Senior Systems Support Analyst

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Summary:

This position is responsible for providing Model N and SAP system support for P&CO. The role owns the functional enablement and evolution of Model N and SAP capabilities supporting P&CO including oversight of enhancement design, implementation, and testing of required system modifications. This position serves as a strategic system and analytics partner to the business driving process improvements through technology, AI enabled tools and Power BI to proactively anticipate regulatory, pricing, and operational change, strengthen controls,  and enable data-driven decision making.

Responsibilities:

• Provides functional support for Model N and SAP in support of P&CO activities, including administration and security.

• Serves as a subject matter expert and functional capability owner for Model N and SAP within P&CO, acting as a key point of contact for system related questions and collaborating with internal BMS partners and external IT teams supporting wholesalers and distributors.

• Leads and supports the design, implementation, and testing of Model N and SAP enhancements related to customer master data, pricing, and chargebacks, partnering with business and IT teams to deliver scalable, compliant solutions that support evolving business models and regulatory requirements.

• Leads the development of AI‑enabled analytics and Power BI solutions to provide operational intelligence, visibility, monitoring, and leading indicators for pricing, customer, and chargeback activities, improving decision quality and proactive issue prevention.

• Partners with IT and P&CO teams to investigate and resolve system‑related issues, while monitoring and trending systemic patterns to identify root causes, risks, and prevention opportunities, strengthening long‑term system stability and compliance.

• Curates and maintains P&CO system knowledge assets, including documentation, standard operating procedures, and training materials across Teams, SharePoint, and shared drives, reducing reliance on individual expertise and enabling faster onboarding and cross‑training.

• Acts as a connective partner across P&CO, IT, Order‑to‑Cash, Trade, Government Programs, wholesalers, and distributors, proactively sharing insights, upcoming changes, and system considerations to enable aligned planning and execution.

• Monitors, investigates, and follows up on Model N and SAP related Helpdesk tickets, coordinating with IT and business partners to support timely resolution and issue prevention.

• Provides backup support for SAP Systems Support capabilities, ensuring continuity of system operations and knowledge coverage to support business resilience and future organizational needs.

Qualifications:

• Bachelors Degree in Business, Finance, Information Management, or related field is preferred

• Five years of business operations, logistics channel or financial/project management experience

• Pharmaceutical or other highly regulated industry experience is a plus

• Advanced computer literacy and strong technical aptitude, including experience with AI-driven tools and Power BI reporting to support data analysis and operational insights

• Knowledge of Model N and SAP is a plus

• Strong communication, presentation and ability to interact and influence with different partners (local or remote)

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