Senior IT Application Support Analyst

The Role

We are seeking a seasoned IT Application Support Analyst to join our IT Commercial Systems team. As a member of the team, you will be tasked with providing application support to our internal stakeholders, across marketing, sales, and professional services.

You will work closely with Development and QA teams to diagnose, troubleshoot, and resolve complex issues. You will need to learn and adapt quickly, be persistent, and demonstrate out of the box thinking.

This is a full-time job. You must be based in Hyderabad, as Veeva does not anticipate providing support for employment visa / permit processes.

Business hours are from 14 : 00 to 21 : 00.

What You'll Do

• Provide global support covering all issues related to our internal CRM (based on the Veeva Vault platform) and Marketing Automation (Marketo) business systems
• Learn everything about our business systems and use that knowledge to ensure employee success
• Work on end-user application support tickets with power users and subject matter experts to understand and resolve issues with speed and accuracy
• Troubleshoot critical production issues affecting end-users, including system unavailability and data integrity issues
• Handle inquiries regarding technical issues and information requests on application capabilities and known issues
• Gather information for troubleshooting and root cause analysis, carry out the necessary research, replicate issues, and propose resolutions or workarounds
• Be a business-facing representative of the Development team
• Document new processes and keep existing documentation and tools up to date as the environment changes
• Attend daily meetings and provide status updates

Requirements

• Exceptional customer service and communication skills
• Prior experience with CRM and Marketing Automation systems is a must
• The desire to learn new soft and technical skills
• 5+ years of work experience in 2nd- or 3rd-line application support positions
• A Bachelor’s degree in STEM (science, technology, engineering, and mathematics)
• Fluent in English, both written and verbal
• A fast learner, an analytical mindset, and a natural problem solver with a hands-on approach

Nice to Have

• ITIL Certification
• Configuration and Testing experience in Enterprise Applications
• Experience with Marketo is a plus
• Experience working with Jira and Confluence

Perks & Benefits

• Medical, dental, vision, and basic life insurance
• Flexible PTO and company paid holidays
• Retirement programs
• 1% charitable giving program

Compensation

• Base pay : $70,000 - $120,000
• 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.

Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.