Support Engineer - Veeva Applications

Arcondis Group; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Arcondis Group in Kuala Lumpur is seeking a Support Engineer for Veeva applications to provide Level 2 support for Veeva platforms used by a global pharmaceutical client.

You will resolve complex issues, support configuration and releases, and collaborate with client stakeholders, vendors and delivery teams to maintain compliant services across Commercial, Medical, Clinical, Safety and Regulatory processes.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems or related field.
• 3–5 years of Level 2 application support in enterprise environments.
• Understanding of ITIL-based service delivery and incident management.
• Experience supporting SaaS applications; vendor coordination.
• Life sciences or regulated industries experience preferred.

Responsibilities

• Provide Level 2 support for Veeva platforms including CRM, MedComms, eTMF, CTMS, RIMS and Safety.
• Act as escalation point for incidents from Level 1 support and end users.
• Analyze issues across configuration, integrations, data and security.
• Perform minor configuration changes and data corrections.
• Coordinate defects with Level 3 support, Veeva and vendors.
• Support releases via regression testing and post-release activity.
• Maintain GxP compliance, validation status and audit readiness.
• Maintain support documentation and procedures.
• Participate in service reviews and continuous improvement.
• Collaborate with client business users and IT teams across regions.

Skills

Analytical thinking

Problem solving

Documentation

Communication skills

English fluency

English proficiency

Team collaboration

Education

Bachelor’s degree in Computer Science or Information Systems

Tools

Veeva CRM

Vault eTMF

Vault CTMS

Vault RIM

Salesforce

Job description

Support Engineer - Veeva Applications - (JP-SEVA-01.1)

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Requisition #

JP-SEVA-01.1

Job Title

Support Engineer - Veeva Applications

Contract Type

Full Time

Category

Managed Services

Location

Overview

The L2 Support Engineer provides second-line support for Veeva platforms used by a global pharmaceutical client. The role resolves complex functional and technical issues, supports configuration and release activities, and works with client stakeholders, vendors and delivery teams to maintain stable, compliant services across Commercial, Medical, Clinical, Safety and Regulatory processes.

Key Responsibilities

• Provide Level 2 support for Veeva CRM, Veeva MedComms, eTMF, CTMS, RIMS and Safety or Pharmacovigilance systems.
• Act as the escalation point for incidents and service requests raised by Level 1 support and end users.
• Analyse issues involving configuration, integrations, data, security and user access.
• Perform minor configuration changes, data corrections and operational support activities in accordance with procedures and change-management controls.
• Coordinate complex defects and platform issues with Level 3 support, Veeva support and other vendors.
• Support releases through regression testing, deployment validation and post-release support.
• Maintain GxP compliance, validation status and audit readiness.
• Maintain support documentation, knowledge articles and operating procedures.
• Participate in service reviews, incident trend analysis and continuous-improvement activities.
• Collaborate with client business users, IT teams and managed-service colleagues across regions.

Requirements

Qualifications

• Bachelor’s degree in Computer Science, Information Systems or a related field, or equivalent practical experience.

Skills

• Ability to analyse issues across functional and technical layers.
• Strong problem-solving, documentation and communication skills.
• Ability to communicate clearly with technical and non-technical stakeholders.
• Fluent written and spoken English.

Experience and Knowledge

• 3 - 5years of relevant experience, including Level 2 application support in an enterprise environment.
• Understanding of application support, incident management and ITIL-based service delivery.
• Experience supporting SaaS applications, including configuration, troubleshooting and vendor coordination.
• Experience in life sciences or another regulated industry is preferred for the core role.

Advantageous

• Experience supporting Veeva CRM, Vault MedComms, Vault eTMF, Vault CTMS, Vault RIM, Veeva Safety or other Pharmacovigilance platforms.
• Experience with Salesforce, clinical systems, regulatory systems or content-management solutions.
• Knowledge of pharmaceutical processes across Commercial, Clinical Operations, Regulatory Affairs and Safety.
• Exposure to validated systems, GxP compliance and audit processes.
• Experience working within a managed-services or global support model.