Technical Specialist

Role Overview: As a highly skilled and proactive L3 Support Specialist with expertise in Veeva Vault, your primary responsibility is to provide Level 3 support for Veeva Vault applications. This includes resolving issues, analyzing root causes, and managing escalations. Collaboration with business stakeholders to gather and understand functional requirements, translating business needs into technical solutions, and coordinating with external technical teams for implementation are key aspects of your role. Proactively identifying technical risks or blockers and ensuring timely communication and resolution are also vital. Maintaining documentation for support processes, known issues, and resolutions, as well as participating in IT change management and release activities & documentation, are part of your daily tasks. Key Responsibilities: - Provide Level 3 support for Veeva Vault applications - Resolve issues and analyze root causes - Manage escalations and collaborate with business stakeholders - Translate business needs into technical solutions - Coordinate with external technical teams for implementation - Identify technical risks or blockers proactively - Ensure timely communication and resolution - Maintain documentation for support processes, known issues, and resolutions - Participate in IT change management and release activities & documentation Qualifications Required: - Veeva Vault certifications (e.g., Vault Administrator, Vault Business Admin) - Experience in L3 application support - Solid understanding of functional business processes in regulated environments - Excellent problem-solving and analytical skills - Ability to work independently and as part of a collaborative team - Experience with ticketing systems (e.g., ServiceNow, Jira) Additional Company Details: FocalCXM is passionate about empowering customer-facing teams in the Life Sciences industry, focusing on delivering exceptional user experiences and maximizing investments in enterprise platforms. They are a leading provider of software, solutions, and services tailored to streamline CRM and CX processes for Pharma, MedTech, and Animal Health sectors worldwide. FocalCXM transforms the employee and customer experience for organizations through innovative digital solutions, building high-performing teams that deliver measurable value to the Life Sciences sector. Their core values include Love, Integrity, Teamwork, Tenkaizen, Leadership, and Excellence. The team at FocalCXM specializes in Veeva, Salesforce, and AWS, delivering robust and scalable solutions tailored for the Life Sciences and IT domains.,