Veeva CRM Business Support Specialist - Philadelphia, PA

Orbis Clinical is seeking a Veeva CRM Business Support Specialist located in Philadelphia, PA for 9 months.

Job Title: Veeva CRM Business Support Specialist

Location: Philadelphia, PA

Contract: 9 months

Role Summary

We are seeking an experienced Veeva CRM Business Support Specialist for a longer- term role dedicated to ensuring the successful adoption and continuous improvement of our commercial CRM platform. The ideal candidate will possess deep expertise in Veeva Vault CRM, a strong understanding of the business context in a life sciences commercial environment, and the ability to translate business needs into technical solutions. In this role, you will act as a critical bridge between our field teams and technical support, driving issue resolution and enhancing system functionality.

Key Responsibilities

1. Business Analysis & Stakeholder Liaison

• Act as the primary point of contact for field teams to understand, document, and translate their feedback and requirements for the technical team.
• Analyze what field teams are asking for and reporting to provide the necessary business context, ensuring technical solutions appropriately address the core need.
• Serve as a bridge between business stakeholders (Field Teams, Commercial Operations) and technical teams (IT, Engineering) to facilitate clear communication and alignment.

2. Advanced Issue Resolution & System Enhancement

• Go beyond initial triage to own and drive complex issues toward resolution, performing root cause analysis on system defects, user errors, and data discrepancies.
• Proactively identify opportunities for system and process improvements based on recurring issues and user feedback.
• Configure and adjust system settings, permissions, security profiles, and page layouts to better meet evolving business needs.

3. User Enablement & Guidance

• Assist commercial field teams (e.g., Sales Representatives, Medical Science Liaisons, Account Managers) with real-time navigation, call reporting, sample management, and content presentation inquiries.
• Identify recurring issues or knowledge gaps and collaborate with the training team to produce rapid job aids, FAQs, or troubleshooting tips.

4. Cross-Functional Collaboration & Reporting

• Partner with IT, Commercial Operations, Veeva Managed Services, and vendor technical teams to drive rapid issue resolution.
• Maintain daily/weekly hypercare logs detailing incident volumes, resolution status, recurring trends, and open defects.
• Participate in daily hypercare stand-up meetings to report on system stability and priority open items.

Essential Qualifications

• Veeva Vault CRM Expertise: Direct, hands-on experience supporting, configuring, or administering Veeva Vault CRM (or Veeva CRM on Vault platform).
• Life Sciences Experience: Deep understanding of commercial operations within pharmaceuticals, biotechnology, or medical devices, including field team workflows (e.g., call logging, CLM, Approved Email, target lists).
• Technical Troubleshooting: Strong proficiency in diagnosing configuration issues, data model anomalies, sync errors, and integration touchpoints.
• Ticketing Systems: Experience with enterprise ticketing tools such as Service Now, JIRA, or Zendesk.

Desirable Certifications & Skills

• Veeva Vault Administrator Certification (Vault Platform Administrator or Veeva CRM Administrator preferred).
• Familiarity with Salesforce/Veeva data structures, Vault Loader, or data management tools.
• Strong written and verbal communication skills with the ability to explain complex technical concepts to non-technical business users.
• High adaptability and problem-solving agility in a fast-paced hypercare environment.

Work Conditions & Engagement Details

• Duration: 3 Months (Full-Time, 40 hours/week).
• Shift/Availability: Flexible coverage aligned with core business hours and field sales team schedules.
• Extension: Potential option for extension based on post-hypercare operational needs.

Compensation Details:

• Orbis Clinical is an equal opportunity employer that provides a reasonable range of compensation for our positions. Actual compensation is influenced by a wide array of factors including, but not limited to, skill set, level of experience and specific office location.
• The Pay Range for this position is $49.80 - $66.55 per hour, can vary depending on employment status.
• Orbis Clinical offers eligible employees health benefits (medical, dental, and vision), employer-paid basic life and AD&D insurance, and a partial employer match on a 401(k).

EEO and Reasonable Accommodation Statement:

Stone Harbor Staffing Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, genetic information, veteran status, or any other characteristic protected by law. We also consider qualified applicants with criminal histories, consistent with applicable law. If you need assistance or an accommodation during the application process, please contact us.

By applying for this position, you agree that any calls from Orbis Clinical and its subsidiaries may be monitored or recorded for training and quality assurance purposes.