SENIOR SALESFORCE SUPPORT ENGINEER

The purpose of Commercial solution delivery centre (SDC) is to partner with customer facing capabilities areas to deliver cutting edge IT services to enable sales & marketing organization across the globe to actively engage physicians via different sales channels, enhance interactions & increase sales revenues. Delivering the portfolio of projects and services needs people with hybrid skill sets of technical ability and knowledge of the Commercial processes. Commercial IT function has undergone significant transformation and have adopted Salesforce, Veeva and IQVIA’s OCE platform along with iPad based mobile solutions to deliver business demands.    The Commercial delivery network is truly global in scale with resources in Asia, US, UK, China, Brazil, Turkey and India .   The Veeva/OCE Configuration Support Engineer will be part of SDC application maintenance team for 60 countries across the globe, based out of Wilmington, USA. Configuration Support Engineer will be responsible for incident handling, troubleshooting, carrying out Impact Analysis, and providing multiple resolution to a problem associated with Veeva. Role and Responsibilities ·         Configuration of Veeva CRM as per various Market needs ·         Configuration of IQVIA’s OCE ( Orchestrated Customer Engagement ) CRM as per various needs from market. ·         Handling incidents provide work around’s, root Cause analysis, preventive actions and corrective actions related to Veeva CRM/IQVIA OCE and related systems integrated. ·         Advanced trouble shooting, break fix for issues spanning Veeva, OCE and related integrations ·         Monitoring applications, systems & interfaces ·         Assist in requirement analysis, effort estimation and solution/technical design for enhancements ·         Validation of sales cycle data (both pre and post load) to ensure data sanity in terms of targeting & alignment data ·         Proactive analysis, validation & working on product issues with SaaS providers such as Veeva, OCE, SFDC ·         Support service introduction of new capabilities in the Veeva platform ·         Able to work collaboratively with multiple teams across different geographies and time zones. Essential Skills and experience ·         Hands on experience of working in Sales & Marketing Portfolio preferably in Life Sciences Industry. ·         Hands on experience in rolling out or supporting Veeva CRM and Veeva Vault platform solutions at global level for a reputed pharma company ·         Hands on experience or knowledge in IQVIA’s OCE application is an added advantage for this position. ·         Technical hands on experience in Veeva CRM configuration, data flows & customization (Visual force page, Apex class) Veeva CRM integration with other platforms or technologies SFDC, Apex Data Loader PL/SQL/SoQL Queries In depth understanding of Veeva data model ·         Excellent communication and interpersonal skills. ·         Excellent spoken and written English language skills. ·         Proactive approach to problem solving.   ·         Able to grasp and understand new technology and concepts ·        Master’s / Bachelor’s degree or equivalent. Desirable Skills and experience ·         IQVIA’s OCE CRM configuration knowledge. ·         Veeva Vault configuration ·         Veeva Vault integration with other platforms or technologies ·         Certified Veeva Administrator ·         Certified SFDC Administrator ·         Certified Vault administrator ·         Exposure to various Integration Methodologies. ·         Excellent understanding and hands-on exposure of ETL/Informatica skills. ·         Good understanding of OS likes Unix/Linux & Shell Scripts. ·         Working knowledge on Java, MDM, SOA. ·         Knowledge of Web Services & Service Oriented Architecture. ·         Experience in service management tools, ServiceNow or Remedy. ·         Experience working in a shared service environment. ·         ITIL, Service Management ·         Experience of Agile methods AstraZeneca embraces diversity and equality of opportunity.  We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills.  We believe that the more inclusive we are, the better our work will be.  We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics.  We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.