Veeva CRM

CosMicIT · Remote, India

About the Company

We are looking for an experienced Veeva CRM Techno-Functional L3 Support Consultant with 8+ years of experience in Life Sciences/Pharma domain and strong expertise in Veeva CRM, Vault CRM, Salesforce Platform, Veeva Align, and Veeva Network. The role requires managing production support, complex technical issues, enhancements, stakeholder interactions, and solution design for global markets.

About the Role

The role requires managing production support, complex technical issues, enhancements, stakeholder interactions, and solution design for global markets.

Responsibilities

• Provide L3 production support for Veeva CRM applications across global markets.
• Analyze, troubleshoot and resolve complex application issues, perform RCA, and drive permanent fixes.
• Configure and support Veeva CRM modules such as:
• Accounts
• Call Reporting
• Events Management
• Surveys
• Product Management
• Territory Management
• Approved Email
• CLM (Closed Loop Marketing)
• Manage enhancements, deployments, releases, and change requests.
• Work closely with Business, IT, and Vendor teams for requirements gathering and solutioning.
• Support integrations with Veeva Network, Align, Salesforce, and external systems.
• Perform impact analysis, regression testing, and release validation.
• Create technical documentation, knowledge articles, SOPs, and support runbooks.
• Participate in incident, problem, and change management processes using ServiceNow/JIRA/Azure DevOps.
• Support global users and provide SME guidance to L1/L2 support teams.

Qualifications

8+ years of experience in Life Sciences/Pharma domain.

Required Skills

• Functional:
• Strong understanding of Life Sciences and Pharma commercial processes.
• Expertise in:
• Call Planning
• Call Reporting
• Territory Alignment
• HCP/HCO Data Management
• Events Management
• Approved Email
• CLM
• Multichannel Engagement
• Experience working with business stakeholders across multiple regions.
• Technical:
• Veeva CRM
• Veeva Vault CRM
• Veeva Align
• Veeva Network
• Salesforce Administration
• Objects, Fields, Validation Rules
• Flows/Workflow Automation
• Approval Processes
• Security & Access Management
• Data Loader / Workbench
• SOQL
• Apex (Good to Have)
• Lightning Components (Good to Have)
• Integrations/API knowledge
• Release & Deployment Management

Support Experience Required

• Incident Management
• Problem Management
• Root Cause Analysis (RCA)
• SLA/KPI Management
• Production Support
• Release Support
• Hypercare Support
• ServiceNow / JIRA / Azure DevOps
• Global Stakeholder Management

Nice to Have

• Veeva Vault CRM Migration experience
• Salesforce Certifications
• Veeva Certifications
• Experience supporting US/EU/APAC markets
• ITIL Knowledge

Pay range and compensation package

Not specified.

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices.