Remote Senior IT Application Support Analyst

Summary

Join Veeva Systems, a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.

Requirements

• Exceptional customer service and communication skills
• Prior experience with CRM and Marketing Automation systems is a must
• The desire to learn new soft and technical skills
• 5+ years of work experience in 2nd- or 3rd-line application support positions
• A Bachelor’s degree in STEM (science, technology, engineering, and mathematics)
• Fluent in English, both written and verbal
• A fast learner an analytical mindset and a natural problem solver with a hands-on approach

Responsibilities

• Provide global support covering all issues related to our internal CRM (based on the Veeva Vault platform) and Marketing Automation (Marketo) business systems
• Learn everything about our business systems and use that knowledge to ensure employee success
• Work on end-user application support tickets with power users and subject matter experts to understand and resolve issues with speed and accuracy
• Troubleshoot critical production issues affecting end-users, including system unavailability and data integrity issues
• Handle inquiries regarding technical issues and information requests on application capabilities and known issues
• Gather information for troubleshooting and root cause analysis, carry out the necessary research, replicate issues, and propose resolutions or workarounds
• Be a business-facing representative of the Development team
• Document new processes and keep existing documentation and tools up to date as the environment changes
• Attend daily meetings and provide status updates

Benefits

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