Manager, Regulatory Information and Systems, Support and Training (Remote)
The Manager, Regulatory Information and Systems, Support and Training will be responsible for overseeing the support and training operations for Arcus Regulatory. This candidate will also provide training and provide support for the management of user requests related to Regulatory Information Management solutions (currently Veeva Vault RIM) on behalf of Arcus Regulatory Operations. This individual will provide training to Arcus new hires, partners and employees to ensure training compliance and data quality within Veeva Vault RIM; and in addition, train the internal user support staff as required. This individual will provide regulatory information management support to all End Users, track and manage user requests for user account provisioning, troubleshooting, and answer business process related questions. This role will also support business process improvement and training revisions to meet the needs of the business. The role will require technical experience, effective communication, coordination, and collaboration across relevant cross functional groups. The successful candidate will be responsible for answering user support requests, logging the requests, and providing End Users with accurate answers and information. This will require the individual to possess a strong customer service-oriented background, to assist customers in troubleshooting and resolving problems. The ability to interface well with customers at various levels of seniority in a variety of different fields is essential to success in this position, as are excellent written and verbal communication skills.
Job Responsibilities/Training:
- Demonstrates solid relationship management skills with internal and/or external clients e.g. management, peers, colleagues, customers
- Manages, plans, coordinates, prepares and performs Instructor-led virtual training curriculum in areas of general use, foundational and core skills for Veeva Vault RIM
- Prepares and maintains training materials including MS PowerPoint presentations, Quick Reference Guides and Job Aids, Recorded Demonstrations and other Simulations for Veeva Vault
- Conducts Instructor Led Training weekly
- Conducts knowledge and skill checks, specific functional training to promote end user adoption for Arcus functions
- Helps write or revise SOPs/Work Instructions, knowledge and skills assessments
- Performs training assessments for new and updated procedures
- Identifies technical training needs and expectations, monitors progress, addresses and resolves gaps in training requirements for Regulatory Operations
- Performs training for new hires
- Contributes to the optimization and the effectiveness and efficiency of training program in delivery of qualified personnel
- Supports investigations and evaluates improvement opportunities for effective compliant training performance leading to sustained right first-time execution
- Serve as subject matter expert for Veeva Vault RIM systems
- Knowledge of LMS system
Job Responsibilities/Support
- Manages the daily operations for training and support required for Arcus Regulatory systems
- Provides white glove support for Arcus Leadership for Regulatory information management systems and tools
- Provide first level support for users Veeva Vault RIM
- Handle support questions and escalations through email, chat or via virtual meeting
- Follow up on outstanding requests and ensure timely resolution
- Help provision accounts as part of on-boarding process
- Provides a single, identified point of contact for all End User Support and change request services
- Updates and maintains support records in accordance with established support procedures
- Monitors customer problems to ensure prompt, high satisfaction of service/resolution is being provided
- Manages the user’s expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again
- Ability to create and run reports in Regulatory information management system
- Strong customer service focus and a desire to successfully interact with end-users and peer teams
- Demonstrates excellent organizational skills with the ability to prioritize workload for a training and support team, and multi-task while maintaining strict attention to detail
- Arcus provides End User support from 8am-5pm Pacific Standard Time (PT) Monday-Friday, except for company observed holidays; the candidate must be willing to work and provide support and trainings in this time zone
Qualifications (including knowledge & skills/Skills:
- Proven experience and Proficiency in Veeva Vault RIM
- Proficient in Microsoft Office, especially Word, PowerPoint and Excel
- Experience working with document management systems
- Understanding of computer systems and databases within the Life Sciences industry\
- General knowledge of Veeva Vault RIM system maintenance, upgrades and the software development lifecycle [SDLC].
- Ability to convey complex technical processes in a simple manner to all levels of the user community
- Experience using ServiceNow or a similar ticketing system
- Strong analytical and follow through skills
- Strong verbal and written communications skills
- Ability to coordinate and get cooperation from multiple areas within IT to accomplish
- Advanced computer skills and practical knowledge of MS Office Suite, SharePoint, document management systems and other related systems
- Excellent verbal and written communication skills
- Ability to effectively prioritize and execute tasks in a fast-paced environment
- Highly organized and capable of working in a team environment with a positive attitude under minimal supervision
- Proactive and continuous improvement oriented
- Strong analytical, problem solving and critical thinking skills
- Ability to work well independently on defined tasks
- Ability to work well as part of a team
Education:
- Bachelor's degree or related experience is required.
- Veeva Vault RIM trained Professional and/or Veeva Vault Certification
Experience:
- A minimum of 6+ years relevant work experience is required
- Proven management experience a must within Life Sciences industry
- Previous training experience with delivering Instructor led trainings, designing and updating trainings, and delivering Train-the-Trainer programs
- Demonstrated experience presenting technical and system related education to global audiences
- Previous Service Desk or similar support management experience
- Previous Customer Support or Service Desk, Documentation, Customer Service experience