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.

The Role

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.

What You'll Do

• 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
  
  

Requirements

• 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
  
  

Nice to Have

• 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
  
  

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 - $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.
  
  

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

Veeva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances. If you need assistance or accommodation due to a disability or special need when applying for a role or in our recruitment process, please contact us at talent_accommodations@veeva.com.