Senior Systems Analyst (Veeva/ Salesforce)- Contract - Part-Time

• Accountable for IT Global Application Experience provided services for the area under scope (group of applications/software, product team, region)
• Ensures the operational quality/performance of the service according to defined SLAs. Correct provisioning of the services, its capacity, stability, operational excellence performance, vendor operational management and continuous improvement actions
• Accountable for the global IT Support Services for the assigned system cluster - support will be provided by one of our IT Support vendors
• Overall view of the service and analysis of trending and deviations of support
• Ensure the correct quality/performance of the service according to Service Level Agreement
• Coordinate the workload of support team, responsible for the vendor operational management
• Assure knowledge within the team and look for service improvements
• Serve as the point of escalation for major incidents relating to the support service
• Responsible of ensuring resource efficiency, scalability of the service and implementation of simplification measures, such as automation, "shift left" actions, etc.
• Regular proactive review of support tickets to assure service quality according to SLA
• Execution of defined meetings with different stakeholders (business key users, IT functions and external support teams)
• Ensure proper onboarding of new applications to the support service.

Skills/Requirements

• Bachelor’s degree or relevant IT work experience
• SalesForce.com / Veeva: 3 to 5 years of support experiences in global multiple country setup
• Service Management Coordination, experience with Services
• Management processes and demonstrated coordination
• Stakeholder Management
• GxP Knowledge
• Operational Vendor Management
• Strong global relationships and communication skills with Business colleagues and IT colleagues
• Strong troubleshooting skills

Thanks,

Rajkumar R

UEN 199801439D

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