Aprimo & Veeva Vault Operations Specialist

Overview

Takeda's Consumer & Content Innovation team is seeking an Aprimo and Veeva Vault Operations Specialist to take ownership of complex operational challenges across Aprimo and Veeva Vault PromoMats, drive continuous improvement and strengthen platform reliability.

What you'll do

• 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.

What you'll need

• Bachelor's degree in Information Technology, Computer Science, Engineering or a related field, or equivalent relevant professional experience.
• 4+ years of relevant experience in IT application support, technical operations or enterprise SaaS platform support, preferably within a global enterprise environment.
• Minimum 4 years of experience in application support, IT operations or a comparable technical support function.
• 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.
• 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.
• Strong analytical and troubleshooting capabilities, with demonstrated ability to independently resolve moderately complex technical issues and coordinate escalations.
• 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.

Nice to have

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

Details

• Location: IND - Bengaluru.
• Employment type: Full time, Regular employee.
• Flexible work environment, including hybrid working.