Associate Service Consultant, Salesforce Marketing Cloud CRM Systems

Associate Service Consultant

The Associate Service Consultant is accountable to improve the business/end user experience with a forward-looking mindset and spirit of continuous improvement. This includes delivering business value by maximizing financial investment and the sustainability of the application;
Managing through the Managed Service Providers to quality outcomes;
And ensuring alignment with cross-functional teams and external parties.

Responsibilities:

Operations Management

• Accountable for ensuring Service Transition processes are fully executed; approves readiness for support transition and serves as the escalation point for any delays.
• Serves as the primary Abb Vie contact and first-level escalation point for incidents and problems, including issues requiring coordination across multiple teams.
• Assists with prioritization and escalation of system recovery issues with cross-functional, build, and infrastructure teams.
• Performs daily reviews of prior-day ticket activity, including queue levels, processing efficiency, backlogs, aging, and incidents, and adjusts priorities as needed.
• Manages demand and release change prioritization with product teams to minimize business impact and downtime.
• Serves as IT subject matter expert within topics of SFMC, Veeva - Commercial Life sciences.

Governance and Compliance

• Primary point of accountability for fulfillment of Audit Artifact Service Requests.
• Coordinates with internal compliance teams on audit-related requests and monitors MSP execution of audit processes and procedures.
• Ensures timely and accurate delivery of external compliance-driven audit artifacts.
• Reviews service provider performance trends and process improvement recommendations to identify opportunities for preventative maintenance and improved application performance.
• Reviews ticket patterns and recommend improvements presented by the MSP.
• Approves SLA exception breaches.

Vendor and Service Management

• Reviews service provider SLAs and participate in action plans to address deviations and improvement opportunities.
• Helps manage relationships with vendors to ensure strong service delivery for application maintenance and support activities.
• Supports service provider performance reviews and evaluates service trends to ensure service quality and operational efficiency.

Financial Management

• Supports Statement of Work (SOW) management, including review of scope, deliverables, service levels, and commercial terms.
• Partners with procurement, finance, and vendor management teams to support contract renewals, amendments, and cost tracking.
• Provides budgetary impact assessments for proposed changes, ensures transfer of budget where needed, and updates the portfolio tracker accordingly.
• Monitor vendor spend, forecast alignment, and operational budgets to ensure services remain within approved financial parameters.
• Reviews of invoices, purchase orders, and chargebacks as needed to support accurate financial governance and vendor payment validation.
• Tracks financial commitments, recurring service costs, and operational expenses to support budgeting and forecasting.
• Assists with financial analysis of service provider performance, including identification of cost optimization opportunities.
• Ensures vendor obligations under SOWs are met and escalates any delivery or financial discrepancies.

Qualifications:

• Bachelor's Degree in Information Technology, Computer Science, or Computer Engineering plus 5 years' experience; or Master's Degree with 4 years' experience
• Respective years of demonstrated combined IT experience
• Experience with application outsourcing, vendor management, service level management, and minor enhancements
• Strong background in data analysis, trend identification, problem-solving, and presenting recommendations to leadership
• Experience with change management and change control processes
• Proven ability to manage complex IT processes and identify process improvements
• Experience driving continuous improvement and cost optimization initiatives
• Strong communication skills with experience facilitating cross-functional meetings
• 2+ years of experience with Salesforce Marketing Cloud
• Solid understanding of Journey Builder,…