Description

You will bridge the gap between business operations and technical Salesforce implementation within a Life Sciences context.

Responsibilities

• Partner with stakeholders in Patient Services, Medical Information, and Pharmacovigilance to capture requirements and develop user stories, workflows, and acceptance criteria.
• Configure and support Salesforce Service Cloud modules including Case Management, Omni-Channel, Knowledge Base, and Service Console.
• Conduct gap analysis between current service operations and Salesforce best practices to ensure scalable solutions.
• Map workflows to regulatory requirements including HIPAA, GDPR, FDA, EMA, and 21 CFR Part 11.
• Facilitate User Acceptance Testing (UAT), coordinate business sign-offs, and prepare training materials and SOPs.

Required Skills

• 5+ years of experience as a Business Analyst.
• 3+ years of hands-on experience with Salesforce Service Cloud.
• Bachelor's or Master's degree in Life Sciences, Business Administration, or a related field.
• Deep understanding of Patient Support Programs, Medical Information, or Pharmacovigilance operations.
• Experience managing requirements for Case Management, Omni-Channel, and Knowledge Base modules.
• Familiarity with integrations between Salesforce and ERP, CRM, Safety, or Marketing systems.
• Strong documentation, stakeholder management, and facilitation skills.
• Knowledge of regulatory compliance within Life Sciences.

Preferred Skills

• Salesforce certifications such as Service Cloud Consultant, Business Analyst, or Administrator.
• Experience with AI/Chatbots, Knowledge Management, or Omni-Channel solutions.
• Background in pharma/biotech call center operations or Field Service for med-tech device servicing.

Key Skills

Education

Bachelor's or Master's degrees