Clinical Research Support Specialist

Summary

Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. The Clinical Research Support Specialist will provide global support for Veeva Clinical products, troubleshoot critical issues, and work closely with various teams to ensure client success.

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

Skills

• Familiarity with Electronic Data Capture technology (University Degree or 3 years relevant experience)
• 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
• Clinical research system knowledge (eISF, CTMS, EHR, eTMF, EDC)
• Knowledge of Zendesk, Jira, and Confluence
• Support experience in 2nd or 3rd-line product support positions

Qualifications

Must Haves

• Familiarity with Electronic Data Capture technology (University Degree or 3 years relevant experience)
• 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

Nice to Haves

• Clinical research system knowledge (eISF, CTMS, EHR, eTMF, EDC)
• 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