Group Administrator: Regulatory and Quality Applications
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Key skills for this role
About the Role
Aspen Holdings is seeking a Group Administrator for Regulatory and Quality Applications to provide day-to-day application support for Veeva and related systems. The role involves incident resolution, user assistance, system configuration, and ensuring compliance.
Key Skills for This Role
Responsibilities
- Provide 1st and 2nd line support for users of regulatory applications (Registrations, Submissions, Archive, CRM, Safety)
- Monitor support queues, investigate and resolve incidents, log service requests, and ensure timely follow up and closure
- Troubleshoot common issues such as document upload failures, user access problems, metadata mismatches, and workflow errors
- Ensure SLAs are met and tickets are closed on time
- Ensure Problem Management is followed and RCA is provided for major & recurring incidents
- Follow GxP & CSV methods and ensure system stays in validated state with no deviations
- Manage user onboarding/offboarding, access rights, and role based permissions in compliance with internal SOPs
- Assist with system audits of user access and role reviews to ensure regulatory compliance
- Collaborate with other team members, management, and service providers to escalate and resolve complex technical issues
- Track and manage open issues using ticketing tools (e.g., ServiceNow), ensuring timely updates and user communication
- Perform daily health checks and monitor system performance to ensure uptime and data integrity
- Maintain system support documentation including troubleshooting guides, FAQ articles, and job aids
Requirements
- Experience providing 1st and 2nd line support for regulatory applications (e.g., Veeva)
- Knowledge of GxP and CSV methods
- Experience with ticketing tools (e.g., ServiceNow)
- Ability to manage user onboarding/offboarding and access rights
- Experience in system audits and role reviews
Full Job Posting
Role Overview
- The Group Administrator: Regulatory and Quality Applications is an operational role in the Group Digital Technology team, responsible for providing day to day application support, issue resolution, and user assistance for the Regulatory and Quality Application which includes primarily Veeva and rela
Responsibilities
- Provide 1st and 2nd line support for users of the Regulatory applications, E.g. Registrations, Submissions, Archive, CRM and Safety.
- Monitor support queues, investigate and resolve incidents, log service requests, and ensure timely follow up and closure.
- Troubleshoot common issues such as document upload failures, user access problems, metadata mismatches, and workflow errors.
- Ensure SLAs are met, and tickets are closed on time (Incidents, Requests, Change & Problem).
- Ensure Problem Management is followed, and RCA is provided for major & recurring incidents.
- Follow GxP & CSV methods and ensure system stays in validated state with no deviations.
- Manage user onboarding/offboarding, access rights, and role based permissions in compliance with internal SOPs.
- Assist with system audits of user access and role reviews to ensure regulatory compliance.
- Collaborate with other team members, management, and service providers to escalate and resolve complex technical issues.
- Track and manage open issues using ticketing tools (e.g., ServiceNow), ensuring timely updates and user communication.
- Perform daily health checks and monitor system performance to ensure uptime and data integrity.
- Track usage metrics, system logs, and user behaviour to proactively identify potential issues.
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