IT Application Support Analyst

Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $3B in revenue in our last fiscal year with extensive growth potential ahead.

 

At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.

 

Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.

 

We are seeking a seasoned IT Application Support Analyst to join our IT Commercial Systems team. Unlike traditional technical support, this role focuses deeply on the functional and logical layer of our business applications, specifically our internal CRM built on the Veeva Vault platform. You will act as a high-level consultant and problem solver for our internal stakeholders across marketing, sales, and professional services, leveraging AI tools and analytical thinking to diagnose complex application behaviors.

Provide high-touch global support for our internal CRM, focusing on the Veeva Vault platform architecture and business logic

Act as the primary functional expert, working on end-user application support tickets with power users to resolve complex workflow issues with speed and accuracy

Troubleshoot critical production issues, focusing on data integrity, application configuration, and user experience

Gather detailed information for root cause analysis, replicating functional bugs and proposing workarounds to keep the business moving

Serve as the business-facing bridge to the Development team, translating user needs into technical requirements

Leverage AI-driven support tools and automation to streamline troubleshooting processes and improve response efficiency

Maintain rigorous documentation of application processes and "known issues" databases as the environment evolves

Learn everything about our business systems and use that knowledge to ensure employee success

Handle inquiries regarding technical issues and information requests on application capabilities and known issues

Exceptional customer service and communication skills; you must be able to explain complex application logic to non-technical users

Prior experience with CRM is a must

5+ years of work experience in 2nd- or 3rd-line application support positions (specifically supporting software/SaaS, not hardware or servers)

A Bachelor’s degree in STEM (science, technology, engineering, and mathematics)

The desire to learn new soft and technical skills

Fluent in English, both written and verbal

A fast learner, an analytical mindset, and a natural problem solver with a hands-on approach

ITIL Certification

Configuration and Testing experience in Enterprise Applications

Hands-on experience with Veeva Vault

Familiarity with Jira and Confluence for tracking application bugs and documentation

Medical, dental, vision, and basic life insurance

Flexible PTO and company paid holidays

Retirement programs

1% charitable giving program

Base pay: $70,000 - $110,000

The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position may also be eligible for other types of compensation in addition to base salary, such as variable bonus and/or stock bonus.