Analyst / Specialist I - CRM Operations - Tech Ops & Support

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Job Description

CRM Operations Analyst

The Opportunity

As a Veeva and Salesforce Operations Analyst I , you will be responsible for support and maintenance of CRM products. You will support end-user requests, troubleshoot and maintain the platform, deploy patches and develop small enhancements. You will support the product development to ensure the platform stability, maintainability, security and performance. You will contribute to development of a cutting-edge platform that empowers our organization's digital capabilities for Patients and Healthcare Professionals.

Responsibilities
• Work with end-user requests – capture, analyse, deliver and communicate with the customers
• Troubleshoot platform incidents and problems
• Document changes according to Takeda procedures
• Following Veeva CRM and Salesforce best-practices monitor the platform and take corrective actions when the observed metrics are outside the normal range
• Develop, unit-test, integration-test and deploy small enhancements. Collaborate with product team to craft clear user stories, design tests , and continuously deliver product enhancements. Document every aspect of the enhancement as reference for future maintenance and upgrades.
• Use agile engineering practices and various software development technologies in the Veeva CRM environment to rapidly develop creative and efficient solutions that enhance the customer and employee experience.
• Suggest non-functional improvements to the CRM products to the product team and collaborate with the product team on defining non-functional capabilities of the product
• Deploy vendor patches and hotfixes, ensure proper testing of them in the non-production environment.
• Suggest ideas for continuous improvement and work with the team on their implementation
• Skills and Qualifications
• Bachelor’s degree in computer science, systems analysis, product management or a related study, or equivalent experience.
• 1+ years of experience operating software focused on Veeva CRM with orientation towards or aptitude to learn Salesforce-based technologies.
• Experience with IT Service Management framework, and tools like ServiceNow
• Familiarity with Jira tools is a plus
• Development experience on Veeva CRM or Salesforce platform is a must
• Ability to continuously enhance own skills.
• Ability to write and speak in the English language.

Shift hours: Monday to Friday, 3:00 PM – 12:00 AM IST - (4:30 AM – 1:30 PM EST).
• Shift duration: + hours, including a dinner and snack break. Note that we’ll be providing meals and snacks.

Locations
IND - Bengaluru

Worker Type
Employee

Worker Sub-Type
Regular

Time Type
Full time