Technical Business Analyst - Health Cloud CRM

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

Come be a part of being a team that is at critical to the launch of lifesaving medicines!

The Global Business Unit Tech at Lilly team is at the forefront of leveraging data and technology to launch new medicines to market, to raise awareness and to gain access to medicines for appropriate patients. With a deep technical and business understanding, working across working across all therapeutic areas/disease states, we design and implement digital solutions to power our business, creating best-in class customer engagements that improve patient outcomes and deliver business results.

As part of our commitment to improving patient outcomes, Customer Support Programs (CSP) play a critical role in patient care by helping patients get off to a good start by providing easy access to Lilly medicines, connecting them to vital support resources throughout their treatment journey.

What You’ll Be Doing!

As a Technical Business Analyst in Indianapolis, you will play a pivotal role in bridging the gap between business needs and technical solutions for our customer support services supporting patient services and commercial organizations.  Your primary focus will be on leveraging our Health Cloud CRM to enhance our operational efficiency, streamline processes, and improve patient outcomes.

How you’ll Succeed

Requirements Gathering and Analysis:

• Collaborate with stakeholders to understand business objectives, processes, and requirements related to Health Cloud CRM implementation.

• Conduct thorough analysis of current workflows, systems, and data to identify opportunities for improvement and optimization.

• Translate business requirements into technical specifications and user stories for development teams.

Health Cloud CRM Configuration and Customization:

• Work with CRM Technical lead to identify appropriate design and ensure proper Configuration of our Health Cloud CRM to align with business requirements and best practices.

• Design and implement custom objects, fields, workflows, and validation rules to support business processes.

• Collaborate with Tech Lead and developers to integrate Health Cloud CRM with other systems and platforms as needed.

Training and Support:

• Conduct user training sessions to ensure effective utilization of Health Cloud CRM features and functionalities.

• Provide ongoing support to users, addressing inquiries, troubleshooting issues, and facilitating continuous improvement.

Continuous Improvement and Innovation:

• Stay informed about the latest trends and advancements in Health Cloud CRM technology and healthcare industry best practices.

• Proactively identify opportunities for process optimization, automation, and innovation to enhance system performance and user experience.

What You Should Bring!

• Proven experience as a Business Analyst or Systems Analyst, with a focus on Health Cloud CRM implementation and customization.

• In-depth understanding of Salesforce Health Cloud platform, including configuration, customization, and integration capabilities.

• Strong analytical skills and the ability to translate business requirements into technical solutions.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.

• Innovative and Growth Mindset

Desirable Skills:

• Salesforce certifications (e.g., Salesforce Certified Administrator, Salesforce Certified Platform App Builder) preferred.

• Experience working in a regulated industry – pharmaceutical preferred

Basic Qualifications:

• Bachelor's degree in Computer Science, Information Technology or related field.

• Proven experience as a Technical Business Analyst or Systems Analyst

• Experience with agile tools such as JIRA, Confluence, or similar platforms.

• Experience working in Agile methodologies such as Scaled Agile Framework (SAFe)

Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help i