Business Systems Support Analyst (Contract)

The Business Systems Support Analyst provides Tier?2 support across multiple enterprise and SaaS business systems operating in a GxP?regulated environment. This role is responsible for ensuring system stability, data integrity, and compliant operations while enabling efficient business processes. The ideal candidate is a strong problem solver and generalist who is comfortable supporting multiple systems, working through incidents, requests, and changes, and operating within validated processes. This role partners closely with business users, vendors, Quality/Validation, and IT teams. Business Systems Support

• Provide support for multiple business systems (e.g., TrackWise Digital, Veeva QualityDocs, Res_Q, Maximo, etc.)
• Troubleshoot issues across applications, integrations, data flows, and user access
• Resolve incidents and service requests through ITSM tools (e.g., ServiceNow)
• Perform basic system configuration, data corrections, and access management within approved procedures
• Coordinate with vendors and internal SMEs for escalations and complex issues GxP & Compliance Responsibilities
• Support systems operating in GxP regulated environments
• Manage system changes in compliance with SDLC and GxP policies
• Ensure data integrity, auditability, and access controls are maintained
• Participate in audits and inspections by providing logs, evidence, and documentation
• Partner with Quality, Validation, and IT Security teams on regulated changes Process & Knowledge Management
• Create and maintain knowledge base articles, SOPs, and troubleshooting documentation
• Contribute to standardization and continuous improvement of support processes
• Support release activities, patching, and controlled deployments as needed
  
  

Work Experience

Required Qualifications

• 3 years of experience in business systems or application support
• Experience supporting systems in a GxP regulated environment (e.g., life sciences, med device, pharma)
• Understanding of validation concepts (IQ/OQ/PQ) and risk-based validation
• Familiarity with incident management, change management and audit readiness
• Strong troubleshooting and analytical skills
• Ability to support multiple systems simultaneously and manage competing priorities
• Strong written and verbal communication skills
  
  

Preferred Qualifications

• Experience supporting ERP, CRM, or other regulated SaaS platforms
• Experience with integrations (APIs, middleware, iPaaS) from a support perspective
• Experience working with electronic records / electronic signatures (21 CFR Part 11)
• Prior participation in internal or external audits
• Experience working with vendors and managed service providers
  
  

Key Competencies

• Systems thinking and end?to?end process awareness
• Calm, structured approach to incident response
• Comfort operating within SOPs and controlled environments
• Ability to explain technical issues to non?technical users
• Documentation?first mindset
  
  

Education

Bachelor’s degree in Information Systems, Computer Science, Engineering, Life Sciences, or a related field or equivalent practical experience supporting business systems in a regulated environment.

Coursework Or Formal Training Related To

• Information Systems or Business Systems
• Computer Science or Engineering fundamentals
• Quality Systems, Validation, or Compliance Continuing education or certifications related to:
• IT Service Management (ITIL or equivalent)
• GxP, 21 CFR Part 11, or regulated systems
• Enterprise applications (ERP, CRM, or SaaS platforms)
• Pay $38-48/hr based on experience