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Planet Pharma Group
Veeva Vault CRM Hypercare Support Specialist
Career Insights for Financial Operations Specialist
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Based on Pennsylvania data
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What they do
A Financial Operations Specialist specializes in foreseeing or carrying out financial transactions or other routine operations that are influenced by compliance needs. Requires some knowledge of accounting, billing, customer service and contracts. Helps businesses and their customers resolve financial billing and reconciliation issues.
$58,683 / year median in Pennsylvania
-6% projected decline
Job Description
Pay range: 53-63/hr •depending on exp Role Summary We are seeking an experienced Veeva Vault CRM Support Specialist for a 3-month contract role to provide dedicated Hypercare Support following our commercial CRM rollout. The ideal candidate will possess deep expertise in Veeva Vault CRM architectures, system administration, and end-user support in a life sciences commercial environment. In this role, you will act as the primary technical point of contact for triaging, troubleshooting, and resolving post-launch issues, defects, and configuration inquiries from field teams and internal stakeholders. Key Responsibilities 1. Issue Triage & Incident Management Serve as the escalation point for end-user support tickets, system errors, and usage inquiries submitted during the hypercare window. Analyze, prioritize, and categorize incoming incidents and service requests based on severity and business impact. Work closely with Tier 1 helpdesk and Tier 3 engineering teams to maintain seamless ticket routing and high resolution rates. 2. Defect Resolution & System Administration Perform root cause analysis on identified system defects, user errors, and data discrepancies within Veeva Vault CRM. Configure and adjust system settings, permissions, security profiles, user preferences, and page layouts as required. Validate fix deployments and conduct user acceptance testing (UAT) for patch releases or hotfixes during hypercare. 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.