Senior Manager, Field Channel Operations - Content Platforms & Delivery

Working with Us
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The position of the Senior Manager, Field Channel Operations within the Commercialization IT - Content Platforms & Delivery, is responsible and accountable to support and evolve a global end-to-end IVA and Approved Email (FTE) capabilities and expertise supporting publishing and distribution of field channel content.  The role is responsible for operational support across markets, manage day-to-day operations of the authoring and publishing to the field.  This role will work closely with business stakeholders, End Users, and IT partners to ensure brand teams and agencies across markets work seamlessly.

Key Responsibilities 

• Support the business operations of the Global Commercial Authoring Platform, US & Worldwide Medical/Legal/Regulatory (MLR) review and approval process within the Veeva global enterprise review and approval system.
• Provide management team with strategic input and recommendations to support the Global Commercial Authoring Platform, enterprise MLR process, Content creation and routing, training resources, and administrative management.
• Able to support training resources for US and Worldwide Users as required.
• Manage and maintain Non-MLR system administration and user access support for all markets including internal and external users.
• Provide Level 1 support to internal and external system users.
• Provided system administrative support for expanded business areas including Content Authoring tools, Non MLR content and distribution channels.
• Manage and support Content Platforms team in maintaining and updating Jira, Service Now, Release and Operations Management work and documentation.
• Partner with the Commercial IT delivery teams and Brand stakeholders across markets to identify and implement system enhancements and simplification. And ability to trouble shoot and analyze access and content routing issues.
• Understand the market specific SOPs supporting Non-MLR routings and proactively suggest standardizing of content, modular content, and their access.
• Responsible for Level 1 client support providing all enterprise system Users with business guidance and recommendations regarding the Non-MLR workflow process.
• Able to identify and escalate technical issues to Level 2 technical support when needed; translate and convey the issues, track and follow up for closure with technical team. Collaborate with the business management team to troubleshoot, develop solutions, and implement remedy.
• Ability to provide User facing online/remote support training for Global markets.
• Provide daily system operations support including, but not limited to, managing User access and permissions, onboarding, and maintenance of User access records for auditing purposes.
• Responsible for supporting and if required executing User Acceptance Testing in support of system releases.
• Work with department management to identify opportunities to simplify and optimize processes to support key business needs.
• Ability to support audit teams, brand teams and create reports and well versed with Excel and other Microsoft tools.
• Understanding of omni channel content, and delivery mechanism, Digital Asset Management tools, Non MLR content and Content Central are not required but will be an added advantage.

Qualifications & Experience 

• Bachelor's degree
• 2-4+ years proven experience supporting NON-MLR workflow processes and administration including Veeva PromoMats.
• Experience creating system support training materials for a diverse audience.
• 2 – 3+ years’ experience in pharmaceutical or regulated industry.
• Ability to unde