Support Analyst IT Quality

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

Job Title: Support Analyst IT – Quality

Location: Hyderabad, India

Job Summary: We are seeking a skilled Support Analyst in Quality Portfolio to provide reliable application support and operational excellence for key Quality IT systems.

This role focuses on supporting and maintaining specialized applications critical to quality management, laboratory operations, regulatory compliance, and sustainability initiatives across supply chain and manufacturing processes.

The ideal candidate brings strong technical support expertise, hands-on knowledge of LIMS (Laboratory Information Management System), Polarion (Application Lifecycle Management / Quality Assurance platform), and Sustainability applications (e.g., ESG tracking, waste/carbon management tools, or environmental compliance systems), to ensure system availability, user satisfaction, data integrity, and minimal disruption to business operations.

The position requires proactive issue resolution, user training, and collaboration with business stakeholders and IT teams—without involvement in software development, testing, or engineering tasks. Reporting to the Quality IT Delivery Lead and collaborating with onshore portfolio leadership, the analyst will contribute to stable, compliant, and efficient Quality IT operations.

This role should be working 4 days a week onshore from Hyderabad MTIC office and provides support on shift basis to covers 24x7 support for critical Quality applications.

Key Responsibilities 

• Provide first and second-level support for LIMS, Polarion, and Sustainability applications: troubleshoot incidents, resolve user queries, perform root-cause analysis, and implement fixes or workarounds in a timely manner.
• Monitor system health, performance, and alerts; perform routine maintenance, configuration updates, user access management, and patch/application of updates to ensure high availability and compliance.
• Manage user support lifecycle: respond to tickets (via ServiceNow/JIRA/Service Desk), prioritize issues based on business impact, escalate complex problems, and track resolution to closure.
• Support business users (Quality, Lab, Regulatory, Supply Chain teams) through training sessions, knowledge articles, best-practice guidance, and process walkthroughs for effective use of LIMS (sample tracking, workflow automation, data integrity), Polarion (requirements/test management, traceability, QA compliance ), and Sustainability tools (environmental data capture, reporting, ESG metrics).
• Ensure data accuracy, traceability, and regulatory compliance (e.g., audit trails, electronic signatures, change control) across supported applications.
• Collaborate with vendors/support teams (e.g., Siemens for Polarion, LIMS providers) for advanced troubleshooting, enhancements, or escalations.
• Contribute to knowledge base maintenance, documentation of configurations/workflows, and continuous improvement initiatives (e.g., reducing recurring incidents, optimizing user experience).
• Participate in change management processes: assess impact of updates, coordinate testing/validation (non-technical), and support go-live activities.
• Track support metrics (ticket volume, resolution time, user satisfaction) and report trends to leadership for proactive improvements.

Job Title: Veeva Engineer IT – Quality Application Support 

Location: Hyderabad, India 

Job Summary: We are seeking a highly skilled and detail-oriented Veeva Engineer – IT Quality Application Support to join our IT Quality Systems team. This role is a critical role responsible for designing, developing, and supporting Veeva platform solutions, with a focus on Quality applications. This role involves building and leveraging the Veeva SDK, performing configurations, creating workflows, and providing application support for hotfixes, defect resolution, enhancements, and minor changes. The position is offsite and requires strong collaboration with business partners to deliver end-to-end solutions that align with organizational objectives. 

The candidate must be willing to work on site 4 days a week in Hyderabad, during US EST time zone. 

Key Responsibilities: 

• Solution Design and Development: 

• Architect and implement scalable, robust solutions within the Veeva platform, focusing on quality applications such as Veeva Quality Vault Veeva Regulatory Vaults & other QMS related modules. 

• Utilize Veeva SDK to develop custom functionalities and integrations to meet business requirements. 

• Design and configure Veeva platform components, including workflows, document types, lifecycles, and security settings. 

• Participate in impact assessments and design reviews for proposed system changes and updates. 

• Application Support: 

• Provide Tier 1/2/3 application support, including troubleshooting, root cause analysis, and resolution of incidents and defects 

• Provide ongoing support for Veeva applications, addressing hotfixes, defects, enhancements, and minor change requests in a timely manner. 

• Troubleshoot and resolve complex technical issues, ensuring minimal disruption to business operations. 

• Monitor system performance and recommend optimizations to improve efficiency and user experience. 

• Collaboration and Stakeholder Management: 

• Work closely with business partners, including quality, compliance, and IT teams, to gather requirements and ensure solutions meet business needs. 

• Collaborate with cross-functional teams to deliver end-to-end solutions, ensuring seamless integration with other enterprise systems. 

• Communicate effectively with stakeholders to provide updates, gather feedback, and align project deliverables. 

• Technical Expertise: 

• Maintain deep knowledge of Veeva platform capabilities, including configuration best practices, SDK development, and integration patterns. 

• Design, implement, and support custom components, workflows, objects, and user interface enhancements. 

• Ensure solutions adhere to regulatory requirements and industry standards. 

• Stay updated on Veeva platform updates and new features to recommend innovative solutions. 

• Documentation and Training: 

• Stay current on Veeva product releases and industry trends to proactively identify opportunities for optimization 

• Create and maintain technical documentation, including design specifications, configuration details, and support procedures. 

• Provide training and guidance to junior team members on Veeva platform functionalities and best practices.   

Qualifications: 

Education:  

• Bachelor's degree in computer science, Information Technology, or  related field.  

Experience:  

• 5+ years of experience working with Veeva Vault platforms, with a focus on quality and regulatory applications (QualityOne, RegulatoryOne, QualityDocs, QMS, etc.).  

• Proven expertise in Veeva SDK development, including building custom applications and integrations.  

• Strong background in configuring Veeva Vault, including workflows, lifecycles, roles, and permissions.  

• Experience providing application support, including troubleshooting defects, implementing hotfixes, and delivering enhancements. 

Technical Skills: 

• Proficiency in Veeva configuration and SDK (Java, Apex, or similar technologies). 

• Familiarity with integration tools (e.g., REST APIs, Web Services) for connecting Veeva with other systems. 

• Knowledge of regulatory compliance requirements  

• Experience with Agile/Scrum methodologies and tools like JIRA or ServiceNow. 

Soft Skills: 

• Excellent communication and interpersonal skills to collaborate effectively with remote teams and business partners. 

• Strong problem-solving and analytical skills to address complex technical and business challenges. 

• Ability to work independently in an offsite environment while managing multiple priorities and deadlines. 

Problem-Solving: Strong analytical and problem-solving abilities, with a proactive approach to addressing challenges. 

Cultural Awareness: Ability to work effectively in a multicultural environment and manage teams across different time zones. 

Preferred Qualifications: 

Experience working in an Agile or hybrid SDLC environment. 

Knowledge of validation documentation (IQ, OQ, PQ) and change management in a regulated setting. 

Advanced degrees or certifications (e.g., Veeva Administrator, Veeva Vault certifications) are a plus. 

About Us: We are a leading organization committed to leveraging technology to drive business success. Our team is dedicated to innovation, collaboration, and delivering exceptional results. Join us and be a part of a dynamic and forward-thinking company. 

How to Apply: Interested candidates are invited to submit their resume and cover letter detailing their relevant experience and qualifications.