Business Analyst CRM

Project overview

Context of the mission

As part of the management and evolution of its information system, our client is looking for a Senior CRM Business Analyst to support its teams in maintaining and evolving its international CRM ecosystem.

Reporting to a team dedicated to digital solutions and the information systems for commercial and medical activities, you will be the functional referent for the CRM ecosystem, primarily based on Veeva CRM and its interconnected solutions.

You will work in close collaboration with business teams, IT, Data, maintenance providers, and solution editors.

Your main missions

Profile sought

Technical skills

Personal qualities

Additional information

• Business Analysis and Business Relations
• Gather, analyze, and qualify the needs of business teams.
• Evaluate the feasibility and functional impacts of requests.
• Write functional specifications and user stories.
• Manage and prioritize the backlog with business teams.
• Participate in governance bodies and Agile ceremonies.
• RUN and CRM Evolution
• Ensure the operational maintenance of the CRM platform.
• Manage complex incidents and analyze root causes.
• Coordinate functional evolutions and editor updates.
• Organize non-regression tests and drive continuous improvement.
• Ensure the management of profiles, user access, and territories.
• International Deployments and Projects
• Lead the functional aspect of CRM deployments in various subsidiaries.
• Support migration, integration, and clustering projects.
• Coordinate scoping, design, UAT testing, and go-live phases.
• Organize go-live and hypercare phases.
• Guarantee the quality of deployments and user adoption of tools by local users.
• Data and Solution Integration
• Contribute to improving the quality and consistency of customer data.
• Support the integration of Veeva OpenData with CRM.
• Monitor issues related to HCP/HCO customer reference data.
• Coordinate exchanges between CRM and third-party applications.
• Participate in integration testing and anomaly resolution.
• Marketing Automation
• Ensure the functional RUN and evolutions of the GetResponse platform.
• Coordinate exchanges between business teams, IT, and suppliers.
• Analyze incidents and evolution requests.
• Lead functional testing and ensure the consistency of integrations with CRM.
• Governance and Coordination
• Ensure the monitoring of licenses and suppliers.
• Ensure compliance with regulatory and security requirements (GDPR in particular).
• Keep functional and technical documentation up to date.
• Support users in adopting solutions.
• Contribute to the transition to the Group's future CRM ecosystem.
• Excellent knowledge of Veeva CRM or a Salesforce-based CRM.
• Good understanding of commercial and medical processes in the pharmaceutical industry.
• Mastery of requirements gathering and writing functional specifications.
• Experience in test strategy, functional acceptance, and UAT.
• Experience in international and multi-country CRM deployments.
• Knowledge of Veeva OpenData / Veeva Network appreciated.
• Knowledge of Marketing Automation solutions, ideally GetResponse.
• Good command of Agile / Scrum / SAFe methodologies.
• Experience in incident, problem, and change management.
• Knowledge of data quality and application integration issues.
• Excellent interpersonal skills and service orientation.
• Analytical and synthetic thinking.
• Rigor, autonomy, and organization.
• Proactive and solution-oriented.
• Good communication and coordination skills.
• Ability to work in an international and multicultural environment.
• Fluent professional English, both spoken and written, is essential.
• Occasional international travel is to be expected.
• International work environment and digital transformation projects.

Project details

• Start: ASAP
• Duration: 1 an renouvelable
• Remote: hybrid
• Location: Île-de-France, France, FR
• Rate: 50-69 EUR/h
• Languages: French