Clinical Research Support Specialist

Summary

Join Veeva Systems, a leading SaaS company in the life sciences industry, as a Clinical Research professional on our growing Clinical Support team. You will provide global support for Veeva Clinical products, troubleshooting issues and ensuring client success. Collaborate with internal teams and clients, diagnose complex problems, and propose solutions. This full-time role requires clinical research system knowledge and strong analytical and communication skills. The position offers a competitive salary, benefits including medical, dental, vision, and flexible PTO, and the flexibility to work remotely.

Requirements

• Familiarity with budget management principles or Working knowledge of clinical trials operations (University Degree or 3 years relevant experience)
• Clinical research system knowledge (eISF, EHR, eTMF)
• The desire to learn new soft and technical skills
• Experience working closely across diverse teams
• Ability to diagnose and use industry-standard tools and techniques to ensure the application performs to client expectations
• Fluent in English, both written and verbal
• Analytical mindset, a natural problem solver with a hands-on approach
• Ability to communicate effectively through multi-contact channels

Responsibilities

• Provide global support covering all issues related to the Veeva Clinical products
• Learn about Veeva Clinical products and use that knowledge to ensure client success
• Troubleshoot critical production issues affecting end-users, including system unavailability and data integrity issues
• Handle inquiries regarding all technical issues and information requests on application capabilities, navigation, installation, or configuration
• Provide coordinated support for getting new releases and configuration changes into production
• Gather information for analysis, carry out the necessary research, set up test environments, replicate issues locally, and propose resolutions or workarounds
• Be a client-facing representative of the Development and Product teams
• Document new processes and keep existing documentation and tools up to date as the environment changes
• Interface with engineering, product management, and professional services when necessary

Preferred Qualifications

• Knowledge of Zendesk, Jira, and Confluence
• Support experience in 2nd or 3rd-line product support positions

Benefits

• Medical, dental, vision, and basic life insurance
• Flexible PTO and company paid holidays
• Retirement programs
• 1% charitable giving program