Senior Application Support Specialist, G&A Technology Solutions
BeOne Medicines · Warsaw · PLN 247,200–PLN 309,000 (stated in the posting)
BeOne continues to grow at a rapid pace with challenging and exciting opportunities for experienced professionals. When considering candidates, we look for scientific and business professionals who are highly motivated, collaborative, and most importantly, share our passionate interest in fighting cancer.
General Description:
The Senior Application Support Specialist, G&A Technology Solutions role provides Level 2 application support and operational ownership for global applications supporting General Administration functions, including but not limited to Legal, Compliance, and Business Development.
The role is based in Poland and provides primary support coverage for the European and North American time zones. The primary application in scope is IQVIA Engage – the Salesforce-based platform used to obtain compliance approval for HCP, HCO, and Patient Organization engagements globally (ex-China). The portfolio also includes other global SaaS platforms, AI agents, workflow automation, and reporting solutions maintained by internal teams and external vendors.
Key responsibilities include Level 2 application support, user and system administration, vendor and SLA management, release and change coordination, and continuous improvement. The successful candidate provides reliable application support, technical troubleshooting, vendor coordination, and minor configuration or enhancement work. Salesforce Certified Platform Administrator certification is required.
1. Application Support and Operations
- Provide Level 2 support for global applications, with primary ownership of IQVIA Engage, and cover other global SaaS platforms, AI agents, Power Automate, Power BI, and business applications.
- Manage incidents, service requests, application configuration, routine changes, releases, and production issues through ServiceNow.
- Own user and access administration for Engage, including access requests, roles and permissions, SSO enablement, and user profile creation and maintenance, working with the business and GTS.
- Investigate application, workflow, data, API, integration, authentication, SSO, and configuration issues – including Engage integrations with Agiloft, SAP, and Customer Master – and coordinate resolution with the appropriate teams.
- Operate within the three-tier support model (L1 service desk / L2 application support / L3 vendor development team); support go-live hypercare and ongoing operations for global users.
- Maintain application documentation, operating procedures, support guides, known-issue records, and knowledge-base articles.
- Coordinate SaaS subscriptions, renewals, and application maintenance contracts as part of ongoing system operations.
2. Vendor and SLA Management
- Act as the primary operational contact for software vendors and application maintenance providers, including IQVIA.
- Log incidents with vendors and ensure that response, resolution, and communication meet agreed service levels.
- Monitor SLA performance, service availability, and open issues, and escalate overdue or high-impact incidents.
- Coordinate vendor-led fixes, patches, upgrades, security remediation, and enhancements.
- Review root-cause analyses and proposed fixes and validate vendor-delivered changes before production release.
- Maintain vendor support contacts, service scope, renewal information, and other records required for ongoing application support.
3. Application Enhancement and Continuous Improvement
- Analyze recurring incidents, user feedback, manual activities, and operational pain points to identify opportunities for system and process improvement.
- Support business analysts, developers, and the project team on business requests, enhancements, and global rollout projects, completing assigned solution evaluation, configuration, testing, defect validation, deployment, documentation, and production handover.
Required Competencies
- Application Operations: Manages production applications with a focus on service reliability, user support, documentation, and operational readiness.
- Technical Troubleshooting: Uses application configuration and integration knowledge to investigate issues, collect relevant evidence, and coordinate effective resolution.
- Vendor and SLA Management: Manages vendor support activities, tracks service levels, escalates issues, and validates fixes before production release.
- Continuous Improvement: Identifies practical opportunities to improve systems, automate processes, reduce recurring issues, and improve the user experience.
- Communication: Communicates clearly with global users, business stakeholders, technical teams, and external vendors across regions and time zones.
- Ownership and Collaboration: Takes ownership of operational issues and follows through to resolution, collaborating effectively across internal teams and external partners
Supervisory Responsibilities:
- N/A
Required Qualifications
- 4+ years of experience and Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related discipline.
- Salesforce Certified Platform Administrator certification.
- Experience supporting Salesforce-based applications, including user administration, roles and permissions, configuration, and production issue resolution.
- Experience supporting enterprise applications in a Level 2 or similar technical support role.
- Experience supporting Microsoft Copilot Studio agents and/or Power Automate workflows, including configuration, testing, and issue resolution.
- Working knowledge of relational databases such as SQL Server, PostgreSQL, or MySQL, including basic SQL and data troubleshooting.
- Experience troubleshooting REST APIs, JSON, system integrations, data interfaces, authentication, and SSO.
- Excellent written and spoken English, with the ability to work independently with global users, technical teams, and vendors.
- Flexibility to join meetings across European, North American, and APAC time zones when required for global support.
Preferred Qualifications
- Experience supporting Veeva or other compliance / HCP engagement platforms.
- Experience with Agiloft or other contract lifecycle management integrations.
- Experience providing basic support for Power BI reports, including access, refresh, permission, or gateway issues and minor report or configuration changes.
- ITIL 4 Foundation or Microsoft Power BI Data Analyst Associate certification.
- Experience supporting AWS-hosted applications or cloud-based services.
- Experience working in the pharmaceutical, healthcare, life sciences, or another regulated industry.
- Experience supporting Legal, Compliance, Business Development, or other General Administration applications.
BeOne Global Competencies
When we exhibit our values of Patients First, Collaborative Spirit, Bold Ingenuity and Driving Excellence, through our twelve global competencies below, we help get more affordable medicines to more patients around the world.
- Fosters Teamwork
- Provides and Solicits Honest and Actionable Feedback
- Self-Awareness
- Acts Inclusively
- Demonstrates Initiative
- Entrepreneurial Mindset
- Continuous Learning
- Embraces Change
- Results-Oriented
- Analytical Thinking/Data Analysis
- Financial Excellence
- Communicates with Clarity
Salary Range Poland: 247,200 - 309,000 PLN
Global Competencies
When we exhibit our values of Patients First, Driving Excellence, Bold Ingenuity, and Collaborative Spirit, through our twelve global competencies below, we help get more affordable medicines to more patients around the world.
- Fosters Teamwork
- Provides and Solicits Honest and Actionable Feedback
- Self-Awareness
- Acts Inclusively
- Demonstrates Initiative
- Entrepreneurial Mindset
- Continuous Learning
- Embraces Change
- Results-Oriented
- Analytical Thinking/Data Analysis
- Financial Excellence
- Communicates with Clarity
We are proud to be an equal opportunity employer. BeOne does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.