VEEVA QMS Support Specialist

VEEVA QMS Support Specialist

Experience: 5 to 12Years

Notice Period: Immediate to 30days

Location: PAN INDIA

Position Overview

The VEEVA QMS L3 Resource is responsible for providing advanced technical support and troubleshooting for the VEEVA Quality Management System (QMS). This role involves handling issues, collaborating with cross-functional teams, and ensuring the optimal performance and compliance of the VEEVA QMS platform within a regulated environment. The resource will play a key role in Application Managed Services (AMS), ensuring ongoing maintenance, incident management, and service continuity for business users.

Key Responsibilities

• Serve as the primary escalation point for complex VEEVA QMS issues that require advanced troubleshooting and resolution.
• Investigate, analyse, and resolve incidents, defects, and system performance issues at the application and integration levels.
• Collaborate with business users, IT teams, VEEVA support, and AMS teams to ensure timely resolution of critical problems and adherence to agreed service levels.
• Conduct root cause analysis and provide recommendations for system improvements and preventive measures.
• Develop and maintain knowledge base articles, SOPs, and best practices for internal teams and AMS documentation.
• Support system configurations, enhancements, and change requests in alignment with business requirements and compliance standards.
• Participate in system upgrades, patch management, and validation activities ensuring minimal disruption to business operations.
• Ensure adherence to regulatory requirements (such as GxP, 21 CFR Part 11) and company policies in all support activities.
• Provide training and guidance to Level 1 and Level 2 support teams as needed.
• Monitor system health, proactively identify potential issues, and recommend solutions to enhance system performance and reliability.
• Participate in AMS service reviews, contribute to service improvement initiatives, and ensure consistent delivery of AMS processes such as incident, problem, and change management.

Required Skills and Experience

• Bachelors degree in computer science, Information Technology, Life Sciences, or related field.
• Minimum 5 years of experience in application support, with at least 3 years supporting VEEVA QMS quality management systems.
• Strong understanding of pharmaceutical/biotech industry quality processes and regulatory requirements.
• Expertise in troubleshooting application, integration, and data-related issues.
• Experience with VEEVA Vault QMS configurations, workflows, and security model.
• Familiarity with validation processes in a regulated environment.
• Excellent problem-solving, analytical, and communication skills.
• Ability to work independently, prioritise tasks, and manage multiple incidents in a fast-paced environment.
• Experience with ticketing systems, incident management, and ITIL processes is preferred, particularly in the context of AMS.
• Strong documentation skills and attention to detail, including AMS reporting and audit requirements.

Desirable Qualifications

• VEEVA Vault QMS certification.
• Knowledge of integration technologies such as APIs, middleware, and data migration tools.
• Experience supporting global deployments and working with geographically dispersed teams.
• Exposure to AMS environments and experience working within managed services delivery frameworks.