Sr. CRM Business Analyst

Join us on our exciting journey!

IQVIA™ is The Human Data Science Company™, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics, and human ingenuity to drive healthcare forward.

Enterprise Business Technology Team

The Enterprise Business Technology team is a key part of our greater CIO group. We provide best-in-class, cost efficient, compliant, and secure enterprise business solutions as well as an exceptional end user experience. In short, we work to create process improvement approaches to drive efficiency gains. Our ambition, shared across the entire CIO Team, is to bring technology and associated business processes to the next level as a key business driver for IQVIA, as well as our clients.

PURPOSE:

This Sr. CRM Business Analyst will liaison between the Enterprise Business Technology (EBT) team and internal stakeholders, supporting the CRM Salesforce.com application maintenance workstream. While maintaining the day-to-day support and enhancement efforts for CRM this role will also work with our Mergers and Acquisitions (M&A) project team. This will provide the selected individual an opportunity to provide guidance and feedback needed to facilitate the integration of an acquisition to CRM.

RESPONSIBILITIES

• Work closely with the Product Owner, analysts, business, and IT leaders on options to solve business process gaps including business requirements supporting the CRM business-as-usual (BAU) or maintenance workstream
• Solicit and document business requirements, create and manage user stories, and other requirement documentation as needed.
• Lead Discovery and requirements refinement sessions to uncover customers' business, functional, and technological requirements
• Monitor work log queue to route requests appropriately and adhere to defined work process for this function.
• Perform fit-gap analysis between Salesforce.com functionality and client requirements
• Synthesize requirements to create clear and comprehensive user stories and solution design documentation
• Partner with support team members to effectively deliver product changes and transition of post go live support activities;
• provide escalated support assistance as required
• Work with offshore partners to deliver solutions that better enable the overall value chain
• Provide regular administration and support of team demand queue and work request systems
• Participate in scrum, agile ceremonies, and team meetings
• Participate in change initiatives and act as change advocate and supporter as directed
• May be member of multiple IT projects.

All responsibilities are essential job functions unless noted as nonessential (N).

MINIMUM REQUIRED EDUCATION AND EXPERIENCE

• Bachelor's degree
• Three (3) years' experience working as a business analyst / implementation consultant with Salesforce Sales Cloud (CRM)
• Minimum three (3) years' experience of process improvement, business analysis, or related experience with successful track record of accomplishments
• Demonstrated experience to collect, document and progressively elaborate requirements using use-cases; to develop general user requirements, detailed functional requirements, user stories, and system specifications
• Experience collaborating with business stakeholders, business process owners, technical project managers and technical teams to execute business analysis tasks
• Proven ability to champion efforts in a cross-functional organization and solve problems
• Ability to communicate appropriately at all levels of the organization; this includes written and verbal communications as well as visualizations
• Experience with Iterative or Agile methodologies
• Ability to meet project deadlines and empowered to escalate issues and see mitigation options
• Strong communication skills, both written and oral, including ability to create detailed requirement documentation and communicate complex business processes in simple language
• Critical thinker - spots gaps, challenges assumptions, pushes back against bad ideas, offers best-practices alternatives
• Good computer literacy (Microsoft Office suite), organizational and problem-solving skills
• Self-motivated and able to work with limited guidance
• Salesforce Certified Administrator

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible - to help our customers create a healthier world. Learn more at https://jobs.iqvia.com

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe

As the COVID-19 virus continues to evolve, IQVIA's ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status