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Company Contact Info

  • Http://Www.Eagleproductivity.Com
    Rochester, NY
  • Wayne Harris
  • Phone: 585-295-5692

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System Support Analyst

Eagle Productivity Solutions • Rochester, NY

Posted 9 days ago

Job Snapshot

Travel - Up to 25%
Experience - At least 2 year(s)
Degree - 4 Year Degree
Computer Software, Biotechnology, Training
Information Technology, Training, General Business


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Job Description

System Support Analyst

About Eagle:

Eagle Productivity Solutions delivers consulting, change management, and training solutions exclusively for Biotech/Pharma companies in 36 countries around the world. Eagle is known for its human factors expertise and its transformative deployments of every major hardware and software platform developed over the last ten years.

Eagle’s client list includes 17 of the world’s top 20 Pharmaceutical companies - including Pfizer, Merck, Bristol Meyers Squibb, Novartis, Boehringer Ingelheim and Sanofi Aventis.

The company’s main office is located in Rochester, New York, with additional offices in Malaga, Spain.


The System Support Analyst role will work with the Director of Information Technology and other team members to define and operationalize the process for managing client training database environments, with a primary focus on Veeva, a CRM application built on the platform. This role is responsible for supporting all technical aspects of training database service projects, including identifying issues, troubleshooting, providing solutions, and devising resolutions. This individual will also be essential to supporting the business system department, supporting internal needs and initiatives around our platform and FinancialForce ERP ecosystem. Additional support areas will be in IT Services, supporting overflow of IT request.

This role will interface with vendor partners (i.e. Veeva representatives), clients, and internal resources.

Core Responsibilities:

·  Provide input to scoping and proposal efforts for all training database services opportunities

·  Participate in all Discovery and Knowledge Transfer for training database services projects

·  Work with Development and Training organizations to understand project requirements

·  Document “blueprint” of database update process per project

·  QA database and configuration updates

·  Provide subject matter expertise to Development and Training organizations for Veeva deployments

·  Provide assistance to Development and Training teams including customers as needed

·  Collaborate with client teams throughout a project

·  Troubleshoot and diagnose database-related issues

·  Export, insert, and manipulate data files using the Apex Data loader

·  Understand how Veeva online relates to iRep including field layout, functions, etc.

·  Provisions new users, manage system configuration and general end user assistance in

·  Support daily help request and internal system issues in

·  Develops custom reports using and QlikView BI & Visualization software

Job Requirements

Minimum Job Qualifications:

  Bachelor (4-year) degree, with a technical major, Management Information Systems, Computer Science, or other similar degree or commensurate work experience

  Experience with relational databases

  One to three years related experience with the or related platforms

  Ability to travel for client meetings and/or deployments (up to 20%)

  Must be proficient with Microsoft Office Suite 2007 - 2016

  Excellent knowledge of the business enterprise functions and processes

  Excellent analytical and problem-solving skills

  Excellent written, oral, and interpersonal skills

  Excellent time management

  Ability to effectively prioritize and execute tasks in a high-pressure environment

  Collaborative team spirit

  Meticulous attention to detail

  Punctual, professional, willingness and flexibility to extend hours when needed


Competitive salary, excellent benefit program with medical, dental, 401k, life insurance, short and long-term disability insurance, paid time off, holiday pay and more.

To be considered for our Casual Sales position, please submit your resume and salary requirement to    [Click Here to Email Your Resumé]


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