Business Analyst CRM Veeva

Project overview

Our client in the Health and Pharma sector is looking for a CRM Business Analyst (m/f/d).

Mission Description:

Context

Within a digital, data, and information systems department of an international pharmaceutical group, the team supports digital transformation and assists with subsidiaries' customer promotion and engagement activities. The CRM ecosystem includes Veeva CRM and connected systems, covering sales forces, closed-loop marketing, Approved Email, event management, and digital engagement.

The mission is part of a replacement. It aims to ensure the continuity, quality, and evolution of the existing CRM ecosystem while preparing for a future stakeholder engagement platform. Challenges include the stability and governance of CRM RUN, securing clusterization deployments and projects, improving the quality and interoperability of HCP/HCO data, and supporting GetResponse and its integration with CRM. The role involves interactions with international business teams, subsidiaries, IT teams, maintenance partners, and publishers.

Mission

The CRM Business Analyst is the functional referent for the CRM ecosystem, with a particular responsibility for Veeva CRM and its connected systems. They will gather and analyze needs, coordinate evolutions and deployments, contribute to operational maintenance, and facilitate the transition to the future engagement platform.

Main Responsibilities

Technical Environment

Candidate Profile

Experience

Technical Skills

Personal Skills

Languages

Expected Deliverables

• Act as the functional point of contact for global, regional, and local CRM stakeholders, qualifying business requests by assessing their feasibility, impacts, and risks.
• Write functional specifications and user stories, maintain a prioritized backlog, and contribute to Agile ceremonies, PI Planning, and governance instances.
• Ensure the functional RUN of the CRM platform, handle Level 3 incidents and problems, analyze root causes, coordinate non-regression tests, and drive continuous improvement.
• Govern user access, profiles, and territory hierarchies, especially during organizational changes.
• Lead the functional aspect of subsidiary integrations, clusterization projects, and transitions: scoping, design, data migration, UAT, go-live, and hypercare.
• Apply and improve the deployment and validation framework, including business process controls, formal validations, and data quality reviews before and after deployment.
• Coordinate functional integration between Veeva OpenData and CRM, particularly for HCP/HCO reference data, matching, identifiers, flows, and data quality.
• Support the functional RUN and evolution of GetResponse, analyze requests and incidents, coordinate validations and tests, and maintain documentation of processes, interfaces, and dependencies.
• Ensure the quality and consistency of CRM data and support integrations with Group and third-party solutions, as well as end-to-end testing and cross-system troubleshooting.
• Manage the inventory and usage of CRM licenses, prepare forecasts and orders, contribute to cost optimization, and track supplier and partner commitments.
• Ensure compliance with GDPR, health data requirements, transparency, local codes of practice, and security standards; keep functional documentation and validation evidence up-to-date.
• Support subsidiaries through training, communication, and adoption materials, share knowledge of existing processes and configurations, and contribute to the preparation for migration to the future platform.
• CRM and Customer Engagement: Veeva CRM, Salesforce, Veeva OpenData, Veeva Network, GetResponse, Approved Email, CLM
• Methods and Governance: Agile, Scrum, SAFe, PI Planning, UAT
• Data and Compliance: HCP/HCO data, data integration, data quality, GDPR
• IT Services: Incident, Problem, and Change Management
• Typically 5 to 8 years of experience as a Business Analyst or functional consultant on CRM solutions, ideally in the pharmaceutical or life sciences industry.
• Ideally, experience gained in the pharmaceutical or life sciences industry, preferably in an international pharmaceutical environment.
• Experience with international or multi-country CRM deployments, requirements gathering, functional specifications, test strategy, and UAT in a regulated environment.
• Significant experience in project management, digital solution deployment, change management support, and coordination of multidisciplinary teams.
• Experience collaborating with offshore application maintenance partners and software publishers.
• Solid knowledge of Veeva CRM or a Salesforce-based CRM, including data models, accounts, territories, profiles, CLM, Approved Email, and event management.
• Understanding of pharmaceutical business and medical processes, multi-channel and omni-channel engagement, events, and compliance requirements.
• Proficiency in requirements gathering, writing functional specifications, testing, and UAT.
• Practice with Agile (Scrum/SAFe, PI Planning) and IT Service Management.
• Data analysis, querying, extraction, and data quality control skills.
• Master's degree or equivalent in Information Systems, Engineering, Business Administration, or a related discipline.
• Customer and service orientation, active listening, analytical and synthesis skills.
• Rigor, organization, attention to detail, autonomy, and proactivity.
• Clear communication, pedagogical skills, and solution orientation.
• Resilience and ability to manage priorities in a changing environment.
• Team spirit and ease in intercultural contexts and different time zones.
• Curiosity for digital, data, and AI applied to customer engagement.
• Spoken and written English is essential.
• Functional specifications, user stories, and prioritized backlog.
• Frameworks, checklists, and functional validations for deployments and clusterization projects.
• Results of functional, non-regression, and UAT tests, and associated validation elements.
• Updated documentation of processes, configurations, interfaces, and dependencies, particularly to prepare for the transition to the future platform.

Project details

• Start: flexible
• Remote: hybrid
• Location: 92150 Suresnes, France, FR
• Rate: 69-69 EUR/h
• Languages: French