Syneos Health® is the only fully integrated end-to-end clinical and commercial solution organization. We are purpose-built for biopharmaceutical acceleration, creating better, smarter, faster ways to help clients navigate an increasingly complex marketplace. Our business addresses today’s market realities through clinical and commercial sharing expertise ...
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Configuration of Veeva Vault platform as per business needs
Handling incidents, requests, provide work around, root cause analysis, preventive actions and corrective actions related to Veeva Vault and related integrated systems
Assist in requirement analysis, effort estimation and solution/technical design for enhancements and integrations
Work directly with business users and BT teams to bring open help desk incidents / requests to a resolution. Collaborate with the vendor for resolving any major incidents/defects within Veeva Vault platform
Coordinate with the vendor for product releases, lead internal review of changes and utilize change control process to implement change requests. Champion configuration change requests on lifecycles, workflows, security settings, objects, document types/subtypes, etc.
Responsible for Change Management of Veeva, including company communications of updates, changes, new functionality, etc.
Advanced troubleshooting, break-fix for issues spanning Veeva and related integrations
Respond to incoming service requests via telephone, email, ServiceNow, instant messaging, and other contact methodologies in a timely manner.
Uses the prescribed workflow tool(s) to track 100% of all user engagements, analyze requests and issues to identify appropriate remediation in accordance to the IT Global Support Model and the specified Service Level Agreement (SLA) / Operational Level Agreement (OLA).
Ensure all procedures, support plan, and work instructions related to Veeva remain current.
Able to work collaboratively with multiple teams across different geographies and time zones
Work on special assignments on an as needed basis.
Other Responsibilities
Performs other work-related duties as assigned. Position requires on-call work. Minimal travel may be required (up to 25%).
Requirements Qualifications
Master’s / Bachelor’s degree in Computer Science, Engineering, Technology or equivalent
Minimum five (3) years of experience in a global Pharmaceutical or Life Sciences industry
Certification(s) in Veeva Administration, Veeva Vault desired
Experience in configuration of Veeva Vault platform.
Experience with validated systems - SDLC, IQ, OQ, PQ checklist development and execution. (Required experience in Clinical Domain only).
Experience with system and application monitoring and data analytics
Experience in GMP, GCP, 21 CFR Part 11, HIPAA, Data Security, and Data Integrity
Proficient written and oral communication skills; attention to detail, good organizational and time management skills, and a team player.
Ability to work effectively across multiple cultures and with global cross-functional teams
Strong interpersonal skills with a special focus on customer satisfaction.
Willing to take accountability for assignments, problems, and issues, carrying through to resolution under supervision. Ability to interact with end users and BT teams from multiple business units.
Ability to work under pressure, think logically, multi-task and manage competing priorities
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