Salesforce Service Cloud Product Analyst - NO 3rd Party Candidates

Company Description

At EVERSANA, we are proud to be a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 6,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to the market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.

Job Description

Must be local to the Boston, MA office and able to go into the office 3 days/week.

Description

We are seeking a highly motivated Product Analyst to join our team. This role will serve as a bridge between business stakeholders and IT development teams, ensuring that complaint handling processes and systems are optimized to meet business needs and regulatory requirements.

Role Summary: Supporting role for the Product Owner to support business analysis, translate business needs and requirements into user stories for the product backlog for the Salesforce CRM system used by the Commercial organization. The ideal candidate is someone who has extensive experience working with Salesforce along with working in the MedTech space.

Responsibilities

• Partner with business stakeholders to identify, capture, and document business requirements for customer handling processes.
• Develop artifacts such as workflow diagrams, business process maps, use cases, and other documentation to support requirement clarity and alignment.
• Collaborate with IT development teams to translate business requirements into technical solutions, ensuring successful delivery of complaint handling capabilities.
• Support testing, validation, and deployment activities to confirm delivered solutions meet defined requirements and business objectives.
• Continuously assess and recommend improvements to complaint handling processes and systems.
• Understand user needs and translate them into detailed requirements for the build team
• Build use cases, writes, manages and clarifies user stories, visualization, and process flows.
• Explain how requirements may be implemented from a functional standpoint and drive/improve user experience.
• Stay 2-3 sprints ahead of squad and ensures each feature has a clear definition of done; ensures each feature level deliverable is aligned to a definition of readiness to enter sprint.
• Communicate vision to developers and testers. May help write UAT scripts and participate in User Acceptance Testing as needed.
• Document confirmed business processes to serve as reference for development and IT support.
• Apply business process improvement methods for optimization.
• In partnership with the PO, maintain deep understanding of the business processes and requirements to ensure that the squad’s backlog priorities are aligned with business / Group needs.
• Track metrics and build reports to measure progress.
• Help manage dependencies with other squads’, working closely with squad PO, peer PAs and the Product Manager
• Understands portfolio of IT systems that the business uses; may specialize in specific applications
• Support and/or facilitate system demos via inspect and adapt workshops as needed.

Qualifications

General Domain Expertise

• Proven knowledge and understanding of Salesforce Service Cloud, standard practices, technology and supporting industry principles
• Experience gathering requirements and translating into a product vision by leveraging their expertise in product development, engineering and UX
• Deep understanding of business/processes and high-level understanding of high-quality digital product delivery
• Experienced in managing a product backlog/release plan, tracking team level metrics, attend product team ceremonies, removing blockers (burndown chart, release burn up,
• Experienced in developing systems and tools to enable customer interactions and collaboration

Salesforce Experience

• Experience in Salesforce configuration and understanding of configuration limits
• Ability to high-level conceptual solution design and estimate T-Shirt Size effort with little business requirements on-the-spot when in conversations with business stakeholders
• Ability to manage expectations upfront with business partners based on experience of capabilities and limitations of Salesforce code and configuration.

Qualifications:

• Experience in business analysis, product analysis, or a related role, ideally within complaint handling or regulated environments (e.g., medical device, pharma, healthcare).
• Experience in Computer System Quality & Validation
• Strong skills in requirements gathering, process mapping, and documentation.
• Ability to effectively collaborate with both business and technical stakeholders.
• Excellent communication and problem-solving skills.

Leadership skills and behaviors

• Creates a culture that relentlessly focuses on helping the people and organizations we touch.
• Equipped with foundational knowledge and methods to identify, engage, and build empathy with their customers, and apply these methods to their daily work
• Focuses on Business agility, Agile delivery with a fail-fast mindset, and measurable outcomes
• Demonstrated success in leading cross-functional self-organized teams.
• Contributes ideas that challenge thinking.
• Strong problem-solving skills with ability of accurately analyze situations and reach productive decisions based on informed judgment.

Education & Experience

• Bachelor’s degree in a related major business with 8+years of experience.

Technical Skills

Salesforce Service Cloud, Project Management, Agile, Scrum

Additional Information

OUR CULTURAL BELIEFS
Patient Minded - I act with the patient’s best interest in mind.
Client Delight - I own every client experience and its impact on results.
Take Action - I am empowered and hold myself accountable.
Grow Talent - I own my development and invest in the development of others.
Win Together - I passionately connect with anyone, anywhere, anytime to achieve results.
Communication Matters - I speak up to create transparent, thoughtful and timely dialogue.
Embrace Diversity - I create an environment of awareness and respect.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process, please contact us at applicantsupport@eversana.com.

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Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

EVERSANA is committed to providing competitive salaries and benefits for all employees. If this job posting includes a base salary range, it represents the low and high end of the salary range for this position and is not applicable to locations outside of the U.S.  Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living).  More information about EVERSANA’s benefits package can be found at eversana.com/careers.  EVERSANA reserves the right to modify this base salary range and benefits at any time. 

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process, please contact us at applicantsupport@eversana.com.

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