Support Specialist

Description:

We are seeking an experienced Veeva Vault CRM Support Specialist for a 3-month contract role to provide dedicated Hypercare Support following our commercial CRM rollout. The ideal candidate will possess deep expertise in Veeva Vault CRM architectures, system administration, and end-user support in a life sciences commercial environment.

In this role, you will act as the primary technical point of contact for triaging, troubleshooting, and resolving post-launch issues, defects, and configuration inquiries from field teams and internal stakeholders.

Key Responsibilities
 

• Issue Triage & Incident Management
   

Serve as the escalation point for end-user support tickets, system errors, and usage inquiries submitted during the hypercare window.

Analyze, prioritize, and categorize incoming incidents and service requests based on severity and business impact.

Work closely with Tier 1 helpdesk and Tier 3 engineering teams to maintain seamless ticket routing and high resolution rates.
 

• Defect Resolution & System Administration
   

Perform root cause analysis on identified system defects, user errors, and data discrepancies within Veeva Vault CRM.

Configure and adjust system settings, permissions, security profiles, user preferences, and page layouts as required.

Validate fix deployments and conduct user acceptance testing (UAT) for patch releases or hotfixes during hypercare.
 

• User Enablement & Guidance
   

Assist commercial field teams (e.g., Sales Representatives, Medical Science Liaisons, Account Managers) with real-time navigation, call reporting, sample management, and content presentation inquiries.

Identify recurring issues or knowledge gaps and collaborate with the training team to produce rapid job aids, FAQs, or troubleshooting tips.
 

• Cross-Functional Collaboration & Reporting
   

Partner with IT, Commercial Operations, Veeva Managed Services, and vendor technical teams to drive rapid issue resolution.

Maintain daily/weekly hypercare logs detailing incident volumes, resolution status, recurring trends, and open defects.

Participate in daily hypercare stand-up meetings to report on system stability and priority open items.

Requirements & Qualifications

Essential Qualifications

Veeva Vault CRM Expertise: Direct, hands-on experience supporting, configuring, or administering Veeva Vault CRM (or Veeva CRM on Vault platform).

Life Sciences Experience: Deep understanding of commercial operations within pharmaceuticals, biotechnology, or medical devices, including field team workflows (e.g., call logging, CLM, Approved Email, target lists).

Technical Troubleshooting: Strong proficiency in diagnosing configuration issues, data model anomalies, sync errors, and integration touchpoints.

Ticketing Systems: Experience with enterprise ticketing tools such as Service Now, JIRA, or Zendesk.

Desirable Certifications & Skills

Veeva Vault Administrator Certification (Vault Platform Administrator or Veeva CRM Administrator preferred).

Familiarity with Salesforce/Veeva data structures, Vault Loader, or data management tools.

Strong written and verbal communication skills with the ability to explain complex technical concepts to non-technical business users.

High adaptability and problem-solving agility in a fast-paced hypercare environment