Analyste support et services applicatifs Veeva (Support de niveau 2 et opérations)/ Veeva Application Support and Services Analyst (Tier 2 Support & Operations)

IQVIA•Toronto, ON

About The Position

We are looking for an Application Services Analysts to provide advanced technical and operational support (Tier 2) for Veeva applications, including Veeva CRM, Vault, Network and Vault CRM (new). This role involves troubleshooting, configuration changes, environment management, and ensuring smooth operations of Veeva platforms for Life Sciences clients. Candidates must have hands-on experience with Veeva CRM; Veeva Vault and Network experience is a plus. The ideal candidate will have strong logical thinking skills, excellent communication abilities, and a proactive approach to continuous learning and upskilling.

Requirements

3-5 years of CRM experience, including 2-3 years in Veeva CRM.
Strong understanding of Life Sciences (Pharma) Sales processes.
Experience with Veeva CRM configuration, custom objects, layouts, reports, and CLM.
Familiarity with data migration and troubleshooting data-related issues.
Veeva CRM Certification required; Salesforce Developer Certification is a plus.
Veeva Vault Certification is preferred.
Experience supporting Vault and Network is a plus.
Knowledge of document management and Vault lifecycle configurations.
Strong problem-solving and analytical skills.
Excellent communication skills for clients and internal interactions.
Ability to work independently and in cross-functional global teams.
Detail-oriented with a focus on operational excellence.
Familiarity with Life Sciences compliance and data management.
Experience with ticketing systems (e.g., ServiceNow, Jira, Service Cloud).

Nice To Haves

Veeva Vault Certification is preferred.
Experience supporting Vault and Network is a plus.
Salesforce Developer Certification is a plus.

Responsibilities

Provide Tier 2 support for Veeva applications (Veeva CRM, Vault, Network, Vault CRM), resolving escalated issues from Tier 1.
Provide ticket resolution for incidents and service requests in the ticketing system.
Perform root cause analysis and ensure timely resolution of technical and operational issues.
Manage customer expectations and maintain strong client relationships through clear communication and follow-up.
Document solutions, processes, and best practices for knowledge sharing.
Coordinate with internal teams and vendors for issue resolution and system improvements.
Monitor system performance and proactively identify areas for optimization.
Stay updated on Veeva product releases and industry best practices; continuously upskill to support evolving business needs.