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.
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
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.
