Business Systems Support Analyst

• The Business Systems Support Analyst provides Tier‐2 support across multiple enterprise and SaaS business systems operating in a GxP‐regulated environment.
• This role is responsible for ensuring system stability, data integrity, and compliant operations while enabling efficient business processes.
• The ideal candidate is a strong problem solver and generalist who is comfortable supporting multiple systems, working through incidents, requests, and changes, and operating within validated processes.
• This role partners closely with business users, vendors, Quality/Validation, and IT teams.

• Provide support for multiple business systems (e.g., ERP, CRM, regulated SaaS platforms)
• Troubleshoot issues across applications, integrations, data flows, and user access
• Resolve incidents and service requests through ITSM tools (e.g., ServiceNow)
• Perform basic system configuration, data corrections, and access management within approved procedures  
• Coordinate with vendors and internal SMEs for escalations and complex issues GxP & Compliance Responsibilities
• Support systems operating in GxP regulated environments
• Manage system changes in compliance with SDLC and GxP policies
• Ensure data integrity, auditability, and access controls are maintained
• Participate in audits and inspections by providing logs, evidence, and documentation
• Partner with Quality, Validation, and IT Security teams on regulated changes Process & Knowledge Management
• Create and maintain knowledge base articles, SOPs, and troubleshooting documentation
• Contribute to standardization and continuous improvement of support processes
• Support release activities, patching, and controlled deployments as needed

• 3+ years of experience in business systems or application support  
• Experience supporting systems in a GxP regulated environment (e.g., life sciences, med device, pharma)
• Understanding of validation concepts (IQ/OQ/PQ) and risk-based validation
• Familiarity with incident management, change management and audit readiness
• Strong troubleshooting and analytical skills
• Ability to support multiple systems simultaneously and manage competing priorities
• Strong written and verbal communication skills

• Experience supporting Veeva Platform Vaults
• Experience supporting ERP, CRM, or other regulated SaaS platforms
• Experience with integrations (APIs, middleware, iPaaS) from a support perspective
• Experience working with electronic records / electronic signatures (21 CFR Part 11)
• Prior participation in internal or external audits
• Experience working with vendors and managed service providers

• Systems thinking and end‐to‐end process awareness
• Calm, structured approach to incident response
• Comfort operating within SOPs and controlled environments
• Ability to explain technical issues to non‐technical users
• Documentation‐first mindset
• Bachelor's degree in Information Systems, Computer Science, Engineering, Life Sciences, or a related field or equivalent practical experience supporting business systems in a regulated environment.
• Coursework or formal training related to: · Information Systems or Business Systems · Computer Science or Engineering fundamentals · Quality Systems, Validation, or Compliance Continuing education or certifications related to: · IT Service Management (ITIL or equivalent) · GxP, 21 CFR Part 11, or regulated systems
• Enterprise applications (ERP, CRM, or SaaS platforms).

If you are interested, feel free to reach out to me directly at [suraj.kumar@honorvet.com].