Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required.
+ Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
+ Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
+ Prioritizes and diagnoses incidents according to agreed procedures.
+ Investigates causes of incidents and seeks resolution.
+ Escalates unresolved incidents and follows up until incident is resolved.
+ Provides service recovery, following resolution of incidents.
+ Documents and closes resolved incidents according to agreed procedures.
+ Maintains secure, accurate, complete, and current configuration on configuration items (CIs).
+ Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use.
+ Remotely investigates and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures.
+ Maintains knowledge of specific specialisms, provides detailed advice regarding their application.
+ Ensures efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members.
+ Provides continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by standard operating procedures.
+ Identifies problem and errors prior to or when they occur.
+ Logs all such incidents in a timely manner with the required level of detail with all the necessary.
+ Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.
**Knowledge, Skills and Attributes:**
+ Ability to communicate and work across different cultures and social groups.
+ Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
+ Ability to maintain a positive outlook at work.
+ Ability to work well in a pressurized environment.
+ Ability to work hard and put in longer hours when it is necessary.
+ Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
+ Ability to adapt to changing circumstances.
+ Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
+ Entry level knowledge of vendor technologies, such as (but not limited to) Cisco, Juniper, Aruba, RiverBed etc.
+ Entry level knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.
**Academic qualifications and certifications:**
+ Bachelor's degree or equivalent in Information Technology or Computing or related field.
+ Associate level certification in different Networking technologies such as (but not limited to) Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA etc.
**Required experience:**
+ Entry level experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.
+ Entry level experience in technical support to clients.
+ Entry level experience in diagnosis and troubleshooting.
+ Entry level experience providing remote support in Networking technologies.
+ Entry level experience in relevant technology.
**Workplace type** **:**
Remote Working
**About NTT DATA**
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimise and transform for long‑term success. We invest over $3.6 billion each year in R&D to help organisations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start‑up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
**Equal Opportunity Employer**
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status or any other protected category. Join our growing global team and accelerate your career with us.
**Data Analyst (SAS / SQL Programming) - German Speaker (Spain remote)**

Data Analyst (SAS / SQL Programming) - German Speaker (Spain remote)

Madrid, Spain
Full time
R
**Join us on our exciting journey!**
We are recruiting a new team member to join us at our Madrid Center of Excellence office! **We are looking for a Data Analyst with knowledge of statistical programming (SAS preferred) and fluent in German language.**
You will work in the Real‑World Solutions (RWS) department within the regional business unit. The team comprises over 80+ data analysts/consultants with various capabilities in real‑world evidence, epidemiology, market access and health economics.
As part of a project team, you will run analyses and oversee the deliverables of projects for our top clients in the pharmaceutical and healthcare industry. You will work closely with the project manager:
+ Performing strategic analyses (recurrent and ad hoc) to derive trends, conclusions, and actionable recommendations for clients on qualitative and quantitative data, including longitudinal patient and prescription datasets
+ Evaluating secondary data on markets, physicians, pharmacists, patients, and competitive products
+ Working in close collaboration with our top pharma client's business intelligence units
+ Creating reports, presentations, and other client deliverables
**Our ideal candidate: Skills & other requirements**
+ Completed degree in life sciences, public health, health economics, (bio)informatics, mathematics, statistics, epidemiology, or a comparable field of study.
+ Relevant experience in data analysis, biostatistics, or epidemiology & excellent knowledge of at least one statistical programming language.
+ Programming in SAS or knowledge in the analysis of healthcare data is a plus.
+ Strong analytical skills and quality, customer‑ and solution‑oriented way of working.
+ Confident in German and English client conversations; strong communicative skills, orally and in writing.
+ Team player, able to integrate in an international and multidisciplinary team.
+ Confident use with Office tools, in particular Excel and PowerPoint.
+ Ability to work independently and organise analytical tasks as part of a project team.
Knowledge or experiences in the following areas are **appreciated** :
+ Programming in SAS
+ Database studies
+ Experience in data mining and the application of databases and software tools
+ Experience in the pharmaceutical or life sciences industry
+ Big data
**We invite you to join IQVIA**
IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible - to help our customers create a healthier world. Learn more at is an equal opportunity employer. We make employment decisions based on qualifications and merit. We prohibit discrimination based on any unlawful consideration such as age, race, national origin, gender or other "protected status".
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 .
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.
At IQVIA, we believe that diversity, inclusion, and belonging empower our mission to accelerate innovation for a healthier world. We create a culture of belonging by valuing the perspectives of all talented employees worldwide and providing them with the opportunity to power smarter healthcare for everyone, everywhere. When our talented employees bring their authentic selves and their diverse experiences to work, they enable us to accomplish extraordinary things. Multifaceted thought processes spark innovation. Multi‑talented collaboration harnesses innovation to deliver superior outcomes. Likewise, as part of this culture, IQVIA is committed to ensuring effective equality between women and men, integrating it as a strategic principle in its corporate and human resources policies.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide.
To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us.
EEO Minorities/Females/Protected Veterans/Disabled