Senior Analyst, CRM Operations
Boston, MA (Hybrid)
Posted 2 days ago
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Job Description
Job Description
Role Summary
We are seeking an innovative high performing individual to support global commercial Field (Veeva CRM) platform delivery. This role will integrate AI-driven solutions into CRM processes, enabling scalability, operational efficiency, and enhanced demand management. The ideal candidate will bring strong organizational, communication, and analytical skills, with a focus on leveraging AI tools and methodologies to optimize platforms, streamline governance, and improve team operations in a regulated, global environment. Additionally, the role will emphasize ensuring operational efficiency with Managed Service Providers (MSPs) and adherence to DevOps standards and best practices.
Key Responsibilities
Business Analysis
Gather, analyze, and document business requirements, user stories, process maps, and acceptance criteria for Veeva CRM enhancements and AI-driven projects.
Define and deliver AI solutions within SDLC and ITSM processes to improve scalability and operational efficiency.
Support the translation of commercial business needs into functional and technical requirements, incorporating AI capabilities for extended development tools (e.g., Copilot Studio, GitHub Copilot).
Assist with backlog management and prioritization, ensuring alignment with AI readiness and process improvement goals.
Conduct impact assessments for system changes, enhancements, and platform releases across markets, with a focus on AI integration.
Support user acceptance testing (UAT), defect tracking, and validation of AI-enhanced system functionality against business requirements.
Contribute to platform SOPs and capability documentation to support AI adoption and DevOps best practices.
Agile Software & AI Project Delivery Support
Facilitate agile ceremonies for the delivery team, including daily stand-ups, sprint planning, backlog refinement, sprint reviews, and retrospectives.
Help the team stay focused on sprint goals, timelines, and delivery commitments, incorporating AI-driven insights to optimize workflows.
Track actions, risks, dependencies, and blockers, escalating where appropriate to ensure seamless AI implementation.
Ensure user stories are clearly defined, prioritized, and ready for development, with a focus on AI-driven enhancements.
Support coordination across global teams, including business, IT, and vendors, to enable AI readiness and functional specialization.
Operational Efficiency and DevOps Standards
Collaborate with MSPs to ensure operational efficiency and alignment with service-level agreements.
Drive adherence to DevOps standards and best practices, ensuring robust and scalable CRM operations.
Identify opportunities for process improvement and data management to support AI readiness and streamline demand management and governance.
Required Qualifications
Bachelor’s degree in Business, IT, or a related field.
Strong organizational, communication, and analytical skills.
Experience with CRM systems, preferably Veeva CRM, in a regulated environment.
Familiarity with agile methodologies and tools.
Interest in AI technologies and their application in CRM/MDM processes.
Technical Skills Required
Proficiency in AI tools such as Copilot Studio, GitHub Copilot, or similar platforms.
Knowledge of SDLC and ITSM processes with AI integration.
Experience with backlog management and agile delivery tools.
Preferred Skills
Hands-on experience with AI implementation in CRM systems.
Expertise in process improvement and data management to support AI readiness.
Functional BA expertise in CRM to support evolving portfolios.
Agile/DevOps/ITIL certification
Pay Range:
$104,000 - $156,000Disclosure Statement:
The range provided is based on what we believe is a reasonable estimate for the base salary pay range for this job at the time of posting. This role is eligible for an annual bonus and annual equity awards. Some roles may also be eligible for overtime pay, in accordance with federal and state requirements. Actual base salary pay will be based on a number of factors, including skills, competencies, experience, and other job-related factors permitted by law.
At Vertex, our Total Rewards offerings also include inclusive market-leading benefits to meet our employees wherever they are in their career, financial, family and wellbeing journey while providing flexibility and resources to support their growth and aspirations. From medical, dental and vision benefits to generous paid time off (including a week-long company shutdown in the Summer and the Winter), educational assistance programs including student loan repayment, a generous commuting subsidy, matching charitable donations, 401(k) and so much more.
Flex Designation:
Hybrid-Eligible Or On-Site EligibleFlex Eligibility Status:
In this Hybrid-Eligible role, you can choose to be designated as:
1. Hybrid: work remotely up to two days per week; or select
2. On-Site: work five days per week on-site with ad hoc flexibility.
Note: The Flex status for this position is subject to Vertex’s Policy on Flex @ Vertex Program and may be changed at any time.
#LI-Hybrid
Company Information
Vertex is a global biotechnology company that invests in scientific innovation.
Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.
Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager, or contact Talent Acquisition at ApplicationAssistance@vrtx.com
Vertex Inc.
The rapid changes taking place in today’s global business, technology, and regulatory environments are having a compounding effect on the complexity of indirect tax management and putting more pressure on the corporate tax function than ever before. This complexity demands intelligent solutions that enable businesses to satisfy tax obligations and support growth opportunities.The Trusted Leader in Tax Technology We're Vertex (VERX). A pioneer in tax automation for more than 40 years. We proudly serve over 4,000 customers worldwide with distinction and provide comprehensive tax solutions that enable global businesses to transact, comply and grow with confidence. Our software, content and services address the increasing complexities of global commerce and compliance by reducing friction, enhancing transparency and enabling greater confidence in meeting indirect tax obligations. As a result, our software is ubiquitous within our customers’ business systems, touching nearly every line item of every transaction that an enterprise can conduct. Our software is fueled by over 300 million data-driven effective tax rules and supports indirect tax compliance in more than 19,000 jurisdictions worldwide.We partner with the world’s most respected companies and harness their strengths to deliver the best tax technology solution to businesses across the globe. We integrate with key technology partners that span ERP, CRM, procurement, billing, POS and e-commerce platforms. We also work closely with over 50 tax, accounting and consulting firms to provide the integrated tax technology solutions. Our culture is the foundation of everything we do, guided by a common purpose to build trusted relationships at work, in business and in our communities. We strive to be a values-driven employer of choice who attracts, retains and inspires talented professionals to achieve their full potential. We employ over 1,100 full-time professionals today in the US, Europe and Brazil.
