Job Overview
The Support Engineer (L2/L3) - Veeva eTMF Supportor Vault Clinical/Vault Quality role is responsible for managing and supporting technical and configuration tasks within the Veeva Vault eTMF environment. This includes release coordination, system configuration, issue resolution, and collaboration across multiple support teams. The role combines deep technical expertise with strong coordination and communication skills to ensure smooth operations and continuous improvement of the eTMF platform.
Key Responsibilities
Incident Resolution & Operations (L2/L3)
- Advanced Troubleshooting: Resolve complex hardware, software, network, and application issues.
- L1 Escalations: Act as the primary escalation point for unresolved Level 1 technical incidents.
- 3rd-Level Support: Deliver ongoing tier-3 support for specialized and high-priority platform failures.
- Performance Monitoring: Track system performance metrics proactively to identify and mitigate bottlenecks.
- Account Administration: Manage user provisioning, access requests, and security profiles.
Core Platform Administration & Configuration (L3)
- Platform Configuration: Manage lifecycles, workflows, object configurations, and document metadata modifications.
- Component Mastery: Deep technical understanding of Access Management, Security, Permissions, Reporting Dashboards, and Vault Loaders.
- Release Coordination: Direct product and business-specific Veeva Vault releases across DEV, VAL, and PROD.
- System Design: Execute core system design changes and perform critical technical root-cause analyses.
- Deployment Management: Package and deploy custom-built releases across validated environment pipelines.
Change Management & Cross-Functional Collaboration
- Enhancement Assessment: Evaluate incoming business change requests and technical enhancement proposals.
- UAT Facilitation: Coordinate User Acceptance Testing activities and validate bug fixes.
- Cross-Team Alignment: Liaison between internal IT, business units, and Veeva vendor support teams.
- Ticket Governance: Drive vendor product support tickets to rapid resolution through disciplined follow-up.
Compliance, Knowledge & Leadership
- Compliance Enforcement: Maintain absolute alignment with platform security protocols and patch schedules.
- Documentation Lifecycle: Update standard operating procedures, technical manuals, and knowledge base articles.
- Team Mentorship: Provide technical guidance, code/config reviews, and mentorship to junior staff.
- Cross-Functional Partnerships: Collaborate across multi-disciplinary project teams to ensure platform stability.
Qualifications, Skills and Experience
- With 3+ years of experience or relevant
- Associate or bachelor's degree in IT, Computer Science, or related field preferred.
- Experience with Veeva Vault (especially eTMF, CTMS)
- Familiarity with release and change/configuration management processes.
- Strong understanding of Veeva Vault configuration and deployment processes.
- Advanced troubleshooting and root cause analysis skills.
- Strong problem-solving and analytical thinking.
- Ability to manage multiple priorities and work under pressure.
- Team-oriented with mentoring experience and cross-functional collaboration.
- Veeva Vault Administrator Certification (Advantage)
- Experience with system validation (IQ/OQ/PQ documentation). (Advantage)
- Familiarity with other Veeva Vault modules (Advantage)
- Exposure to ticketing systems (e.g., Jira, ServiceNow).
- GxP Guidelines and FDA/EU regulatory requirements knowledge. (Nice to have)
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
