Regulatory Affairs Specialist

End User Enablement Specialist

The first dedicated line of business support for Veeva RIM superusers resolving issues, driving adoption, and turning user pain into platform improvement.

ROLE PURPOSE

The End User Enablement Specialist is the business RIM process front line for the Veeva RIM superuser community (known as OMPeers). The role resolves user issues to agreed KPIs, actively drives adoption, and channels real-world user friction back into process, training, and product improvement. 

KEY RESPONSIBILITIES

• Resolve user issues in line with agreed KPIs and service levels.
• Drive enhanced user adoption of Veeva RIM across the OMPeer community.
• Deliver Level 2 support across the essential business process touchpoints.
• Monitor the Enablement mailbox, triaging incoming user issues as they arrive.
• Track user issue progress in the ticketing system through to resolution.
• Produce reporting on user learning curves and adoption trends to highlight where enablement effort is needed and where it improved.
• Escalate technical issues to the IT team / Veeva and manage them through to resolution.
• Impact-assess reported issues and partner with the Process, Training, and Change Management teams to educate users and close knowledge gaps.
• Raise configuration and process-improvement opportunities arising from user issues to the Product team and Process team — this role surfaces and triages the issue; the Business Process Expert owns the documented fix.

REQUIRED SKILLS & EXPERIENCE

• Regulatory Operations / Veeva RIM end-user experience, with a working understanding of day-to-day submission and registration workflows.
• Level 2 / application support experience, ideally within a regulated life-sciences environment.
• Fluency with ticketing systems (e.g. ServiceNow, Jira) and mailbox-based issue triage.
• Strong communication and user empathy — able to translate technical problems into plain guidance for business users.
• Analytical reporting skills, including adoption metrics and learning-curve analysis.
• Collaborative working style across Process, Training, Change Management, IT, and Product.

HOW SUCCESS IS MEASURED

• Issue resolution within agreed KPIs and SLAs.
• Improving user adoption and engagement metrics.
• First-contact resolution rate and accurate, timely escalation.
• Measurable reduction in recurring user issues over time.