INTL - Level 1.5 Support

Insight Global

Wilmington, DE, United States

3 months ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Working hours

Regular working hours

Job source

juju.com

Tech stack

Microsoft Word Microsoft Windows Document Management Systems Issue Tracking Systems Performance Tuning User Provisioning Software Documentation System Performance Monitor Veeva Software Version Control GXP Servicenow

+1 more

Web Api

Job description

A large pharmaceutical client is looking for a level 1.5 Veeva Support team member to join their team. This role provides comprehensive technical support and system management across multiple regulatory and document management platforms. Responsibilities include end-to-end support (L1-L3) for Veeva RIM and Veeva SafetyDocs Vaults, encompassing issue diagnosis, resolution tracking, and proactive monitoring. The position collaborates with BOT development teams to deliver Veeva RIM API endpoints for automation and integration, and contributes to configuring the Veeva RIM Trainings module within the eLMS Quality Suite to ensure streamlined compliance tracking. Acting as the technical point of contact for PleaseReview (both standalone and Veeva-integrated), the role manages user access, configuration, performance optimization, and license administration. Additional duties include setup and maintenance of ISI Toolbox, lifecycle management of Lorenz docuBridge (including user provisioning and licensing), and support for Lorenz iSubmit installation, configuration, and issue resolution to meet submission standards. The role also involves configuring Word Templates for regulatory workflows, installing and troubleshooting iLovePDF and other document processing tools for high-volume submissions, and managing ServiceNow Request and Incident tickets to ensure timely resolution of customer escalations. This is a remote opportunity working EST hours in LATAM.

Requirements

Experience with the life science and healthcare industry.
Knowledge of GxP, 21 CFR Part 11, Annex 11 and validation processes in a regulated environment.
Strong technical skills in configuration, and issue resolution in Windows-based enterprise environments.
Familiarity with ticketing systems (e.g., ServiceNow) and Request/ incident/change management processes.
Excellent interpersonal skills and the ability to communicate clearly with both technical and non-technical stakeholders.
Ability to work independently and collaboratively across global, cross-functional teams.
Experience with documentation tools and version control systems is a plus.