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.