Senior Analyst, CRM Operations

About the role

We are seeking an innovative high performing individual to support global commercial Field (Veeva CRM) platform delivery. This role will integrate AI-driven solutions into CRM processes, enabling scalability, operational efficiency, and enhanced demand management.

Responsibilities

• Gather, analyze, and document business requirements, user stories, process maps, and acceptance criteria for Veeva CRM enhancements and AI-driven projects.
• Define and deliver AI solutions within SDLC and ITSM processes to improve scalability and operational efficiency.
• Support the translation of commercial business needs into functional and technical requirements, incorporating AI capabilities for extended development tools (e.g., Copilot Studio, GitHub Copilot).
• Aid in backlog management and prioritization, ensuring alignment with AI readiness and process improvement goals.
• Conduct impact assessments for system changes, enhancements, and platform releases across markets, with a focus on AI integration.
• Support user acceptance testing (UAT), defect tracking, and validation of AI-enhanced system functionality against business requirements.
• Contribute to platform SOPs and capability documentation to support AI adoption and DevOps best practices.
• Facilitate agile ceremonies for the delivery team, including daily stand-ups, sprint planning, backlog refinement, sprint reviews, and retrospectives.
• Help the team stay focused on sprint goals, timelines, and delivery commitments, incorporating AI-driven insights to optimize workflows.
• Track actions, risks, dependencies, and blockers, escalating where appropriate to ensure seamless AI implementation.
• Ensure user stories are clearly defined, prioritized, and ready for development, with a focus on AI-driven enhancements.
• Support coordination across global teams, including business, IT, and vendors, to enable AI readiness and functional specialization.
• Collaborate with MSPs to ensure operational efficiency and alignment with service-level agreements.
• Drive adherence to DevOps standards and best practices, ensuring robust and scalable CRM operations.
• Identify opportunities for process improvement and data management to support AI readiness and streamline demand management and governance.

Qualifications

• Bachelor’s degree in Business, IT, or a related field.
• Strong organizational, communication, and analytical skills.
• Experience with CRM systems, preferably Veeva CRM, in a regulated environment.
• Familiarity with agile methodologies and tools.
• Interest in AI technologies and their application in CRM/MDM processes.
• Proficiency in AI tools such as Copilot Studio, GitHub Copilot, or similar platforms.
• Knowledge of SDLC and ITSM processes with AI integration.
• Experience with backlog management and agile delivery tools.

Preferred Skills

• Hands-on experience with AI implementation in CRM systems.
• Expertise in process improvement and data management to support AI readiness.
• Functional BA expertise in CRM to support evolving portfolios.
• Agile/DevOps/ITIL certification.