Clinical Research Support Specialist

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.
 
As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.
 
Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.

The Role
We are seeking a talented Clinical Research professional to join our Clinical Support team. You will be part of a young and exciting company that is recognized as the market leader in the SaaS space with our Industry Cloud for Life Sciences.
 
Our Clinical Support team is growing quickly. As a member of the team, you will be tasked with supporting our customers, as well as internal stakeholders, such as our Consulting and Sales Engineering teams. You will work closely with Development and QA teams to diagnose, troubleshoot, and resolve complex issues. You will need to learn and adapt quickly, be persistent, and demonstrate “out of the box” thinking.
 
This is a full-time job with availability for weekend coverage. You must be based and be eligible for employment in the United Kingdom.

What You'll Do

• Provide global support covering all issues related to the Veeva Clinical products


• Learn about Veeva Clinical products and use that knowledge to ensure client success


• Troubleshoot critical production issues affecting end-users, including system unavailability and data integrity issues


• Handle inquiries regarding all technical issues and information requests on application capabilities, navigation, installation, or configuration


• Provide coordinated support for getting new releases and configuration changes into production


• Gather information for analysis, carry out the necessary research, set up test environments, replicate issues locally, and propose resolutions or workarounds


• Be a client-facing representative of the Development and Product teams


• Document new processes and keep existing documentation and tools up to date as the environment changes


• Interface with engineering, product management, and professional services when necessary

Requirements

• Familiarity with Electronic Data Capture technology (University Degree or 3+ years relevant experience)


• The desire to learn new soft and technical skills


• Experience working closely across diverse teams


• Ability to diagnose and use industry-standard tools and techniques to ensure the application performs to client expectations


• Fluent in English, both written and verbal


• Analytical mindset, a natural problem solver with a hands-on approach


• Ability to communicate effectively through multi-contact channels

Nice to Have

• Clinical research system knowledge (eISF, CTMS, EHR, eTMF, EDC)


• Knowledge of Zendesk, Jira, and Confluence


• Support experience in 2nd or 3rd-line product support positions

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