Life Sciences CRM Business Analyst

Role Description

The CRM Business Analyst bridges commercial business needs and technology solutions, supporting the implementation, optimization, and ongoing management of CRM platforms (e.g., Salesforce Health Cloud, Veeva CRM). This role works closely with Sales, Marketing, Medical, and IT to drive effective customer engagement, data integrity, and process efficiency.

Key Responsibilities

• Gather, analyze, and document business requirements for CRM enhancements and initiatives
• Translate business needs into functional specifications, user stories, and process flows
• Configure and support CRM platforms (e.g., Veeva CRM, Salesforce Sales/Service/Marketing Cloud)
• Partner with stakeholders (Sales Ops, Marketing, MLR, IT) to improve customer engagement workflows
• Support field teams (sales reps/MSLs) with CRM tools, reporting, and usability enhancements
• Manage backlog, prioritize enhancements, and coordinate with development teams
• Conduct UAT (User Acceptance Testing) and ensure solutions meet business requirements
• Develop and maintain reports/dashboards (e.g., call activity, HCP engagement, campaign performance)
• Ensure data quality, compliance, and adherence to pharma regulations (e.g., Sunshine Act alignment)
• Support integration efforts with MDM (Reltio), data warehouses (Snowflake/Databricks), and marketing automation tools
• Drive continuous improvement initiatives to optimize CRM adoption and user experience

Qualifications

• Bachelor's degree (Business, Life Sciences, IT, or related field)
• Experience in CRM Business Analysis or Sales/Marketing Operations
• Life Sciences commercial environment (pharma/biotech/medtech)
• Hands-on experience with Salesforce and/or Veeva CRM
• Strong knowledge of commercial processes (sales force execution, territory management, HCP engagement)
• Experience with requirements gathering, UAT, and stakeholder management
• Excellent communication and analytical skills

Preferred Skills

• Experience with Salesforce configurations (reports, workflows, objects, dashboards)
• Familiarity with Veeva ecosystem (Vault, Align, Nitro, PromoMats a plus)
• Understanding of data governance and MDM solutions (e.g., Reltio)
• Exposure to Power BI/Tableau for analytics and reporting
• Agile/Scrum experience (user stories, sprint cycles, backlog grooming)
• Knowledge of omnichannel engagement and digital marketing integration

Key Deliverables

• Business requirements documents (BRDs) / user stories
• CRM enhancements and release support
• Dashboards and reports for commercial insights
• UAT test scripts and validation results
• Process documentation and training materials