IT Support Analyst

Role Summary
This position involves providing technical support for content management systems, particularly in the areas of electronic content management (ECMs), eCTD publishing, and product registration. It is a mid-level role that requires managing incident resolution, system upgrades, and supporting validation and qualification activities. The role demands collaboration with global teams and a focus on delivering high-quality support to stakeholders.

Responsibilities

• Provide day-to-day second-level support for incident management, including queue management and timely resolution of issues
• Act as subject matter expert and technical authority for the DocuBridge publishing platform, assessing release notes, coordinating upgrades, and resolving system-related issues
• Support and participate in project activities such as installation, qualification, and release cycles
• Assist in qualification activities by writing and executing installation and operational qualification scripts
• Collaborate effectively with global teams and stakeholders to ensure smooth system operation and support
• Acquire and expand technical skills related to content management, application integration, and validation processes
• Support a global user base, troubleshooting system issues and providing user guidance
• Maintain documentation related to system processes, upgrades, and incident resolution
• Assist with other system support duties as needed, including support of additional applications and tools
• Contribute to continuous improvements in support processes and technical knowledge base

Qualifications

• Proven experience in supporting content management systems, especially in the pharmaceutical or regulatory industry, with at least 3 years in eCTD publishing and product registration support
• Strong technical background, including system administration experience with cloud (SaaS) and on-premises applications
• Proficiency with REST API, application integration technologies, and database management (Oracle, MSSQL)
• Experience with Digital Content Management tools such as Veeva Vault RIM and Quality, or Lorenz DocuBridge knowledge is a plus
• Certification in Veeva Vault Administration is advantageous
• Familiarity with Computer Systems Validation and Validation documentation processes
• Ability to troubleshoot and resolve technical issues independently and efficiently
• Excellent verbal and written communication skills in English
• Strong collaboration and teamwork skills to work with international teams and vendors
• Self-motivated, proactive, with strong customer focus and a sense of urgency
• Flexible attitude toward work assignments and eagerness to learn new technologies

Publishing Pay Range: $40.00 - $47.00 hourly

This is a fully remote role and can be performed from any approved location within the United States.