Veeva CRM Business Analyst

Job Description:

Veeva CRM Business Analyst Core responsibilities

• Gather and document requirements for Veeva CRM / Vault CRM enhancements, reports and dashboards, and data loads, and write user stories with clear acceptance criteria
• Map and improve CRM processes across call planning and reporting, Events Management, sample management, and consent
• Translate between field, commercial, medical, compliance, and IT stakeholders and the technical team, and manage changes to agreed requirements
• Work with the Veeva Consultant to turn requirements into configuration specifications

• Assess the business impact of each Veeva CRM release, and identify the configurations, integrations, and field processes it affects
• Plan and write regression test scenarios, and run user acceptance testing with business users through to sign-off
• Prepare release communications and field-facing guidance, and track adoption after go-live

• Triage and clarify CRM support requests across L1 to L3 support tiers, and route them to the right team
• Analyze recurring incidents and field feedback, and propose process or configuration fixes that remove the cause
• Keep cases in the client's ticketing system (Manage Engine) accurate and up to date
• Support Suggestions and next-best-action rules, My Insights dashboards, and field adoption reporting
• Maintain process maps, requirement records, and user guides so the client can run without you

• 6 to 8 years in business analysis, with 4+ years working on Veeva CRM / Vault CRM in life sciences
• Strong knowledge of CRM processes: call planning and reporting, Events Management, sample management, and consent
• Enough understanding of Veeva CRM configuration to specify, review, and test it, without needing to configure it yourself
• Experience writing user stories, process maps, and acceptance criteria, and running UAT through to sign-off
• Experience assessing the impact of vendor releases, and planning regression testing in a GxP-regulated environment
• Experience with managed services or application support, including L1 to L3 tiers, working tickets in a service management tool such as Manage Engine or Service Now
• Working knowledge of how CRM data feeds HCP and HCO master data (Veeva Network) and aggregate spend reporting
• Basic reporting skills, enough to define and review dashboards and field adoption reports
• Clear communication with field, commercial, compliance, and IT stakeholders
• Bachelor's degree in a relevant field, or equivalent experience

• Hands-on experience with My Insights, Suggestions, and Approved Email in Veeva CRM
• Experience with Veeva Network, Veeva Align, or Vault Promo Mats from a business analysis point of view
• Working knowledge of GxP and computer system validation (CSV/CSA), including 21 CFR Part 11 and EU Annex 11
• Experience with a work tracking tool such as Jira or Azure Dev Ops
• Experience with Agile delivery, including sprint-based enhancement work
• Power BI or similar reporting tool experience
• Prior consulting or client-embedded delivery experience

None are mandatory. The following are preferred:

• Veeva CRM Administrator certification, or the equivalent current Vault CRM certification
• Certified Business Analysis Professional (CBAP) or PMI Professional in Business Analysis (PMI-PBA)
• ITIL certification (ITIL 4 Foundation or higher)
• Agile certification, such as SAFe or PSM