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Salesforce/Veeva CRM Business Analyst

Location: Waltham, MA
Job Category:

The Service Cloud/Veeva CRM Business Analyst will be responsible for interfacing with the Commercial life sciences business teams to deliver improved business solutions. This role will be supporting various initiatives for Commercial and Patient Services and will be collaborating with various business teams like Sales, Value and Access, Patient Services, Business Operations and IT to design a holistic solution. The successful candidate has experience as an analyst working on enterprise-level projects and is capable of learning and using new systems quickly.



  • Accountable for implementation/delivery of Veeva applications to meet business needs, improve business processes/efficiency, address process gaps and enable growth of the company.
  • Define project scope and deliverables to support business goals (build and run) in collaboration with senior management and stakeholders
  • Act as the Service Cloud/Veeva functional subject matter expert and partners with the business to design business enhancements
  • Author and maintain user and functional requirements
  • Author and execute qualification tests and production verification
  • Manage user acceptance testing
  • Manage and triage the operations support queue for incidents, service requests, enhancements.
  • Support the delivery of end user training
  • Creation of Salesforce and excel reports as needed




Required Experience:

  • Must have 3+ years of Salesforce experience with demonstrated mastery of Service Cloud (Call Center, Cases, Activities, Knowledge Articles, Workflows)
  • Must have 3+ years of Veeva experience with demonstrated mastery of Veeva CRM (particularly cycle plans, alignments, calls, media, data change requests, online vs. offline mode), data model and Salesforce terminology/concepts
  • Must have experience creating Salesforce reports and creating new report types
  • Must have experience with data analysis using Excel, particularly formulas, pivot tables, graphs
  • Must have experience writing functional documentation
  • Commercial Pharma/Biotech industry experience with a focus on patients and providers
  • Must have excellent communication and accountability skills
  • Must work within a cohesive, fast-moving project team
  • Must have willingness to learn new skills and flexible with change
  • Good communication skills, team skills, attitude, and fit within our project culture


Nice to Have:

  • SFDC certificates are a plus such as:
    • Veeva CRM Certified Administrator
  • Experience with Marketing Cloud, Service Cloud, Veeva Align, Veeva PromoMats
  • Experience with third party apps like Five9, zPaper, Jira, Conga
  • Experience with operations service management  
  • Knowledge of Salesforce Lightning Experience, Salesforce Communities 
  • Exposure to any of the following areas: Marketing, Commercial, Medical, Patient Services

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