IT Service Analyst – Veeva Quality Vault

Company Overview

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Job Summary

The IT Service Analyst plays a crucial role in supporting and managing the Veeva Quality Vault at GSK in India. This position is designed to ensure the system operates efficiently, remains audit-ready, and adheres to compliance standards. The IT Service Analyst will work with cross-functional teams, manage incidents, and lead continuous improvement initiatives, requiring a proactive approach and a strong commitment to high-quality service management.

Responsibilities

• Provide Level 2/Level 3 support for the Veeva Quality Vault, including incident, problem, and change management.
• Act as the primary point of contact for operational escalations and ensure timely resolution of issues.
• Collaborate with business stakeholders and technical teams to ensure the system meets business requirements and compliance standards.
• Monitor service performance against agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), and prepare regular reports.
• Lead initiatives to improve service quality, enhance system functionality, and optimize user experience.
• Ensure the system is audit-ready and compliant with all relevant legislative and regulatory requirements.

Qualifications

• Bachelor’s degree in Engineering, Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT service management or a related role.
• Hands-on experience with Veeva Quality Vault or similar quality management systems.
• Strong knowledge of ITIL or other service management frameworks.
• Excellent communication, collaboration, and problem-solving skills.

Preferred Skills

• Familiarity with compliance requirements specific to the pharmaceutical industry would be a plus.

Experience

• A minimum of 5 years in IT service management or related roles.

Environment

• Not specified

Salary

• Not specified

Growth Opportunities

• Not specified

Benefits

• Not specified