Aprimo & Veeva Vault Operations Specialist
- Full Time
About the role
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Job Description
The Future Begins Here
At Takeda, we are leading digital evolution and global transformation. By building innovative solutions and future-ready capabilities, we are meeting the need of patients, our people, and the planet.
Bengaluru, the city, which is India’s epicenter of Innovation, has been selected to be home to Takeda’s recently launched Innovation Capability Center. We invite you to join our digital transformation journey. In this role, you will have the opportunity to boost your skills and become the heart of an innovative engine that is contributing to global impact and improvement.
At Takeda’s ICC we Unite in Diversity
Takeda is committed to creating an inclusive and collaborative workplace, where individuals are recognized for their backgrounds and abilities they bring to our company. We are continuously improving our collaborators journey in Takeda, and we welcome applications from all qualified candidates. Here, you will feel welcomed, respected, and valued as an important contributor to our diverse team.
The Opportunity
Join Takeda’s Consumer & Content Innovation team and help shape the future of our commercial platforms. Our mission is to contribute to better patient outcomes by enabling our business partners to deliver the right messages to the right customers at the right time. As part of a global, cross-functional team, you will develop innovative technologies and advance our highly interconnected, increasingly AI-driven and agentic content ecosystem to enable compliant, personalized customer engagement at scale.
In this role, you will take ownership of complex operational challenges across Aprimo and Veeva Vault PromoMats. You will drive continuous improvement, strengthen platform reliability and collaborate with engineering teams to evolve our operations toward more proactive, efficient and automated services.
Responsibilities
- Provide advanced L1/L2 application support for Takeda's enterprise content platforms, Aprimo Digital Asset Management (DAM) and Veeva Vault PromoMats (VVPM), ensuring platform stability, operational continuity and timely resolution of complex technical issues.
- Independently investigate, troubleshoot and resolve complex incidents and service requests related to platform functionality, user access, content management, metadata, workflows and system configurations.
- Support and troubleshoot platform-specific processes, including asset management, content lifecycles, Medical, Legal and Regulatory (MLR) review and approval workflows, and content synchronization between integrated systems.
- Perform and coordinate operational activities, including user and permission management, system monitoring, configuration changes, and validation of platform functionality.
- Investigate integration-related incidents across Aprimo, Veeva Vault and connected enterprise systems, collaborating with development, integration and vendor teams to identify root causes and coordinate resolution.
- Manage and prioritize incidents, service requests and escalations in accordance with established IT service management processes, ensuring adherence to service level agreements (SLAs) and effective communication with stakeholders.
- Coordinate responses to service disruptions and recurring technical issues, supporting root cause analysis, problem management and implementation of corrective and preventive measures.
- Support platform releases, upgrades and configuration changes through impact assessment, functional validation, regression testing and post-deployment monitoring.
- Provide technical guidance and coaching to junior support engineers, review complex support cases and facilitate knowledge transfer across the support team.
- Maintain and improve operational documentation, knowledge articles and standard operating procedures to ensure consistent and efficient support delivery.
- Identify and recommend opportunities for operational improvements, process standardization and automation to enhance platform reliability and support efficiency.
- Coordinate smaller operational initiatives and improvements independently, working closely with platform managers, product owners, development teams and business stakeholders.
Skills and Qualifications
- 4+ years of relevant experience in IT application support, technical operations or enterprise SaaS platform support, preferably within a global enterprise environment.
- Strong understanding of application support processes, incident and problem management, root cause analysis and IT service management principles (ITIL).
- Experience supporting enterprise content management, digital asset management (DAM), document management or workflow-based applications.
- Hands-on experience with Veeva Vault PromoMats and/or Aprimo DAM is strongly preferred.
- Good understanding of user administration, role-based access controls, metadata structures, document lifecycles, configurable workflows and platform configuration.
- Working knowledge of enterprise integrations, REST APIs and data synchronization, with the ability to troubleshoot integration-related issues and collaborate with technical teams on resolution.
- Experience with IT service management and collaboration tools such as ServiceNow, Jira or equivalent platforms.
- Practical experience supporting application releases, system upgrades, regression testing and change management activities.
- Knowledge of pharmaceutical Commercial/Marketing operations, including Medical, Legal and Regulatory (MLR) review and approval processes, is preferred.
- Strong analytical and troubleshooting capabilities, with demonstrated ability to independently resolve moderately complex technical issues and coordinate escalations.
- Ability to guide junior support engineers, share technical knowledge and contribute to continuous improvement of support processes.
- Certification on Veeva Vault Platform Administrator and/ or Aprimo is good to have
Required
- Bachelor's degree in Information Technology, Computer Science, Engineering or a related field, or equivalent relevant professional experience.
- Minimum 4 years of experience in application support, IT operations or a comparable technical support function.
- Strong customer orientation with a commitment to delivering reliable, responsive and high-quality support to business users.
- Excellent communication and interpersonal skills, with the ability to explain complex technical issues clearly to technical and non-technical stakeholders.
- Ability to collaborate effectively across cross-functional, geographically distributed teams and coordinate with internal stakeholders and external technology partners.
- Strong analytical thinking, structured problem-solving and sound judgment when investigating and resolving technical issues.
- Ability to independently prioritize and manage multiple incidents, service requests and operational activities while meeting agreed service levels.
- Demonstrated ownership and accountability for assigned responsibilities, with the ability to work independently within established policies and procedures.
- Ability to provide guidance, coaching and knowledge transfer to junior colleagues, contributing to team capability development.
- Proactive mindset with the ability to identify recurring issues, recommend improvements and contribute to operational efficiency.
- Adaptability and willingness to continuously develop technical expertise in evolving enterprise platforms and business processes.
- Professional proficiency in English, both written and verbal.
What Takeda Can Offer You:
- Takeda is certified as a Top Employer, not only in India, but also globally. No investment we make pays greater dividends than taking good care of our people.
- At Takeda, you take the lead on building and shaping your own career.
- Joining the ICC in Bengaluru will give you access to high-end technology, continuous training and a diverse and inclusive network of colleagues who will support your career growth.
Benefits
It is our priority to provide competitive compensation and a benefit package that bridges your personal life with your professional career. Amongst our benefits are:
Competitive Salary + Performance Annual Bonus
- Flexible work environment, including hybrid working
- Comprehensive Healthcare Insurance Plans for self, spouse, and children
- Group Term Life Insurance and Group Accident Insurance programs
- Health & Wellness programs
- Employee Assistance Program
- 3 days of leave every year for Voluntary Service in additional to Humanitarian Leaves
- Broad Variety of learning platforms
- Diversity, Equity, and Inclusion Programs
- Reimbursements – Home Internet & Mobile Phone
- Employee Referral Program
- Leaves – Paternity Leave (4 Weeks) , Maternity Leave (up to 26 weeks), Bereavement Leave (5 days)
About ICC in Takeda
- Takeda is leading a digital revolution. We’re not just transforming our company; we’re improving the lives of millions of patients who rely on our medicines every day.
- As an organization, we are committed to our cloud-driven business transformation and believe the ICCs are the catalysts of change for our global organization.