L2 Support Engineer Veeva Applications

Company Overview

Arcondis is a global consulting company with an exclusive focus on the healthcare and life science industries. Headquartered in Basel, Switzerland, the company has a global footprint with offices in North America, APAC and across Europe. We have been managing challenges and solving problems for our clients in compliance, business processes, information technology, and digital transformation since 2001. Our focus lies in creating value through cross-functional, sophisticated delivery methodologies and intelligent implementation. Our clients love to work with us because of our unique skillsets, our pragmatic approach, and our will to win.

We are a medium-sized international consulting firm dedicated to Life Sciences, with a unique and inspiring culture. Our distinctive culture is the driving force behind our success; it is deeply rooted in our purpose and behaviours. We are owned by a charitable Foundation; our key differentiator is that we contribute to social causes every year. This ethos is not just a part of our identity; it is our way of life. Our motto, We make healthcare better, reflects the unwavering commitment we have to improving the lives of people through the work we do.

Our culture fosters collaboration, innovation, and a sense of community that sets us apart from the rest. We are living our values every day. Our leadership is expected to lead by example, demonstrating a dedication to our mission and values.

We embrace diversity and inclusiveness, and we believe in giving back to the community. Together, we are not just consultants; we are agents of change, and our culture is the driving force behind our shared purpose.

About the role

The L2 Support Engineer – Veeva Applications (CRM, MedComms, and Clinical & Regulatory Platforms) provides second-line application support for a global pharmaceutical client, ensuring stable, compliant, and efficient operation of Veeva-based platforms. This role acts as a key escalation point from L1 support, resolving complex functional and technical issues, supporting configuration changes, and collaborating closely with client stakeholders, vendors, and internal delivery teams.

The engineer will support business-critical processes across Commercial, Medical, Clinical, Safety, and Regulatory domains, with a strong focus on service quality, compliance, and continuous improvement within a managed services model.

Responsibilities

• Provide L2 application support for life sciences platforms including:
• Veeva CRM
• Veeva MedComms
• eTMF (electronic Trial Master File)
• CTMS (Clinical Trial Management System)
• RIMS (Regulatory Information Management Systems)
• Safety / Pharmacovigilance systems
• Act as an escalation point for incidents and service requests from L1 support and end users
• Analyze application issues related to configuration, integrations, data, security, and user access
• Perform minor configuration changes, data fixes, and operational support activities in line with SOPs and change management processes
• Coordinate with L3 support, Veeva support, and other third-party vendors for complex defects or platform issues
• Support release activities, including regression testing, deployment validation, and post-release support
• Ensure compliance with pharmaceutical industry regulations (e.g., GxP, validation, audit readiness)
• Maintain and update support documentation, knowledge base articles, and operational procedures
• Participate in service reviews, incident trend analysis, and continuous improvement initiatives
• Collaborate with client business users, IT teams, and managed service colleagues across regions

Qualifications, Skills and Experience

• Bachelor's degree in computer science, Information Systems, or a related field (or equivalent practical experience)
• Experience in L2 application support within an enterprise environment, preferably in life sciences or regulated industries
• Strong understanding of application support processes, incident management, and ITIL-based service delivery
• Experience supporting SaaS applications, including configuration, troubleshooting, and vendor interaction
• Ability to analyze issues across functional and technical layers and communicate clearly with both technical and non-technical stakeholders
• Strong documentation, communication, and problem-solving skills
• Fluent in English (written and spoken)

Why Arcondis

• An opportunity to shape the future of healthcare by spearheading transformative deals
• A collaborative and innovative work environment where your ideas are valued, and your contributions make a significant impact
• Flexible working environment, enabling work-life balance
• Attractive compensation package, inclusive of performance-based incentives that reward exceptional achievements
• Professional growth and development opportunities