Senior Analyst, CRM Operations

Role Summary 

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. The ideal candidate will bring strong organizational, communication, and analytical skills, with a focus on leveraging AI tools and methodologies to optimize platforms, streamline governance, and improve team operations in a regulated, global environment. Additionally, the role will emphasize ensuring operational efficiency with Managed Service Providers (MSPs) and adherence to DevOps standards and best practices. 

Key Responsibilities 

Business Analysis 

• 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). 

• Assist with 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. 

Agile Software & AI Project Delivery Support 

• 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. 

Operational Efficiency and DevOps Standards 

• 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. 

Required 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.