Business Analyst, Salesforce Solutions

Summary of Purpose:

This role is pivotal to supporting the development, management, and maintenance of our Salesforce-based platform within a GxP environment, which underpins our patient support programs. This role will foster alignment between technical solutions and business objectives.  The ideal candidate will bring both technical and project management expertise to enhance our CRM capabilities, drive efficiency, and improve patient care outcomes.

Responsibilities:

Project Management

• Lead digital solution Projects: Oversee the design, implementation, and deployment of digital solutions integrated with our Salesforce CRM tailored to patient support programs. Ensure alignment with business goals in compliance with data privacy, security and regulatory requirements
• Collaborate with Cross-Functional Teams: Work closely with Patient Experience, Quality, Medical Affairs, Marketing, and Operations teams to identify priorities, gather requirements, define project scope, and manage stakeholder expectations
• Develop Project Timelines and Budgets: Create and manage project schedules, ensuring timely delivery within budget while meeting quality standards
• Vendor and Partner Management: Coordinate with third-party vendors, consultants, and Salesforce partners to implement new features or enhancements
• Testing & Validation: Oversee system validation processes, including IQ, OQ, and PQ, to ensure alignment with regulatory and organizational standards.  Manage end-to-end testing processes, including creating and executing test scripts, defect tracking, and resolution
• Compliance: Ensure all project deliverables meet SOP requirements and are compliant with data security and privacy policies and standards. Ensure clear and comprehensive documentation for all development, validation, and testing activities
• Risk Management and Reporting: Identify potential risks, create mitigation strategies, and provide regular status updates to senior leadership

System Administration

• Salesforce Administration: Handle user management, security settings, and permission sets. Ensure the system is optimized and complies with company policies and industry regulations
• System Customization and Configuration: Customize Salesforce fields, page layouts, workflows, validation rules, and custom reports to improve usability and support program needs
• Data Integrity and Quality Assurance: Oversee data uploads, data mapping, and data quality assurance, ensuring accurate, compliant patient data management
• Integration and Automation: Implement and manage integrations with other systems (e.g., ERP, data analytics platforms) to streamline processes and improve patient support program workflows
• Continuous improvement and upgrade: monitor Salesforce releases, evaluate new features, and upgrade the CRM to leverage the latest tools for patient management

Qualifications and Key Competencies:

• Bachelor’s degree in Computer Science, Information Technology, Business, or a related field.
• Certifications: Salesforce Administrator and Salesforce Project Manager Certification preferred
• 5+ years of experience in Salesforce administration and project management, ideally within the healthcare or pharmaceutical sector
• Demonstrated experience managing Salesforce CRM projects from planning through to implementation and post-launch
• Proficiency in Salesforce configuration, data management, and automation tools
• Proficiency in system validation, testing protocols, and data security best practices
• Excellent interpersonal and communication skills for cross-functional collaboration

Supervision of Others:

None