BTS Support Analyst-Intern

Job Title: BTS Support Analyst Intern

Location: Maidenhead

Contract: 12 Month Hybrid

Hours: 37.5 hours

Rates: £13.50 per hour

Job Description

SRG are looking for a support analyst to join a leading pharmaceutical company based in Maidenhead. This work will provide an excellent opportunity to gain insights into the organisation structure, giving an exposure to a wide variety of senior managers, staff, policies and procedures, and the fluctuating priorities that have to be managed in day-to-day activities. The role will provide an opportunity to build a variety of skills in your own personal development.

You will actively support the Business Technology Solutions, Office of Ethics and Compliance and Documentation Center teams, and be responsible for coordinating deployment activities for the UK business teams on the Veeva platform and the Master approval tool; providing first line support to users; where accuracy, pace and responsiveness are key.

Duties and Responsibilities

• Responsible for end-user administration of key head office and In-Field team (IFT) platforms solutions such as, Veeva CRM and Align, Master Approval Process (MAP) tool,
• Provide day-to-day operation support, this includes troubleshooting, triage, problem-solving, and escalate issues and incidents to relevant support channels such as downstream data and analytics team, global technical support, and CRM team members
• Review and prioritise new request, issues, tasks assigned
• Deliver high quality and timely support to users to ensure service level agreement are met
• Support IFT business planning process including cycle planning, segmentation, targeting and territory alignment
• Prepare of load-files such as cycle plans, territory alignments, bulk records update
• Create, produce, and update all necessary training materials in PowerPoints or Videos
• Continually seek opportunities to leverage technologies & solutions pertinent to the head office and IFT, and available from BTS such as collaboration tools, automated reporting and new/enhanced capability
• Working with other support analysts to ensure the optimal flow of information and content between platforms.
• Perform User Acceptance Testing (UAT) to ensure business requirements are met and fit for purpose.
• Collaborate effectively and apply innovative approaches/technologies to deliver/support projects within agreed upon timelines
• Ensure compliance with applicable companies policies and procedures (Global/Area/Affiliate)
• Engaging across the business to support increased knowledge and confidence using internal Master Approval Process (MAP) tool. This includes planning, coordinating, and delivering technology training and collaboration sessions.
• Assist the business, on a day-to-day basis, with technical support to in house master approval tool users. Resolves procedure and functional questions.
• Centralise the local administration of the MAP tool and acts as a point of contact for all the affiliate support activities, requests, issues resolution, etc Collaborate with Global teams to develop and enhance master approval tool.
• Support the Training Centre with archiving policies and procedures and assigning training to employees.
• Produce reports from tools for the Documentation Centre Team and the Office of Ethics and Compliance.

Experience and Qualifications

• Knowledge of and awareness of current technology trends including digital marketing channels
• Good understanding of MS Office products and a willingness to learn about current platforms that are key to the day to day running of the business.
• Willingness to learn, driven with a keen interest in business functions and the ability to work independently and thinking beyond the scope of the task assigned.
• Proactive and enthusiastic with strong interpersonal skills to build good working relationships across all levels of the organisation.
• A high level of English both written and oral will be expected.
• Broader platform experience e.g., Salesforce marketing cloud, Omnichannel/Digital, document management and approval workflow solutions
• platforms, territory management, would be a bonus.

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.