Senior Technical Specialist
Chennai · Mid Level
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Job description
Job Summary
As a Veeva Vault Support Specialist, you will ensure the operational stability of Veeva Vault solutions for pharmaceutical clients. Your focus will be on incident management, document management system troubleshooting, and maintaining high availability of the platform.
Key Responsibilities
• Provide support for Veeva Vault applications, ensuring high availability and performance.
• Manage incidents, service requests, and changes using ServiceNow, following ITIL best practices.
• Monitor Veeva Vault system health using Dynatrace and BigPanda, identifying issues proactively.
• Troubleshoot document management workflows, user access issues, and integration problems.
• Collaborate with Veeva implementation teams to escalate complex issues and coordinate fixes.
• Document known issues, troubleshooting procedures, and user guides in Confluence.
• Track support tickets in JIRA, ensuring SLA compliance and timely resolution.
• Perform routine maintenance and coordination with Veeva support for platform updates.
• Ensure compliance with GxP, FDA 21 CFR Part 11, and other regulatory requirements.
• Provide user support and assist with basic Veeva Vault queries.
Skill Requirements
• Bachelor's degree in Computer Science, Life Sciences, Information Technology, or a related field.
• 2+ years of experience in application support or IT operations, preferably with Veeva Vault.
• Strong understanding of ITSM processes (ITIL certified preferred) and experience with ServiceNow.
• Proficiency with Dynatrace, BigPanda, or similar monitoring tools.
• Experience with JIRA for ticket management and Confluence for documentation.
• Basic shell scripting skills for automation.
• Foundational knowledge of AWS and Azure cloud platforms.
• Basic understanding of GxP, FDA 21 CFR Part 11, and document management concepts is a plus.
• Excellent analytical, problem-solving, and communication skills.
• Exposure to GenAI technologies and Gemini for AI-assisted operations and automation is a plus.
Other Requirements
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