Aprimo & Veeva Operations Analyst

Overview

Provide day-to-day L1/L2 application support for Takeda's enterprise content platforms, Aprimo DAM and Veeva Vault PromoMats, ensuring reliable operations and timely resolution of user issues.

What you'll do

• Provide day-to-day L1/L2 application support for Takeda's enterprise content platforms, Aprimo Digital Asset Management (DAM) and Veeva Vault PromoMats (VVPM), ensuring reliable operations and timely resolution of user issues.
• Investigate, troubleshoot and resolve incidents and service requests related to platform functionality, user access, content management, workflows and system configurations.
• Support platform-specific processes, including asset uploads, metadata management, content lifecycles, MLR review and approval workflows, and content synchronization between integrated systems.
• Perform routine operational activities, including user and permission management, system monitoring, basic configuration changes and validation of platform functionality.
• Monitor and troubleshoot content synchronization and integration issues across Aprimo, Veeva Vault and connected enterprise systems, escalating complex technical issues to the appropriate teams.
• Manage incidents and service requests through established IT service management processes, ensuring accurate documentation, timely updates and adherence to agreed service levels (SLAs).
• Collaborate with platform managers, development teams, business stakeholders and external vendors to investigate and resolve operational issues.
• Support platform releases, configuration changes and upgrades through functional validation, regression testing and post-deployment monitoring.
• Maintain support documentation, knowledge articles and standard operating procedures to facilitate knowledge sharing and efficient issue resolution.
• Identify recurring incidents and opportunities for process improvements, automation and enhanced platform stability.

What you'll need

• 3+ years of relevant experience in IT application support, technical operations or enterprise SaaS platform support, preferably in a global enterprise environment.
• Strong understanding of application support processes, incident management, troubleshooting and IT service management principles (ITIL).
• Experience supporting enterprise content management, digital asset management (DAM), document management or workflow-based applications.
• Familiarity with user administration, role-based access controls, metadata, document lifecycles and configurable business workflows.
• Basic understanding of enterprise integrations, APIs and data synchronization, with the ability to investigate and escalate integration-related issues.
• Experience using IT service management and collaboration tools such as ServiceNow, Jira or equivalent platforms.
• Understanding of software testing, release management and change management processes.
• Strong analytical, troubleshooting and problem-solving skills, with the ability to independently resolve routine issues and escalate complex problems appropriately.
• Bachelor's degree in Information Technology, Computer Science, Engineering or a related field, or equivalent relevant professional experience.
• Minimum 3 years of experience in application support, IT operations or a comparable technical support function.
• Customer-focused mindset with a commitment to providing responsive, high-quality support to business users.
• Strong communication and interpersonal skills, with the ability to explain technical issues clearly to both technical and non-technical stakeholders.
• Ability to work collaboratively within cross-functional, geographically distributed teams and coordinate effectively with internal and external support groups.
• Structured and analytical approach to troubleshooting, with strong attention to detail and accurate documentation.
• Ability to prioritize multiple support requests, manage workload effectively and meet agreed service levels.
• Demonstrated ownership and accountability for assigned tasks, with the ability to work independently within established procedures and escalate when appropriate.
• Willingness to learn new technologies, business processes and platform capabilities in a continuously evolving enterprise environment.
• Professional proficiency in English, both written and verbal.

Nice to have

• Hands-on experience with Veeva Vault PromoMats and/or Aprimo DAM.
• Knowledge of pharmaceutical Commercial/Marketing operations, including Medical, Legal and Regulatory (MLR) review and approval processes.
• Certification on Veeva Vault Platform Administrator and/or Aprimo.

Details

• Location: Bengaluru, India.
• Employment type: Full time, regular employee.
• Flexible work environment, including hybrid working.