Principal IT Analyst I

Description Summary The Principal Veeva Vault Analyst is responsible for serving as primary day-to-day system administrator for Veeva Vault platform. This position will primarily support Veeva Vault related activities for Syneos Health, working closely with the global Veeva support team to improve system efficiency and effectiveness and expand system capabilities. Ensures the availability of Veeva Vault platform for Syneos Health employees and customers by providing second and third level technical expertise, assistance, and support coordination necessary to remediate & deploy platform changes to resolve technical requirements. Experience: 5 to 10 years of experience working with clinical research organization / global life science organization. Veeva Vault certified administrator. Essential Functions: Configuration of Veeva Vault platform as per business needs Handling incidents, requests, provide work around, root cause analysis, preventive actions and corrective actions related to Veeva Vault and related integrated systems. Assist in requirement analysis, effort estimation and solution/technical design for enhancements and integrations Work directly with business users and IT teams to bring open help desk incidents / requests to a resolution. Collaborate with the vendor for resolving any major incidents/defects within Veeva Vault platform Coordinate with the vendor for product releases, lead internal review of changes and utilize change control process to implement change requests. Champion configuration change requests on lifecycles, workflows, security settings, objects, document types/subtypes, etc. Responsible for Change Management of Veeva, including company communications of updates, changes, new functionality, etc. Advanced troubleshooting, break-fix for issues spanning Veeva and related integrations Respond to incoming service requests via telephone, email, ServiceNow, instant messaging, and other contact methodologies in a timely manner. Uses the prescribed workflow tool(s) to track 100% of all user engagements, analyze requests and issues to identify appropriate remediation in accordance to the IT Global Support Model and the specified Service Level Agreement (SLA) / Operational Level Agreement (OLA). Ensure all procedures, support plan, and work instructions related to Veeva remain current. Able to work collaboratively with multiple teams across different geographies and time zones Work on special assignments on an as needed basis. Other Responsibilities: Performs other work-related duties as assigned. Position requires on-call work. Minimal travel may be required (up to 25%). Qualifications Master's / Bachelor's degree in Computer Science, Engineering, Technology or equivalent. Minimum five (5) years of experience in a global Pharmaceutical or Life Sciences industry. Certification(s) in Veeva Administration, Veeva Vault Required. Experience with system and application monitoring and data analytics. Experience in GMP, GCP, 21 CFR Part 11, HIPAA, Data Security, and Data Integrity. Proficient written and oral communication skills; attention to detail, good organizational and time management skills, and a team player. Ability to work effectively across multiple cultures and with global cross-functional teams. Strong interpersonal skills with a special focus on customer satisfaction. Willing to take accountability for assignments, problems, and issues, carrying through to resolution under supervision. Ability to interact with end users and IT teams from multiple business units. Ability to work under pressure, think logically, multi-task and manage competing priorities.