Job Title: Veeva Vault CRM Hypercare Support Specialist
Location: MIDDLE CITY WEST, Pennsylvania (On-Site)
Job Summary: We are seeking a detail-oriented support professional to help stabilize a commercial CRM rollout during a dedicated hypercare period. Our team is looking for someone who can triage issues quickly, resolve configuration and data concerns, and support field users with clear, timely guidance.
Responsibilities:
- Serve as the primary escalation point for end-user support tickets, system errors, and usage questions during the hypercare window.
- Analyze, prioritize, and categorize incidents and service requests based on severity and business impact.
- Perform root cause analysis on defects, user errors, and data discrepancies, and support configuration adjustments, testing, and validation activities.
- Partner with IT, Commercial Operations, managed services, and vendor teams while maintaining daily and weekly hypercare logs and participating in stand-up meetings.
Required:
- Hands-on experience supporting, configuring, or administering Veeva Vault CRM or Veeva CRM on the Vault platform.
- Strong understanding of commercial operations within life sciences, including field team workflows such as call logging, CLM, Approved Email, and target lists.
- Proven technical troubleshooting skills across configuration issues, data model anomalies, sync errors, and integration touchpoints.
- Experience using enterprise ticketing tools such as Service Now, JIRA, or Zendesk.
- Ability to communicate clearly with both technical teams and non-technical business users in a fast-paced hypercare environment.
- Veeva Vault Administrator Certification, such as Vault Platform Administrator or Veeva CRM Administrator, is preferred.
About SSI People: With over 26 years of industry experience, SSi People has built its reputation and expertise on putting people first. Everything we do works toward delivering exceptional experience for our consultants, our clients, and our internal team. Through a genuine commitment to people in everything we do. We have developed refined processes and a stellar internal team to deliver talent quickly. More importantly, we focus on building long-term relationships, not transactions. Putting people first is just what we do well.
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