Senior IT Application Support Analyst

1 week ago

Hyderabad, Telangana, India Veeva Systems Full time
The Role

We are seeking a seasoned IT Application Support Analyst to join our IT Commercial Systems team.

As a member of the team, you will be tasked with providing application support to our internal stakeholders, across marketing, sales, and professional services.

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. You must be based in Hyderabad, as Veeva does not anticipate providing support for employment visa/permit processes. Business hours are from 14:00 to 21:00.
What You'll Do

Provide global support covering all issues related to our internal CRM (based on the Veeva Vault platform) and Marketing Automation (Marketo) business systems
Learn everything about our business systems and use that knowledge to ensure employee success
Work on end-user application support tickets with power users and subject matter experts to understand and resolve issues with speed and accuracy
Troubleshoot critical production issues affecting end-users, including system unavailability and data integrity issues
Handle inquiries regarding technical issues and information requests on application capabilities and known issues
Gather information for troubleshooting and root cause analysis, carry out the necessary research, replicate issues, and propose resolutions or workarounds
Be a business-facing representative of the Development team
Document new processes and keep existing documentation and tools up to date as the environment changes
Attend daily meetings and provide status updates

Requirements

Exceptional customer service and communication skills
Prior experience with CRM and Marketing Automation systems is a must
The desire to learn new soft and technical skills
5+ years of work experience in 2nd- or 3rd-line application support positions
A Bachelor's degree in STEM (science, technology, engineering, and mathematics)
Fluent in English, both written and verbal
A fast learner, an analytical mindset, and a natural problem solver with a hands-on approach

Nice to Have

ITIL Certification
Configuration and Testing experience in Enterprise Applications
Experience with Marketo is a plus
Experience working with Jira and Confluence

Perks & Benefits

Allocations for continuous learning & development
Health insurance with generous coverage limits
Allowance for wellness & fitness programs
Winter break
Mobile phone & home internet reimbursement

Veeva's headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.

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