Business Analyst

Key Responsibilities:

Requirements Gathering & Analysis

Partner with stakeholders in Patient Services, Medical Information, Market Access, Pharmacovigilance, and Customer Support to capture requirements.

Develop user stories, workflows, and acceptance criteria aligned to Salesforce Service Cloud capabilities.

Conduct gap analysis between current service operations and Salesforce best practices.

Salesforce Service Cloud Focus

Configure and support Service Cloud modules, including:

Case Management (patient inquiries, product complaints, adverse event reporting)

Omni-Channel & CTI (call center, digital channels, chatbot/AI)

Knowledge Base (FAQs, product information, medical literature)

Service Console for agent productivity

Field Service (where applicable) for device servicing or sample logistics

Collaborate with Architects and Developers to ensure requirements are translated into scalable Salesforce Service Cloud solutions.

Life Sciences & Compliance Alignment

Ensure all Service Cloud processes adhere to HIPAA, GDPR, FDA, EMA, and 21 CFR Part 11 regulatory requirements.

Map Service Cloud workflows to Pharmacovigilance case intake, Medical Information requests, Reimbursement hub services, and Patient Support programs.

Support audit-readiness by documenting compliance-critical processes.

Project Delivery & Change Management

Contribute to Agile ceremonies and act as Product Owner proxy when needed.

Facilitate User Acceptance Testing (UAT) and coordinate business sign-offs.

Prepare training content, SOPs, and knowledge transfer materials for end-users.

Act as a trusted advisor for continuous improvement of service processes.

Qualifications:

Bachelor’s or Master’s degree in Life Sciences, Business Administration, or related field.

5+ years’ experience as a Business Analyst, preferably in the Life Sciences industry.

3+ years hands-on experience with Salesforce Service Cloud.

Knowledge of Patient Support Programs, Medical Information, Pharmacovigilance, or Market Access operations.

Familiarity with integrations between Salesforce and ERP, CRM, Safety, or Marketing systems.

Strong documentation, stakeholder management, and facilitation skills.

Preferred Skills:

Salesforce certifications (Service Cloud Consultant, Business Analyst, or Administrator).

Experience with AI/Chatbots, Knowledge Management, or Omni-Channel solutions.

Exposure to Field Service for med-tech device servicing.

• Background in pharma/biotech call center operations